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Updated: Jul 20, 2026
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EXIN ISO20KF Exam Overview:
| Certification Vendor: | EXIN |
| Exam Name: | EXIN ISO/IEC 20000 Foundation |
| Exam Number: | ISO20KF |
| Exam Price: | Approx. $200–$300 USD (varies by region and provider) |
| Passing Score: | 65% (26 out of 40) |
| Exam Duration: | 60 minutes |
| Exam Format: | Multiple-choice questions, Closed-book, No notes or aids allowed |
| Available Languages: | English, Dutch, German, Spanish, French, Brazilian Portuguese, Chinese, Japanese, Korean, Latin American Spanish |
| Related Certifications: | ISO/IEC 20000 Lead Implementer ISO/IEC 20000 Lead Auditor ITSM20F EX0-103 |
| Real Exam Qty: | 40 |
| Certificate Validity Period: | Lifetime (no expiration) |
| Recommended Training: | A Guide to ISO/IEC 20000-1:2018 EXIN Official Training Providers |
| Exam Registration: | EXIN Official Registration |
| Sample Questions: | EXIN ISO20KF Sample Questions |
| Exam Way: | Online proctored or at approved EXIN test centers |
| Pre Condition: | No formal prerequisites; open to all interested in ITSM |
| Official Syllabus URL: | https://www.exin.com/business-service-management/exin-it-service-management-based-on-iso-iec-20000 |
EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Relationship Processes | 5% | - Business relationship management - Supplier management |
| Topic 2: Introduction to IT Service Management | 35% | - Purpose, benefits, and scope of ISO/IEC 20000 - PDCA cycle and continual improvement principles - Core concepts of ITSM, services, customers, suppliers |
| Topic 3: Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
| Topic 4: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 5: The Service Management System (SMS) | 35% | - Organizational context, leadership, and planning - Structure and requirements of ISO/IEC 20000-1:2018 - Support, operation, performance evaluation, and improvement |
| Topic 6: Control Processes | 10% | - Change management - Configuration and release control |
| Topic 7: Resolution Processes | 5% | - Problem management - Incident management and service request management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. What is the objective of planning and implementing new or changed services?
A) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
B) To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality
C) To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
D) To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services
2. Where are agreements regarding Service Delivery and its relationship to Security Management recorded?
A) in a Definitive Software Library (DSL)
B) in a Service Level Agreement (SLA)
C) in a Capacity Plan
D) in a Configuration Management Database (CMDB)
3. To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?
A) Configuration Management
B) all ISO/IEC 20000 processes
C) Availability Management
D) Incident Management
4. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?
A) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.
B) It forces the organization to adopt a hierarchical management approach.
C) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
D) It allows the suppliers to have full visibility of the organization's internal processes.
5. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?
A) how they contribute to the Total Cost of Ownership (TCO)
B) how they contribute to the achievement of the Service Management objectives
C) how they can provide policies and a framework for a Management System
D) how they contribute to the total salary reduction
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: B |
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