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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 05, 2026
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EXIN ITSM20F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to IT Service Management | 15% | - Overview of ISO/IEC 20000 standard
|
| Topic 2: Service Management System (SMS) Requirements | 30% | - Planning and support
|
| Topic 3: Operation of the Service Management System | 55% | - Resolution and control processes
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
Question #1
A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?
- A. Service Level Requirement
- B. Underpinning Contract
- C. Service Catalog
- D. Service Level Agreement (SLA)
Answer: C
Question #2
What is required for an implementation of IT Service Management to be successful?
- A. The appointment of a specialist department responsible for the development of the process structures
- B. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
- C. The involvement and commitment of personnel at all levels in the organization from operational staff to top management
- D. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
Answer: C
Question #3
Which process or function has the responsibility of distributing information to users?
- A. Service Desk
- B. Incident Management
- C. Change Management
- D. Customer Relationship Management
Answer: A
Question #4
What is a Configuration Baseline?
- A. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
- B. A benchmark of the service provider's capability
- C. A configuration audit report
- D. The change requests allocated to a release
Answer: A
Question #5
When can the building and testing of a Change begin?
- A. As soon as the Request for Change (RFC) has been classified
- B. As soon as the Request for Change (RFC) has been formally authorized
- C. As soon as there is a correct network plan for the change
- D. As soon as the impact analysis has been discussed by the members of the Change Advisory Board
Answer: B
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