Free ISO/IEC 20000 Foundation - IT Service Management Exam Questions and Answers
ISO/IEC 20000 Foundation - IT Service Management is part of PECB's ISO-standard certification schemes. PECB credentials are named for the standard and the role — Foundation, then Provisional, Implementer or Auditor, then Lead, Senior Lead and Master. Lead exams run three hours open book at 70% to pass, and open book means hard copy only.
Looking for ISO/IEC 20000 Foundation - IT Service Management exam dumps or ExamTopics questions? These practice questions cover the same ground with verified answers and explanations, a downloadable PDF and a full practice test, kept current as PECB updates the exam.
Last updated: November 1, 2026
- Provider
- PECB
- Questions in our bank
- 1000+
- Free to read
- First 10, with answers
- Official page
- Official Exam website
- Our test mode duration & pass mark
- 130 mins · 70%
- Verified answers
- Reviewed weekly
Recommended: Switch to Test Mode to start a practice test that simulates the real exam experience.
Question #1
Which of the following is required of the service management policy in ISO/IEC 20000-1, clause 5.2?
Correct answer: C
Explanation
Clause 5.2 requires top management to establish a policy that is appropriate to the purpose of the organization, provides a framework for the service management objectives, and includes commitments to satisfy applicable requirements and to continually improve the SMS and the services. Service level targets belong in service level agreements and the catalogue, not in the policy, and customers do not approve it.
Continue with ISO/IEC 20000 Foundation - IT Service Management
Unlock the full question bank
You have read the first 10 questions. A subscription opens every question in ISO/IEC 20000 Foundation - IT Service Management, the full timed practice test, and your progress and weak-topic reporting.
Single exam
$19.99for 30 days
Full question bank and practice test for one exam, for 30 days.
Single exam
$49.99for 1 year
One exam for a full year. Nothing renews and nothing to cancel.
Full access
$39.99/mo
Every exam in the catalogue, month to month.
Full access
$199.99/yr
Every exam in the catalogue for a year.
Already subscribed? Sign in to pick up where you left off.
Question #2
Which of the following is a requirement for service management objectives in ISO/IEC 20000-1, clause 6.2?
Correct answer: A
Explanation
Clause 6.2 requires objectives to be consistent with the policy, measurable, to take applicable requirements into account, and to be monitored, communicated and updated as appropriate. They cover the SMS and the services broadly and are not restricted to availability and incident metrics or defined by individual customers.
Continue with ISO/IEC 20000 Foundation - IT Service Management
Unlock the full question bank
You have read the first 10 questions. A subscription opens every question in ISO/IEC 20000 Foundation - IT Service Management, the full timed practice test, and your progress and weak-topic reporting.
Single exam
$19.99for 30 days
Full question bank and practice test for one exam, for 30 days.
Single exam
$49.99for 1 year
One exam for a full year. Nothing renews and nothing to cancel.
Full access
$39.99/mo
Every exam in the catalogue, month to month.
Full access
$199.99/yr
Every exam in the catalogue for a year.
Already subscribed? Sign in to pick up where you left off.
Question #3
When determining the scope of the SMS under ISO/IEC 20000-1, clause 4.3, what must the service provider take into account?
Correct answer: C
Explanation
Clause 4.3 requires the scope to be determined by considering the internal and external issues from clause 4.1, the requirements of interested parties from clause 4.2, and the services delivered. Requirements in clauses 4 to 10 cannot be excluded when claiming conformity.
Continue with ISO/IEC 20000 Foundation - IT Service Management
Unlock the full question bank
You have read the first 10 questions. A subscription opens every question in ISO/IEC 20000 Foundation - IT Service Management, the full timed practice test, and your progress and weak-topic reporting.
Single exam
$19.99for 30 days
Full question bank and practice test for one exam, for 30 days.
Single exam
$49.99for 1 year
One exam for a full year. Nothing renews and nothing to cancel.
Full access
$39.99/mo
Every exam in the catalogue, month to month.
Full access
$199.99/yr
Every exam in the catalogue for a year.
Already subscribed? Sign in to pick up where you left off.
