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[Oct 05, 2025] Fully Updated ISO 20000 (ISO-IEC-20000-Foundation) Certification Sample Questions

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PECB ISO-IEC-20000-Foundation Exam Syllabus Topics:

Topic	Details
Topic 1	Fundamental Concepts and Principles of Service Management and the SMS Based on ISO IEC 20000-1:
Topic 2	ISO IEC 20000-1 Requirements for an SMS: This domain delves into the specific requirements of ISO IEC 20000-1 for establishing, implementing, maintaining, and continually improving an SMS. It includes defining roles and responsibilities, risk management, process integration, and performance measurement.
Topic 3	This domain explains the foundational ideas and principles behind service management and the purpose of a Service Management System (SMS) as described in ISO IEC 20000-1. It covers the importance of structuring services to meet both business needs and customer expectations, ensuring quality and continual improvement.

QUESTION 17
What is the relationship between ISO/IEC 20000-1, ISO 9001 and ISO/IEC 27001?

Demonstration of conformance for ISO/IEC 20000-1 Information security management requires that ISO/IEC 27001 processes are used

Organizations can only be certified to one of them at a time

Certification of ISO 9001 and ISO/IEC 27001 Is a pre-requisite to applying for ISO/IEC 20000-1 certification

The management systems of all three may be integrated

QUESTION 18
What is the purpose of information security controls?

To enforce the information security policy

To monitor information security incidents

To control access to the services

To address identified information security risks

QUESTION 19
Top management has to provide evidence of its commitment to planning, establishing, implementing, operating, and improving its service management system (SMS) within the context of the organization’s business and customers’ requirements. What is the best way that management can make this visible?

By promoting continual improvement of the SMS

By showing leadership and taking actions

By taking disciplinary action against underperforming employees

By outsourcing change management

QUESTION 20
What is an audit observation?

A conformity to the standard where there is an opportunity for improvement

A recommendation that has to be actioned

A finding against an area which is NOT in the scope of the standard

A non-fulfilment of a requirement

QUESTION 21
What kind of request would qualify as a service request?

A request for a design change

A request to terminate a subscription

A request for information

A billing inquiry

QUESTION 22
Identify the missing words in the following sentence.The definition of service request is “a request for information, advice, [ ??? ] or a pre-approved change”.

proposal for a new service

access to a service

update to a configuration item

change of scope

QUESTION 23
Where an external supplier is using a sub-contracted supplier, who is responsible for ensuring that the sub-contracted supplier meets their contractual obligations?

The external supplier

The service provider’s business relationship manager

The service provider’s contract manager

The sub-contracted supplier

QUESTION 24
How many years is an ISO/IEC 20000-1 certificate valid for the Certification scheme?

One

Two

Three

Five

QUESTION 25
To which other process is service design and transition most related?

Continual improvement

Change management

Incident management

Asset management

QUESTION 26
What is not an input to manage continual improvement?

Governance of process operated by other parties

Problem records

Relevant directives from top management

Optimized resource utilization or risk reduction

QUESTION 27
When an internal supplier is operating part of the service management processes, which process is required to manage this supplier?

Service availability management

Supplier management

Service level management

Resource management

QUESTION 28
How should service requests be handled according to ISO/IEC 20000-17?

Record, prioritize, resolve, close

Record, prioritize, fulfill, close

Prioritize, escalate, resolve, close

Record, classify, escalate, close

QUESTION 29
Which is one of the ways that a service provider can demonstrate governance of applicable processes operated by an external supplier?

By coordinate activities with other parties involved in the service lifecycle

By appointing a designated individual who is responsible for managing the relationship with the external supplier

By agreeing the scope of the services to be delivered by the external supplier

By signing a contract with the external supplier

QUESTION 30
What is the relationship between ISO/IEC 20000-1, ISO 9001, and ISO/IEC 27001?

ISO 9001 deals mainly with customer complaints about quality, whereas ISO/IEC 20000-1 and ISO/TEC27001 are IT focused

ISO/IEC 20000-1 applies to service management, whereas ISO 9001 and ISO/IEC 27001 can NOT be used effectively in a service provider organization

An SMS can be integrated with a quality management system based on ISO 9001 or an information security management system based on ISO/IEC 27001

It is necessary for service provider organizations to be certified against all of them to ensure an effective service management system

QUESTION 31
One of the activities required for effective planning, coordination, and evaluation of requested changes is assessing the impact and required resources. Which process or function is responsible for this activity?

Service desk

Release and deployment management

Change management

Configuration management

QUESTION 32
What does ISO/IEC 20000-1 specify?

A methodology for ensuring that service management operates at the least possible cost

The requirements for a service management system

Best practice guidelines for service management

Guidance on the application of service management systems

QUESTION 33
at is the difference between a nonconformity and an observation?

A nonconformity identifies that a requirement is NOT being correctly met, whereas an observation identifies a recommendation for improvement

A nonconformity can be identified by both internal and external auditors, but an observation can only be identified by an internal auditor

They identify different levels of defect, and if either of them are identified during an audit then certification ^ CANNOT be granted

They are different names for the same thing

QUESTION 34
How are ISO/IEC 20000 Parts 1, 2, and 3 used?

Parts 2 and 3 provide advice to help an IT service provider conform to the requirements of Part 1 in an effective way

Part 3 only applies to outsourcing organizations, but Parts 1 and 2 can be used by any service provider

A typical service provider starts by conforming to Part 1 and then moves on to conform with Parts 2 and 3

It is mandatory for a service provider to conform to all parts of the standard

QUESTION 35
What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1?

To ensure that a process exists for the procurement of suppliers

To ensure that supplier processes and procedures are defined

To ensure that subcontracted suppliers meet contractual requirements in all circumstances

To ensure that contracts with external suppliers are assessed for alignment against SLAs of customers

QUESTION 36
What do the principles Adapt and Adopt mean?

Adapt means changing tne ISSO/IEC 20000-1 standard to meet the organization’s needs.Adopt means implementing the ISSO/IEC 20000-1 standard in this changed way

Adapt means tailoring the ISSO/IEC 20000-1 standard to the needs of the organization. Adopt means using any service management guidance

Adapt means taking ITIL guidance Adopt means using that guidance to conform to the requirements from the ISO/IEC 20000 standard

Adapt means using and tailoring any service management guidance. Adopt means using that to create the Service Management practices

QUESTION 37
What do demand management and capacity management do?

Demand management determines future capacity needs. Capacity management monitors current capacity

Demand management determines the capacity that customers need. Capacity management determines capacity the organization needs

Demand management reports on consumption of services. Capacity management reports on improvements needed in consumption of services

Demand management determines demand for services. Capacity management provides sufficient capacity to meet demand

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[Oct 05, 2025] Fully Updated ISO 20000 (ISO-IEC-20000-Foundation) Certification Sample Questions [Q17-Q39]

PECB ISO-IEC-20000-Foundation Exam Syllabus Topics:

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PECB ISO-IEC-20000-Foundation Exam Syllabus Topics: