ISO 20000 Certification Study Guide 2026
Everything you need to pass the ISO 20000 Certification exam in one place: the exam format, every topic to study, real practice questions with explanations, flashcards, and full-length practice tests. Free, no sign-up needed.
📋 ISO 20000 Certification Exam Format at a Glance
📚 ISO 20000 Certification Topics to Study (103)
✍️ Sample ISO 20000 Certification Questions & Answers
1. Which escalation type in ISO 20000 incident management involves transferring an incident to a team with greater technical expertise?
Functional escalation involves passing an incident to a team or individual with more specialized technical skills to resolve it.
2. Which ISO 20000-1 requirement ensures that information about all components of a service is recorded and maintained throughout service transition?
Configuration management records and controls configuration items, providing accurate information about all service components during and after transition.
3. In ISO 20000, what is the primary purpose of supplier management?
Supplier management in ISO 20000 ensures that supplier-delivered services meet agreed requirements and support the organization's service commitments.
4. Which of the following best describes the relationship between incident management and problem management in ISO 20000?
Incident management resolves the immediate impact and may raise a problem record when the root cause is unknown or recurring; problem management then takes over to investigate and eliminate the underlying cause.
5. What does ISO 20000-1 require regarding incident prioritization?
ISO 20000-1 requires that incidents be prioritized based on their impact on the business and urgency, which together determine the appropriate response and resolution times.
6. Which of the following best describes a 'service offering' in ITIL 4?
A service offering is a defined combination of one or more services — including goods, service actions, and resource access — tailored for a specific consumer group, enabling value co-creation.