Instant Download EXIN : ITSM20F Exam Dumps
Updated: Sep 29, 2026
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EXIN ITSM20F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management System (SMS) Requirements | 30% | - Operation, performance evaluation, and improvement
|
| Operation of the Service Management System | 55% | - Service portfolio and configuration processes
|
| Introduction to IT Service Management | 15% | - Overview of ISO/IEC 20000 standard
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
What is the best definition of "Quality system"?
- A. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
- B. mandatory Quality management practices followed by everyone in the service provider organizations
- C. organizational structure related to responsibilities, procedures and resources for implementing quality management
- D. set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
Correct Answer: C ð³ïž
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. annually
- B. quarterly
- C. only when there is a business need to change the service
- D. monthly
Correct Answer: A ð³ïž
Which process aims to prevent incidents resulting from changes to the IT infrastructure?
- A. Incident Management
- B. Problem Management
- C. Change Management
- D. Availability Management
Correct Answer: C ð³ïž
What are the key contents of an IT Service Management system?
- A. A software system for the ticket
- B. Systematic processes for ticket recording and follow-up only
- C. A software system to monitor the key performance indicators (KPIs)
- D. A documented organizational and operational structure
Correct Answer: D ð³ïž
Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?
- A. to be able to charge to the correct users of the service
- B. to prevent repetitive occurrence of Incidents
- C. to provide input to the Capacity Database
- D. to be able to provide reports to management
Correct Answer: B ð³ïž
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