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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: Aug 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% | - Service design, build and transition processes - Service portfolio processes - Service assurance processes - Relationship and agreement processes - Resolution and fulfilment processes - Supply and demand processes |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
1. In the context of standards, what does the term "conformity" stand for?
A) Verification of supplier certification
B) Alignment of an audit nonconformity report to a re-audit report
C) Quality Management System certification by an approved body
D) Compliance with a requirement
2. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?
A) to provide input to the Capacity Database
B) to be able to charge to the correct users of the service
C) to prevent repetitive occurrence of Incidents
D) to be able to provide reports to management
3. Which process is responsible for registering the relationships within the IT infrastructure?
A) Release Management
B) Change Management
C) Configuration Management
D) Asset Management
4. What has to be included in a well defined process?
A) Timelines
B) Statistical support
C) Functions
D) Expected outcomes
5. What is a Known Error?
A) A Problem that cannot be matched
B) A Problem for which the cause and Workaround have been identified
C) A serious incident whose resolution is known
D) A Problem that is resolved
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: A |
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