Download EXIN : ITSM20F Questions & Answers as PDF & Test Software
Updated: Oct 16, 2026
No. of Questions: 78 Questions & Answers with Testing Engine
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EXIN ITSM20F Exam Overview:
| Certification Vendor: | EXIN |
|---|---|
| Exam Name: | EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) |
| Exam Number: | ITSM20F.EN |
| Related Certifications: | EXIN IT Service Management Professional EXIN IT Service Management Specialist |
| Available Languages: | English |
| Exam Duration: | 60 minutes |
| Exam Format: | Multiple Choice |
| Passing Score: | 65% |
| Certificate Validity Period: | No expiration (EXIN certifications are generally lifetime valid) |
| Real Exam Qty: | 40 |
| Exam Price: | Varies by region (approximately â¬200ââ¬300 equivalent) |
| Recommended Training: | EXIN IT Service Management Foundation Training |
| Exam Registration: | EXIN Official Certification Registration |
| Sample Questions: | EXIN ITSM20F Sample Questions |
| Exam Way: | Online proctored or authorized test center (depending on region) |
| Pre Condition: | No formal prerequisites required |
| Official Syllabus URL: | https://www.exin.com |
EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Service Management Processes | - Incident and service request management - Configuration management - Change management - Problem management - Release and deployment management |
| Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| ISO/IEC 20000 Framework | - Structure and requirements of ISO/IEC 20000 - Service Management System (SMS) |
| Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
In the context of standards, what does the term "conformity" stand for?
- A. Quality Management System certification by an approved body
- B. Compliance with a requirement
- C. Alignment of an audit nonconformity report to a re-audit report
- D. Verification of supplier certification
Correct Answer: B ð³ïž
Which of the following activities in the Problem Management process is related to the Change Management process?
- A. classifying Problems
- B. identifying Problems
- C. correcting Problems
- D. investigating a solution
Correct Answer: C ð³ïž
What is a purpose of ISO/IEC 20000?
- A. to provide best practice guidance on security management
- B. to promote the adoption of an integrated process approach
- C. to provide best practice guidance on IT Service Management
- D. to promote the adoption of IT governance
Correct Answer: B ð³ïž
Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?
- A. to be able to provide reports to management
- B. to be able to charge to the correct users of the service
- C. to prevent repetitive occurrence of Incidents
- D. to provide input to the Capacity Database
Correct Answer: C ð³ïž
What is a function of processes?
- A. They complement descriptions of structural and organizational roles and responsibilities
- B. They represent a complete set of monitoring options.
- C. They express the level of compliance with the requested quality characteristics.
- D. They describe vertical and horizontal escalation options.
Correct Answer: B ð³ïž
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