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EXIN ITSM20F Exam Syllabus Topics:

SectionWeightObjectives
Service Management System (SMS) Requirements30%- Organizational context and leadership
  • 1. Interested parties and requirements
  • 2. Leadership, commitment, and governance
  • 3. Understanding internal and external context
- Planning and support
  • 1. Documented information and communication
  • 2. Risks, opportunities, and objectives
  • 3. Resource management and competence
- Operation, performance evaluation, and improvement
  • 1. Management review and continual improvement
  • 2. Design and transition of services
  • 3. Monitoring, measurement, and internal audit
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
Operation of the Service Management System55%- Supply and demand processes
  • 1. Information security management
  • 2. Capacity and demand management
  • 3. Service continuity and availability 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 portfolio and service catalog management
  • 2. Knowledge management
  • 3. Service asset and configuration management
- Resolution and control processes
  • 1. Change management
  • 2. Problem management
  • 3. Incident and service request management
  • 4. Release and deployment management

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

Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?

  • A. IT Service Continuity Management
  • B. Management for IT Services
  • C. Capacity Management Financial
  • D. Availability Management
Reveal Solution  Discussion  0

Correct Answer: C  ðŸ—³ïž

Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

  • A. Incident Management
  • B. Service Desk
  • C. Service Level Management
  • D. Availability Management
Reveal Solution  Discussion  0

Correct Answer: B  ðŸ—³ïž

A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?

  • A. Service Level Requirement
  • B. Service Catalog
  • C. Service Level Agreement (SLA)
  • D. Underpinning Contract
Reveal Solution  Discussion  0

Correct Answer: B  ðŸ—³ïž

What is used for the assessment of maturity of organizations?

  • A. ITIL@
  • B. CMMI@
  • C. CobIT
  • D. MOF
Reveal Solution  Discussion  0

Correct Answer: B  ðŸ—³ïž

What is a function of processes?

  • A. They represent a complete set of monitoring options.
  • B. They express the level of compliance with the requested quality characteristics.
  • C. They complement descriptions of structural and organizational roles and responsibilities
  • D. They describe vertical and horizontal escalation options.
Reveal Solution  Discussion  0

Correct Answer: A  ðŸ—³ïž

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