EXIN : ITSM20F Questions & Answers
Updated: Aug 20, 2026
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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
| ISO/IEC 20000 Framework | - Structure and requirements of ISO/IEC 20000 - Service Management System (SMS) |
| Continual Improvement | - Service improvement practices - PDCA cycle (Plan-Do-Check-Act) |
| Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
| Service Management Processes | - Configuration management - Problem management - Incident and service request management - Change management - Release and deployment management |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
1. What is a function of processes?
A) They describe vertical and horizontal escalation options.
B) They complement descriptions of structural and organizational roles and responsibilities
C) They express the level of compliance with the requested quality characteristics.
D) They represent a complete set of monitoring options.
2. 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) only when there is a business need to change the service
D) monthly
3. When can the building and testing of a Change begin?
A) As soon as the Request for Change (RFC) has been formally authorized
B) As soon as there is a correct network plan for the change
C) As soon as the Request for Change (RFC) has been classified
D) As soon as the impact analysis has been discussed by the members of the Change Advisory Board
4. What is the definition of IT Service Management?
A) Requirements for delivering service based upon best practices
B) Best practice guidance for operating services
C) Specialized organizational capabilities providing value to customers
D) An organization supping services to one or more customers
5. Which processes should the Plan, Do, Check, Act methodology be applied to?
A) the Requirements for a Management System process
B) all of the processes within the scope
C) the Planning & Implementing Service Management process
D) those that support business critical services
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: B |
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