PDF Version DemoEXIN ITSM20F Exam Overview:
| Certification Vendor: | EXIN |
| Exam Name: | EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) |
| Exam Number: | ITSM20F.EN |
| Exam Format: | Multiple Choice |
| Real Exam Qty: | 40 |
| Available Languages: | English |
| Related Certifications: | EXIN IT Service Management Specialist EXIN IT Service Management Professional |
| Passing Score: | 65% |
| Exam Price: | Varies by region (approximately €200–€300 equivalent) |
| Exam Duration: | 60 minutes |
| Certificate Validity Period: | No expiration (EXIN certifications are generally lifetime valid) |
| Recommended Training: | EXIN IT Service Management Foundation Training |
| Exam Registration: | EXIN Official Certification Registration |
| Sample Questions: | EXIN ITSM20F Sample Questions |
| Exam Way: | Online proctored or authorized test center (depending on region) |
| Pre Condition: | No formal prerequisites required |
| Official Syllabus URL: | https://www.exin.com |
EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Topic 2: ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Topic 3: Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
| Topic 4: Service Management Processes | - Change management - Configuration management - Release and deployment management - Incident and service request management - Problem management |
| Topic 5: Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
1. What is mandatory to define in the incident management procedures?
A) The escalation of incidents
B) The recording of deficiencies in the configuration management database (CMDB)
C) The implementation of emergency changes
D) The recording of problems
2. What is the objective of a Management System?
A) to ensure that Key Performance Indicators (KPIs) are defined for all IT services
B) to provide the policies and the framework that is needed for the effective management and implementation of all IT services
C) to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D) to define, agree, record and manage levels of services
3. One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location.
What is the name of this location?
A) Definitive Software Library (DSL)
B) Software Distribution Library
C) Capacity Database
D) Configuration Management Database (CMDB)
4. Why is it important that the Service Desk attempts to link an Incident to a Known Error?
A) because this is part of the IT Service Management model
B) because this allows incidents to be better tracked
C) because otherwise Problem Management cannot work
D) because this means the incident can be resolved more quickly
5. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
A) A chronological training record for each individual
B) An overview of all personal details per employee
C) A record of all future training courses for each employee
D) An overview of all possible training modules that match with competences
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: A |
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