Question #4
Which statement about the internal audits required by ISO/IEC 20000-1, clause 9.2, is correct?
Correct answer: C
Explanation
Clause 9.2 requires the service provider to select auditors and conduct audits so that the audit process is objective and impartial, and to report results to relevant management. Auditing one's own processes is a conflict of interest, however well the criteria are documented. Reporting must reach relevant management, not stop with the audit team.
Continue with ISO/IEC 20000 Foundation - IT Service Management
Unlock the full question bank
You have read the first 10 questions. A subscription opens every question in ISO/IEC 20000 Foundation - IT Service Management, the full timed practice test, and your progress and weak-topic reporting.
Single exam
$19.99for 30 days
Full question bank and practice test for one exam, for 30 days.
Single exam
$49.99for 1 year
One exam for a full year. Nothing renews and nothing to cancel.
Full access
$39.99/mo
Every exam in the catalogue, month to month.
Full access
$199.99/yr
Every exam in the catalogue for a year.
Already subscribed? Sign in to pick up where you left off.
Question #5
The payroll portal of Brightwave Telecom became unavailable three times in one month. Each time, the service desk restored it by restarting a server. Analysis then showed that a memory leak in the portal software caused all three interruptions. How should the memory leak be classified in terms of ISO/IEC 20000-1?
Correct answer: B
Explanation
A problem is the cause of one or more actual or potential incidents. The three interruptions are incidents, and the memory leak behind them is the problem. A service request is a request for information, advice, access or a pre-approved change, so it does not apply here.
Continue with ISO/IEC 20000 Foundation - IT Service Management
Unlock the full question bank
You have read the first 10 questions. A subscription opens every question in ISO/IEC 20000 Foundation - IT Service Management, the full timed practice test, and your progress and weak-topic reporting.
Single exam
$19.99for 30 days
Full question bank and practice test for one exam, for 30 days.
Single exam
$49.99for 1 year
One exam for a full year. Nothing renews and nothing to cancel.
Full access
$39.99/mo
Every exam in the catalogue, month to month.
Full access
$199.99/yr
Every exam in the catalogue for a year.
Already subscribed? Sign in to pick up where you left off.
Question #6
Which term does ISO/IEC 20000-1 use for an organization or part of an organization that receives a service or services?
Correct answer: C
Explanation
The customer is the organization or part of an organization that receives services. The service provider manages and delivers the services, and a supplier is an external party in the supply chain that provides a service component or process to the service provider.
Continue with ISO/IEC 20000 Foundation - IT Service Management
Unlock the full question bank
You have read the first 10 questions. A subscription opens every question in ISO/IEC 20000 Foundation - IT Service Management, the full timed practice test, and your progress and weak-topic reporting.
Single exam
$19.99for 30 days
Full question bank and practice test for one exam, for 30 days.
Single exam
$49.99for 1 year
One exam for a full year. Nothing renews and nothing to cancel.
Full access
$39.99/mo
Every exam in the catalogue, month to month.
Full access
$199.99/yr
Every exam in the catalogue for a year.
Already subscribed? Sign in to pick up where you left off.
Question #7
Kestrel Cloud already operates a quality management system and an information security management system. Top management wants to integrate its new SMS with them. Which characteristic of ISO/IEC 20000-1:2018 makes this integration easier?
Correct answer: B
Explanation
ISO/IEC 20000-1:2018 uses the common high-level structure, with identical clause numbering 4 to 10 and common core text, which makes it easier to align with other management system standards. It has no Annex A control set like ISO/IEC 27001, and it does not prescribe the same procedures as ISO 9001.
Continue with ISO/IEC 20000 Foundation - IT Service Management
Unlock the full question bank
You have read the first 10 questions. A subscription opens every question in ISO/IEC 20000 Foundation - IT Service Management, the full timed practice test, and your progress and weak-topic reporting.
Single exam
$19.99for 30 days
Full question bank and practice test for one exam, for 30 days.
Single exam
$49.99for 1 year
One exam for a full year. Nothing renews and nothing to cancel.
Full access
$39.99/mo
Every exam in the catalogue, month to month.
Full access
$199.99/yr
Every exam in the catalogue for a year.
