Preparing for the Exam Questions for ISO 20000 certification can feel overwhelming—especially when you’re balancing work, studies, and your career goals. But here’s the truth: the global demand for IT Service Management (ITSM) experts is skyrocketing. According to recent industry surveys, over 70% of organizations now consider ITSM certifications essential for career progression, and ISO/IEC 20000 remains one of the most respected credentials worldwide.
So, who exactly is this guide for?
- IT professionals preparing for the ISO/IEC 20000 certification
- Service desk leads and IT operations managers
- Quality and process improvement professionals
- Anyone looking to boost their ITSM career with globally acknowledged credentials
If you’ve ever wondered:
- What kind of ISO 20000 exam questions can I expect?
- How do I study effectively for ISO/IEC 20000 audits and assessments?
- Where can I find reliable Exam Questions for ISO 20000?
…then you’re in exactly the right place.
This guide breaks down everything you need to know—especially the most important Exam Questions for ISO 20000, sample answers, explanations, and exam-style practice items.
What is an ISO 20000 Audit?
Before diving deep into the ISO 20000 exam questions, it’s important to understand the core of the certification—the ISO/IEC 20000 audit.
An ISO 20000 audit evaluates how well an organization’s IT Service Management System (SMS) aligns with international best practices. During the audit, certified auditors review:
- Service delivery
- Change management
- Incident and problem management
- Capacity, availability, continuity, and financial management
- Governance and continual improvement
The audit ensures that an organization's IT services are consistent, reliable, efficient, and aligned with customer expectations. Understanding how the audit works helps you answer the Exam Questions for ISO 20000 with more clarity because the exam tests your knowledge of requirements, implementation, processes, documentation, and compliance activities.
Now let’s dive into what you came here for: the most relevant ISO 20000 exam questions to boost your preparation.If you're new to the ISO 20000 framework and want a clearer breakdown of what the standard actually requires, you may find it helpful to explore the core clauses and controls in more detail. For that, check out our in-depth guide on ISO 20000 Requirements, which explains every essential element of the Service Management System (SMS) in a simple, practical way.
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Top Exam Questions for ISO 20000
1. Which clause of ISO/IEC 20000 focuses on Service Management Policy?
A. Clause 4
B. Clause 5
C. Clause 6
D. Clause 8
Correct Answer: B
Explanation: Clause 5 specifically outlines the requirements for establishing and maintaining the Service Management Policy.
2. What is the main purpose of the Service Management System (SMS)?
A. To automate customer requests
B. To handle vendor negotiations
C. To manage financial reporting
D. To ensure consistent service delivery
Correct Answer: D
Explanation: The SMS ensures consistent and reliable IT service delivery, a key topic in Exam Questions for ISO 20000.
3. Which document provides evidence of conformity during an ISO 20000 audit?
A. Audit Trail
B. Service Catalog
C. Vision Statement
D. Budget Report
Correct Answer: A
Explanation: Audit trails show compliance and are essential in ISO/IEC 20000 assessments.
4. Problem Management primarily aims to:
A. Resolve incidents quickly
B. Reduce recurrence of incidents
C. Provide customer training
D. Improve change approval
Correct Answer: B
Explanation: The focus is on preventing repeated incidents, a concept often seen in ISO 20000 exam questions.
5. What does ISO/IEC 20000 require for change management?
A. Weekly change reviews
B. Automatic implementation of minor changes
C. A single change owner
D. A documented change approval process
Correct Answer: D
Explanation: ISO 20000 emphasises documentation and control in the change process.
6. Availability Management ensures:
A. Increased incident volume
B. Improved financial outcomes
C. Systems are available per agreed SLAs
D. More staff productivity
Correct Answer: C
Explanation: Ensuring availability meets SLAs is a key ITSM requirement.
7. Which process handles unplanned interruptions?
A. Security Management
B. Incident Management
C. Configuration Management
D. Release Management
Correct Answer: B
Explanation: Incident Management deals with unplanned service interruptions.
8. ISO/IEC 20000 is based on which core concept?
A. PDCA Cycle (Plan-Do-Check-Act)
B. Lean Practices
C. Six Sigma
D. Agile Framework
Correct Answer: A
Explanation: The PDCA cycle underpins continual improvement.
9. Which of the following is mandatory for an ISO 20000-compliant SMS?
A. Cloud hosting
B. Documented processes
C. Third-party certifications
D. AI automation
Correct Answer: B
Explanation: Documentation is crucial to compliance and audits.
