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EXIN ISO20KF Exam
ISO / IEC 20000 Foundation (Page 3 )

Updated On: 9-Feb-2026
Page 3 of 25
PDF with 116 Questions

Which service changes should be documented in change records?

  1. All service changes
  2. Formal closure of services
  3. Staff recruitment
  4. User training

Answer(s): A



What is the added value of a service being delivered?

  1. You can specifically define the service by means of a Service Level Agreement (SLA).
  2. You do not have the ownership of specific costs and risks in producing the service.
  3. You do not have to invest in a process to control it.
  4. The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.

Answer(s): B



What is accreditation in the context of ISO/IEC 20000?

  1. The determination of measurement results using defined procedures on the basis of documented requirements
  2. The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
  3. The notification of approved testing and certification bodies with the relevant authority for publication
  4. The official recognition by a third party of organizations involved in testing, inspection and certification

Answer(s): D



The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?

  1. Customer satisfaction
  2. Major non-conformities
  3. Problems
  4. Resource utilization

Answer(s): C



Which statement below is not a purpose of Supplier Management procedures?

  1. That business transactions between all parties are recorded
  2. That information on the performance of all suppliers can be observed and acted upon
  3. That it is made clear that the supplier cannot subcontract part of the delivered services to the
    Service Provider
  4. That the suppliers understand their obligation to the Service Provider

Answer(s): C






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