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Updated: Jul 28, 2026
No. of Questions: 116 Questions & Answers with Testing Engine
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
| Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - PDCA (Plan-Do-Check-Act) cycle in service management |
| Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
| Service Management Processes | - Service delivery processes - Control processes (incident, problem, change management) - Release and deployment management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. What can be improved by achieving quality objectives?
A) relationship with interested suppliers
B) relationship with unauthorized parties
C) effectiveness of the service
D) personal satisfaction of the Configuration Manager
2. Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?
A) to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys
B) to reduce Incidents during the service delivery process
C) to optimize the resolution processes so that service levels are exceeded
D) to gather information about potential new services that might be interesting for the end users of the services
3. What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?
A) The organization becomes morecustomer focused.
B) The organization hasless suppliers to deal with.
C) The organization behaves in a socially responsible way.
D) The environmental needs of the employees in the organization are well looked after.
4. Which statement below is not a purpose of Supplier Management procedures?
A) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
B) That business transactions between all parties are recorded
C) That information on the performance of all suppliers can be observed and acted upon
D) That the suppliers understand their obligation to the Service Provider
5. Which of the following is a best practice for Capacity Management?
A) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
B) The resilience of the infrastructure components should be measured and included in the Capacity plan.
C) The Service Catalog should be maintained and kept up-to-date.
D) Decisions about service provision should be based on cost effectiveness comparisons.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: A |
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