Already subscribed? Sign in to pick up where you left off.
Question #8
Which of the following is a requirement within service assurance in ISO/IEC 20000-1, clause 8.7?
Correct answer: B
Explanation
Clause 8.7 (service assurance) covers service availability management, service continuity management and information security management. Change management belongs to clause 8.5 (service design, build and transition), and budgeting and accounting for services belongs to clause 8.4 (supply and demand).
Continue with ISO/IEC 20000 Foundation - IT Service Management
Unlock the full question bank
You have read the first 10 questions. A subscription opens every question in ISO/IEC 20000 Foundation - IT Service Management, the full timed practice test, and your progress and weak-topic reporting.
Single exam
$19.99for 30 days
Full question bank and practice test for one exam, for 30 days.
Single exam
$49.99for 1 year
One exam for a full year. Nothing renews and nothing to cancel.
Full access
$39.99/mo
Every exam in the catalogue, month to month.
Full access
$199.99/yr
Every exam in the catalogue for a year.
Already subscribed? Sign in to pick up where you left off.
Question #9
The SMS described in ISO/IEC 20000-1 directs and controls the service provider's activities for which of the following?
Correct answer: B
Explanation
The SMS covers the policies, objectives, plans, processes and resources used to plan, design, transition, deliver and improve services to meet requirements and deliver value. Hardware asset handling and sales activities may support services but do not define the scope of the SMS.
Continue with ISO/IEC 20000 Foundation - IT Service Management
Unlock the full question bank
You have read the first 10 questions. A subscription opens every question in ISO/IEC 20000 Foundation - IT Service Management, the full timed practice test, and your progress and weak-topic reporting.
Single exam
$19.99for 30 days
Full question bank and practice test for one exam, for 30 days.
Single exam
$49.99for 1 year
One exam for a full year. Nothing renews and nothing to cancel.
Full access
$39.99/mo
Every exam in the catalogue, month to month.
Full access
$199.99/yr
Every exam in the catalogue for a year.
Already subscribed? Sign in to pick up where you left off.
Question #10
The claims department of Tallis Insurance receives a claims-processing platform from the company's internal IT department under an agreed service level. Forty claims handlers in that department use the platform every day. In ISO/IEC 20000-1 terminology, how is the claims department described?
Correct answer: C
Explanation
A customer is an organization or part of an organization that receives a service or services, which fits the claims department. The IT department is the service provider, and the individual claims handlers who interact with the platform are users.
Continue with ISO/IEC 20000 Foundation - IT Service Management
Unlock the full question bank
You have read the first 10 questions. A subscription opens every question in ISO/IEC 20000 Foundation - IT Service Management, the full timed practice test, and your progress and weak-topic reporting.
Single exam
$19.99for 30 days
Full question bank and practice test for one exam, for 30 days.
Single exam
$49.99for 1 year
One exam for a full year. Nothing renews and nothing to cancel.
Full access
$39.99/mo
Every exam in the catalogue, month to month.
Full access
$199.99/yr
Every exam in the catalogue for a year.
Already subscribed? Sign in to pick up where you left off.
Discussion
Explain your reasoning, not just the letterOther PECB certifications
- ISO 22000 Foundation - Food Safety Management Systems (opens in a new tab)
- ISO/IEC 20000 Lead Implementer (opens in a new tab)
- ISO 45001 Lead Implementer (opens in a new tab)
- ISO/IEC 20000 Lead Auditor (opens in a new tab)
- ISO 55001 Lead Implementer (opens in a new tab)
- ISO 22000 Lead Implementer (opens in a new tab)
- ISO 14001 Lead Implementer (opens in a new tab)
- ISO 31000 Risk Manager - Risk Management (opens in a new tab)
- ISO 27001 Foundation - Information Security Management Systems (opens in a new tab)
- ISO 55001 Foundation - Asset Management Systems (opens in a new tab)
- ISO 22000 Lead Auditor (opens in a new tab)
- ISO 45001 Foundation - Occupational Health and Safety Management Systems (opens in a new tab)
Reviews
Write a review★★★★★
Exam Practice is worth every penny. The mock exams are realistic, and the feedback helped me focus on key areas.
