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EXIN ITSM20F exam : 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 08, 2026
- Q & A: 78 Questions and Answers
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EXIN ITSM20F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management System (SMS) Requirements | 30% | - Operation, performance evaluation, and improvement
|
| Operation of the Service Management System | 55% | - Supply and demand processes
|
| Introduction to IT Service Management | 15% | - Core concepts of IT service management
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
Question #1
Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?
- A. Documentation should be protected from damage due to IT related disasters.
- B. Documentation should be kept at least five years for auditing purposes.
- C. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.
- D. Documentation should be stored at a central place and be only accessible via procedures
Answer: A
Question #2
Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?
- A. incorporating technological innovations
- B. methodological order based on best practices
- C. innovating the way services are provided
- D. constant quality
Answer: D
Question #3
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
- A. quarterly
- B. annually
- C. monthly
- D. only when there is a business need to change the service
Answer: B
Question #4
Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
- A. Release Management
- B. Change Management
- C. Business Relationship Management
- D. Service Level Management
Answer: B
Question #5
What is meant by the Urgency of an Incident?
- A. the degree to which the solution of an incident tolerates delay
- B. the time needed by IT Services to resolve the incident
- C. the relative importance of the incidents when handling them
- D. the degree to which the incident gives rise to a deviation from the normal service level
Answer: A
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