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Updated: Sep 09, 2026
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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management Processes | - Configuration management - Incident and service request management - Release and deployment management - Change management - Problem management |
| Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
| ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Continual Improvement | - Service improvement practices - PDCA cycle (Plan-Do-Check-Act) |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
What is a purpose of ISO/IEC 20000?
- A. to provide best practice guidance on IT Service Management
- B. to promote the adoption of an integrated process approach
- C. to promote the adoption of IT governance
- D. to provide best practice guidance on security management
Correct Answer: B 🗳️
Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?
- A. Documentation should be stored at a central place and be only accessible via procedures
- B. Documentation should be protected from damage due to IT related disasters.
- C. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.
- D. Documentation should be kept at least five years for auditing purposes.
Correct Answer: B 🗳️
Which of the following activities in the Problem Management process is related to the Change Management process?
- A. identifying Problems
- B. correcting Problems
- C. investigating a solution
- D. classifying Problems
Correct Answer: B 🗳️
What does the term "Integrity" mean in the context of Information Security Management?
- A. Protecting the information against unauthorized use
- B. The accuracy, completeness and correctness of the information
- C. Screening the support staff on their loyalty to the IT organization
- D. Monitoring the access to information
Correct Answer: C 🗳️
What must be included in a well defined Process structure?
- A. functions
- B. expected results
- C. timelines
- D. statistical support
Correct Answer: B 🗳️
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