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EXIN ISO20KF Exam Overview:
| Certification Vendor: | EXIN |
|---|---|
| Exam Name: | EXIN ISO/IEC 20000 Foundation |
| Exam Number: | ISO20KF |
| Related Certifications: | ISO/IEC 20000 Lead Implementer EX0-103 ITSM20F ISO/IEC 20000 Lead Auditor |
| Exam Price: | Approx. $200–$300 USD (varies by region and provider) |
| Exam Format: | Closed-book, Multiple-choice questions, No notes or aids allowed |
| Certificate Validity Period: | Lifetime (no expiration) |
| Available Languages: | Brazilian Portuguese, French, Chinese, Japanese, Latin American Spanish, Spanish, English, Korean, Dutch, German |
| Real Exam Qty: | 40 |
| Passing Score: | 65% (26 out of 40) |
| Exam Duration: | 60 minutes |
| 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% | - Change management - Configuration and release control |
| Topic 2: The Service Management System (SMS) | 35% | - Support, operation, performance evaluation, and improvement - Organizational context, leadership, and planning - Structure and requirements of ISO/IEC 20000-1:2018 |
| Topic 3: Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
| Topic 4: Relationship Processes | 5% | - Supplier management - Business relationship management |
| Topic 5: Resolution Processes | 5% | - Problem management - Incident management and service request management |
| Topic 6: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 7: Introduction to IT Service Management | 35% | - Core concepts of ITSM, services, customers, suppliers - Purpose, benefits, and scope of ISO/IEC 20000 - PDCA cycle and continual improvement principles |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question #1
Which of the following calculates the number of defects per million opportunities?
- A. MOF
- B. Six Sigma
- C. CobIT TM
- D. ITIL
Correct Answer: B 🗳️
Question #2
Which of the following standards was the forerunner to ISO/IEC 20000?
- A. BS 15000
- B. BS 7799
- C. BS 1968
- D. BS 8800
Correct Answer: A 🗳️
Question #3
Which of the following actions should be taken to ensure continual improvement of a Quality Management System?
- A. Analyze and evaluate the existing situation to identify areas for improvement
- B. Review the Quality Management System at least annually
- C. Analyze customer satisfaction and identify resulting actions
- D. Start an internal service organization evaluation
Correct Answer: A 🗳️
Question #4
Which of the following tasks is assigned to each process manager?
- A. Following up on Incidents
- B. Setting up Service Level Agreements with the users
- C. Ensuring the process is running effectively and efficiently
- D. Channeling data to Problem Management
Correct Answer: C 🗳️
Question #5
Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?
- A. Fourth party audit
- B. Second party audit
- C. First party audit
- D. Third party audit
Correct Answer: C 🗳️
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