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Instant Download EXIN : ITSM20F Questions & Answers as PDF & Test Engine
- Exam Code: ITSM20F
- Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
- Updated: Sep 20, 2026
- No. of Questions: 78 Questions and Answers
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EXIN ITSM20F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to IT Service Management | 15% | - Core concepts surrounding ISO/IEC 20000-1:2018 - Core concepts of IT service management |
| Topic 2: Service Management System (SMS) | 30% | - Critical elements of a service management system - Core concepts of the service management system |
| Topic 3: Operation of the Service Management System | 55% | - Relationship and agreement processes - Resolution and fulfilment processes - Service portfolio processes - Supply and demand processes - Service design, build and transition processes - Service assurance processes |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
Which of the following activities in the Problem Management process is related to the Change Management process?
- A. identifying Problems
- B. investigating a solution
- C. correcting Problems
- D. classifying Problems
Correct Answer: C 🗳️
In the context of standards, what does the term "conformity" stand for?
- A. Alignment of an audit nonconformity report to a re-audit report
- B. Quality Management System certification by an approved body
- C. Compliance with a requirement
- D. Verification of supplier certification
Correct Answer: C 🗳️
One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location.
What is the name of this location?
- A. Configuration Management Database (CMDB)
- B. Software Distribution Library
- C. Definitive Software Library (DSL)
- D. Capacity Database
Correct Answer: C 🗳️
The success and failure of Releases shall be measured. What is included in these measurements?
- A. The Request for Change (RFC)
- B. The Incidents related to a Release in the period following a Release
- C. The frequency and types of Releases
- D. The Release dates
Correct Answer: B 🗳️
What data is recorded when an incident is reported to the Service Desk?
- A. the name of the person who approves the Request for Change (RFC)
- B. the name of the person reporting the Incident
- C. the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
- D. the name of the person handling the Problem
Correct Answer: B 🗳️
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