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Updated: Jul 26, 2026
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EXIN ISO20KF Exam Overview:
| Certification Vendor: | EXIN |
| Exam Name: | EXIN ISO/IEC 20000 Foundation |
| Exam Number: | ISO20KF |
| Certificate Validity Period: | Lifetime (no expiration) |
| Real Exam Qty: | 40 |
| Available Languages: | English, Dutch, German, Spanish, French, Brazilian Portuguese, Chinese, Japanese, Korean, Latin American Spanish |
| Exam Format: | Multiple-choice questions, Closed-book, No notes or aids allowed |
| Related Certifications: | ISO/IEC 20000 Lead Implementer ISO/IEC 20000 Lead Auditor ITSM20F EX0-103 |
| Passing Score: | 65% (26 out of 40) |
| Exam Duration: | 60 minutes |
| Exam Price: | Approx. $200–$300 USD (varies by region and provider) |
| Recommended Training: | EXIN Official Training Providers A Guide to ISO/IEC 20000-1:2018 |
| 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 |
|---|---|---|
| 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 |
| Control Processes | 10% | - Change management - Configuration and release control |
| 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 |
| Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
| Relationship Processes | 5% | - Supplier management - Business relationship management |
| Resolution Processes | 5% | - Incident management and service request management - Problem management |
| Service Design and Transition | 5% | - Objectives and key activities |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Why is it important for Service Providers to provide documents and records?
A) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
B) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
C) to ensure effective planning, operation and control of Service Management
D) to ensure employeesare aware of the relevance and importance of their work activities
2. When should the final closure of an Incident record be completed?
A) when the Incident is solved and normal operation is restored
B) when all relevant information for classification and routing has been entered
C) when the Incident has been dispatched outside the Service Desk department
D) when the initiating user has been given the opportunity to confirm that the service is restored
3. What does the standard explicitly recommend to be implemented with Configuration Management?
A) Change and Security
B) Change
C) Change and Release
D) Release
4. What is SixSigma@?
A) It is a standard that is recently developed for improvement of IT processes.
B) It is a six step maturity model to improve the capability of business processes.
C) It is a structured, statistically based approach to process improvement.
D) It is a quality instrument to measure defects in process outputs.
5. What is the primary purpose of analyzing Change records?
A) to be able to open a new Problem record, so proactive identification of Incidents is possible
B) to check if related Incident records are adequately closed
C) to provide input to the Service Reporting process
D) to detect increasing levels of Changes and emerging trends
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: D |
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