EXIN ITSM20F : IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)

ITSM20F real exams

Exam Code: ITSM20F

Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)

Updated: Jul 18, 2026

Q & A: 78 Questions and Answers

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EXIN ITSM20F Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Operation of the Service Management System55%- Resolution and control processes
  • 1. Release and deployment management
  • 2. Incident and service request management
  • 3. Change management
  • 4. Problem management
- Supply and demand processes
  • 1. Information security management
  • 2. Service continuity and availability management
  • 3. Capacity and demand management
- Relationship and agreement processes
  • 1. Business relationship management
  • 2. Service level management and service reporting
  • 3. Supplier management
- Service portfolio and configuration processes
  • 1. Service asset and configuration management
  • 2. Service portfolio and service catalog management
  • 3. Knowledge management
Topic 2: Service Management System (SMS) Requirements30%- Operation, performance evaluation, and improvement
  • 1. Monitoring, measurement, and internal audit
  • 2. Design and transition of services
  • 3. Management review and continual improvement
- Organizational context and leadership
  • 1. Leadership, commitment, and governance
  • 2. Understanding internal and external context
  • 3. Interested parties and requirements
- Planning and support
  • 1. Resource management and competence
  • 2. Risks, opportunities, and objectives
  • 3. Documented information and communication
Topic 3: Introduction to IT Service Management15%- Core concepts of IT service management
  • 1. Service, customer, user, and supplier definitions
  • 2. Value and scope of ITSM
  • 3. Continual improvement principles
- Overview of ISO/IEC 20000 standard
  • 1. Purpose, benefits, and structure of ISO/IEC 20000-1:2018
  • 2. Service Management System (SMS) concept

EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:

1. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the number of records in the CMDB
B) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
C) Increasing the use of the CMDB
D) Increasing the scope of the CMDB


2. What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

A) Capacity management
B) Incident management
C) Information security management
D) Release management


3. The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

A) During service reporting
B) Before the breach
C) Never
D) After the breach


4. What is known as a temporary solution that enables the user to continue working?

A) Service Request
B) Known Error
C) Request For Change (RFC)
D) Workaround


5. What is used for the assessment of maturity of organizations?

A) ITIL@
B) MOF
C) CMMI@
D) CobIT


Solutions:

Question # 1
Answer: B		Question # 2
Answer: C		Question # 3
Answer: B		Question # 4
Answer: D		Question # 5
Answer: C

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