Amit SharmaVerified buyer
★★★★★
I highly recommend Exam Practice. The feedback after each test helped me improve significantly, and I passed my exams easily.
Oscar NyströmVerified buyer
★★★★★
This platform is a lifesaver. The practice questions and explanations are so detailed. It’s the best study tool I’ve ever used.
Hannah SmithVerified buyer
FAQ
Learn More: https://pecb.com/
- Q1: What is the ISO/IEC 20000 Foundation - IT Service Management exam?
- A: ISO/IEC 20000 Foundation - IT Service Management is a PECB certification exam. Judging by the questions in our bank, it concentrates on ITSM, itil, lifecycle, improvement and incidents.
- Q2: What topics does the ISO/IEC 20000 Foundation - IT Service Management exam cover?
- A: Questions in our ISO/IEC 20000 Foundation - IT Service Management bank cluster around ITSM, itil, lifecycle, improvement and incidents. Working through the full set is the quickest way to find which of these you are weakest on.
- Q3: How should I prepare for ISO/IEC 20000 Foundation - IT Service Management?
- A: Work through the ISO/IEC 20000 Foundation - IT Service Management practice questions here, checking your answer on each one, then sit the practice test to rehearse the exam under timed conditions before the real thing.
- Q4: Are these real ISO/IEC 20000 Foundation - IT Service Management exam questions?
- A: They are drawn from officially released past questions and from community members who have sat ISO/IEC 20000 Foundation - IT Service Management. Answers are verified and updated weekly.
- Q5: Where do I register for the ISO/IEC 20000 Foundation - IT Service Management exam?
- A: Register through PECB directly at https://pecb.com/. Exampractice is not affiliated with PECB and does not administer the exam.
- Q6: Is there a free ISO/IEC 20000 Foundation - IT Service Management sample?
- A: Yes. Every ISO/IEC 20000 Foundation - IT Service Management page shows a free sample of real questions. Upgrading opens the full bank and the practice test.
- Q7: What are PECB Certification Exams?
- A: PECB (Professional Evaluation and Certification Board) Certification Exams validate your expertise in various ISO standards, including information security, risk management, quality management, and environmental management. These certifications demonstrate your proficiency in implementing and auditing ISO-compliant management systems.
- Q8: Why should I pursue PECB Certification?
- A: PECB Certification enhances your professional credibility, showcasing your skills and knowledge in ISO standards and best practices. This can lead to better job opportunities, higher salaries, and career advancement in compliance, risk management, quality management, and environmental management roles.
- Q9: What are the benefits of PECB Certification?
- A: Benefits include recognition as a certified ISO professional, improved job performance, access to exclusive resources, continuing education opportunities, and staying current with the latest ISO standards and best practices.
- Q10: Who should take PECB Certification Exams?
- A: Compliance officers, risk managers, quality managers, environmental managers, auditors, and anyone involved in implementing and managing ISO-compliant systems should consider these certifications to validate their expertise and advance their careers.
- Q11: What types of PECB Certification Exams are available?
- A: PECB offers various certification paths, including:
- Q12: How do I prepare for PECB Certification Exams?
- A: Preparation can include official PECB training courses, study guides, practice exams, online tutorials, and hands-on experience with ISO-compliant management systems.
- Q13: Where can I take PECB Certification Exams?
- A: PECB Certification Exams can be taken online with remote proctoring or at authorized testing centers, providing flexibility to fit your schedule and location.
- Q14: How do PECB Certifications impact my career?
- A: PECB Certifications significantly boost your career by demonstrating your expertise to employers, making you a more competitive candidate for advanced roles and promotions in compliance, risk management, quality management, and environmental management.
- Q15: Are there any prerequisites for PECB Certification Exams?
- A: Some exams may have prerequisites, such as foundational knowledge or prior experience with ISO standards. Check the specific requirements for each certification path on the PECB website.
- Q16: How often do I need to recertify for PECB Certifications?
- A: PECB Certifications typically require recertification every three years to ensure that certified professionals stay updated with the latest ISO standards and industry practices. This often involves earning continuing education credits.