EXIN ITSM20F : IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
- Exam Code: ITSM20F
- Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
- Updated: Sep 15, 2026
- Q & A: 78 Questions and Answers
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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management Processes | - Problem management - Release and deployment management - Change management - Incident and service request management - Configuration management |
| Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
| Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
What has to be included in a well defined process?
- A. Functions
- B. Expected outcomes
- C. Timelines
- D. Statistical support
Correct Answer: B 🗳️
A company decides to apply the principle of continual improvement. Which action would result from this decision?
- A. Start an internal service organization evaluation
- B. Analyze and evaluate the existing situation to identify areas for improvement
- C. Analyze customer satisfaction and identify resulting actions
- D. Review the Service Management System at least annual
Correct Answer: B 🗳️
Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
- A. Change Management
- B. Business Relationship Management
- C. Service Level Management
- D. Release Management
Correct Answer: A 🗳️
What is known as a temporary solution that enables the user to continue working?
- A. Known Error
- B. Service Request
- C. Workaround
- D. Request For Change (RFC)
Correct Answer: C 🗳️
Which of the following is a best practice concerning information security risk assessment?
- A. Information security risk assessments should be carried out by an external auditor to maintain objectivity.
- B. Information security risk assessments should be performed at agreed intervals and be maintained during changes.
- C. Information security risk assessments should be performed once a year.
- D. Information security risk assessments should be performed as a result of the review of every incident.
Correct Answer: B 🗳️
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