EXIN ISO / IEC 20000 Foundation - ISO20KF Exam Questions [2026]

QUESTION NO: 1
Who has a responsibility in continual improvement?

A. Quality experts only B. all employees C. the customer D. Management only

Correct Answer: B

QUESTION NO: 2
What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

A. The Service Level Plans B. The SLAs with the customers C. The SLAs with the other parties D. The Service Management Plans

Correct Answer: B

QUESTION NO: 3
Which of the following is true of process descriptions?

A. They complement descriptions of structural and organizational roles and responsibilities. B. They describe vertical and horizontal escalation options. C. They represent a complete set of monitoring options. D. They express the level of compliance with the requested quality characteristics.

Correct Answer: A

QUESTION NO: 4
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 can provide policies and a framework for a Management System B. how they contribute to the total salary reduction C. how they contribute to the achievement of the Service Management objectives D. how they contribute to the Total Cost of Ownership (TCO)

Correct Answer: C

QUESTION NO: 5
The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

A. Yes, because as manager he should have knowledge of performing internal audits. B. Yes, because this person is not responsible for the delivery processes. C. No, because as manager he is not competent enough. D. No, because this person is responsible for all processes and therefore he would audit his own work.

Correct Answer: B

QUESTION NO: 6
What does a quality policy aim to define?

A. the requirements of the customer as stated in the Service Level Agreement (SLA) B. the requirements of ISO/IEC 20000 C. the legal obligations that the organization must fulfill D. the formally expressed quality intentions and direction of an organization

Correct Answer: D

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QUESTION NO: 7
What should planning for a new or changed service consider?

A. a complete review of all recent security breaches B. Known Errors to file systems C. the existing service levels D. verification that the appropriate level of testing is completed

Correct Answer: C

QUESTION NO: 8
During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

A. the Business Relationship process owner B. the Auditor C. the Service Level Manager D. theSenior responsible owner

Correct Answer: D