10. Service Continuity Management ensures:
A. Faster upgrades
B. Lower operational costs
C. Better marketing campaigns
D. IT services continue during major disruptions
Correct Answer: D
Explanation: Continuity protects IT operations during disasters.
11. Service Level Agreements (SLAs) MUST include:
A. Customer hobbies
B. Political preferences
C. Service scope and performance targets
D. Vendor certifications
Correct Answer: C
Explanation: SLAs define service expectations between providers and customers.
12. Internal audits for ISO 20000 should be conducted:
A. Once every decade
B. Only after major outages
C. At planned intervals
D. Only before external audits
Correct Answer: C
Explanation: Planned intervals ensure consistency and readiness.
13. Which management process is responsible for controlling the service lifecycle in ISO/IEC 20000?
A. Release Management
B. Service Portfolio Management
C. Problem Management
D. Capacity Management
Correct Answer: B
Explanation: Service Portfolio Management controls all services in the lifecycle, from introduction to retirement.
14. What is the main objective of Change Evaluation in ISO 20000?
A. To assess the impact and risk of major changes
B. To approve financial budgets
C. To assign tasks to service desk teams
D. To improve customer feedback
Correct Answer: A
Explanation: Change Evaluation ensures that major changes are reviewed for risk and impact before implementation.
15. Which role is responsible for ensuring service continuity plans are regularly tested?
A. Service Desk Manager
B. Senior Management
C. Continuity Manager
D. Incident Manager
Correct Answer: C
Explanation: The Continuity Manager ensures continuity plans are updated and tested to meet ISO/IEC 20000 requirements.
16. Configuration Management primarily maintains:
A. User manuals
B. Performance dashboards
C. The Configuration Management Database (CMDB)
D. Customer satisfaction reports
Correct Answer: C
Explanation: The CMDB stores detailed information about configuration items, relationships, and dependencies.
17. Which activity is key in Continual Service Improvement (CSI)?
A. Scheduling weekly team meetingsB. Monitoring service performance metrics
C. Reducing HR workload
D. Creating marketing materials
Correct Answer: B
Explanation: Monitoring performance metrics helps identify improvement opportunities aligned with ISO 20000 principles.
How These Exam Questions for ISO 20000 Help You Prepare
These ISO 20000 exam questions reflect the real structure and complexity of the exam. They cover areas like:
- Governance requirements
- Documentation
- Service lifecycle
- Continual improvement
- ITSM best practices
- Audit readiness
By practising with these Exam Questions for ISO 20000, you strengthen both your theoretical understanding and practical application, making you more confident during the certification test.
If you're also evaluating the career advantages of ISO 20000 certification, don’t miss our ISO 20000 Salary Guide for 2026. It breaks down earning potential across ITSM roles and shows how this certification boosts long-term career growth.
Conclusion
Mastering the Exam Questions for ISO 20000 is your first step toward a globally recognised ITSM qualification. With every practice session and every set of ISO 20000 exam questions, you’re building the confidence and skills needed to stand out in today’s service-driven world.
ISO 20000 isn’t just a certification—it’s a commitment to delivering reliable, consistent, and high-quality IT services. Stay focused, stay consistent, and keep moving forward. Your success in ISO 20000 is absolutely within reach.
Take the Next Step in Your ISO 20000 Career
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Join NovelVista’s ISO/IEC 20000:2018 Lead Auditor Certification Training and gain hands-on auditing skills, practical ITSM insights, and a globally respected credential. Whether you're an IT manager, service delivery professional, or aspiring auditor, this course equips you to lead audits confidently and drive service excellence in any modern digital environment.
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Author Details
Mr.Vikas Sharma
Principal Consultant
I am an Accredited ITIL, ITIL 4, ITIL 4 DITS, ITIL® 4 Strategic Leader, Certified SAFe Practice Consultant , SIAM Professional, PRINCE2 AGILE, Six Sigma Black Belt Trainer with more than 20 years of Industry experience. Working as SIAM consultant managing end-to-end accountability for the performance and delivery of IT services to the users and coordinating delivery, integration, and interoperability across multiple services and suppliers. Trained more than 10000+ participants under various ITSM, Agile & Project Management frameworks like ITIL, SAFe, SIAM, VeriSM, and PRINCE2, Scrum, DevOps, Cloud, etc.
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