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Updated: Sep 08, 2026
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EXIN ISO20KF Exam Overview:
| Certification Vendor: | EXIN |
|---|---|
| Exam Name: | EXIN ISO/IEC 20000 Foundation |
| Exam Number: | ISO20KF |
| Passing Score: | 65% (26 out of 40) |
| Related Certifications: | ISO/IEC 20000 Lead Implementer EX0-103 ISO/IEC 20000 Lead Auditor ITSM20F |
| Certificate Validity Period: | Lifetime (no expiration) |
| Exam Price: | Approx. $200–$300 USD (varies by region and provider) |
| Exam Duration: | 60 minutes |
| Exam Format: | Closed-book, Multiple-choice questions, No notes or aids allowed |
| Real Exam Qty: | 40 |
| Available Languages: | Dutch, Chinese, French, Spanish, Brazilian Portuguese, Korean, German, Latin American Spanish, English, Japanese |
| 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: Control Processes | 10% | - Configuration and release control - Change management |
| Topic 2: Relationship Processes | 5% | - Supplier management - Business relationship management |
| Topic 3: Resolution Processes | 5% | - Incident management and service request management - Problem management |
| Topic 4: Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
| Topic 5: Introduction to IT Service Management | 35% | - PDCA cycle and continual improvement principles - Purpose, benefits, and scope of ISO/IEC 20000 - Core concepts of ITSM, services, customers, suppliers |
| Topic 6: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 7: The Service Management System (SMS) | 35% | - Structure and requirements of ISO/IEC 20000-1:2018 - Organizational context, leadership, and planning - Support, operation, performance evaluation, and improvement |
EXIN ISO / IEC 20000 Foundation Sample Questions:
An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?
- A. determining the needs and expectations of Customers and other interested parties
- B. determining and providing the resources necessary to attain the quality objectives
- C. establishing methods to measure the effectiveness and efficiency of each process
- D. agreeing to the quality policy and objectives with the Change Manager
Correct Answer: D 🗳️
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Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?
- A. to determine whether the Service Management requirements are effectively implemented and maintained
- B. to be able to allocate roles and responsibilities
- C. to be able to establish the Service Management policy, objectives and plans
- D. to be able to define the objectives and requirements that are to be achieved by Service Management
Correct Answer: A 🗳️
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Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?
- A. Urgent Change
- B. System Lifecycle Management
- C. Major Incident
- D. Service improvement activities
Correct Answer: D 🗳️
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Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?
- A. the senior customer representative
- B. the Change Advisory Board (CAB)
- C. the service managers
- D. a decision taking group
Correct Answer: D 🗳️
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Which service changes should be documented in change records?
- A. Formal closure of services
- B. Staff recruitment
- C. All service changes
- D. User training
Correct Answer: C 🗳️
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