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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) : ITSM20F
- Exam Code: ITSM20F
- Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
- Updated: Oct 10, 2026
- Q & A: 78 Questions and Answers
About EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) : ITSM20F Exam
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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| 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 |
| Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| Service Management Processes | - Change management - Configuration management - Problem management - Release and deployment management - Incident and service request management |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
Question #1
Which statement below is not a purpose of Supplier Management procedures?
- A. That business transactions between all parties are recorded
- B. That the suppliers understand their obligation to the Service Provider
- C. That information on the performance of all suppliers can be observed and acted upon
- D. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
Correct Answer: D 🗳️
Question #2
A Release policy needs to be documented and agreed. What must be included in the Release policy?
- A. Releases Requests For Change (RFCs)
- B. the Release dates
- C. the frequency and type of Releases
- D. an analysis of the success or failure of
Correct Answer: C 🗳️
Question #3
What does the term "Integrity" mean in the context of Information Security Management?
- A. Protecting the information against unauthorized use
- B. Screening the support staff on their loyalty to the IT organization
- C. Monitoring the access to information
- D. The accuracy, completeness and correctness of the information
Correct Answer: B 🗳️
Question #4
What is required to be in place for emergency changes?
- A. policies and procedures
- B. Controlled Acceptance Test environment
- C. Capacity plans
- D. Service Continuity Plans
Correct Answer: A 🗳️
Question #5
Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?
- A. Availability Management
- B. Incident Management
- C. Service Level Management
- D. Service Desk
Correct Answer: D 🗳️
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