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Updated: Sep 13, 2026
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EXIN 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 Duration: | 60 minutes |
| Available Languages: | English |
| Exam Format: | Multiple Choice |
| Certificate Validity Period: | No expiration (EXIN certifications are generally lifetime valid) |
| Exam Price: | Varies by region (approximately €200–€300 equivalent) |
| Real Exam Qty: | 40 |
| Passing Score: | 65% |
| Related Certifications: | EXIN IT Service Management Specialist EXIN IT Service Management Professional |
| 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: Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
| Topic 3: Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
| Topic 4: Service Management Processes | - Release and deployment management - Change management - Problem management - Configuration management - Incident and service request management |
| Topic 5: ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
What does Service Management aim to achieve?
- A. to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
- B. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
- C. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
- D. to exceed expectations at all times based on solid processes followed rigidly at all times
What is the objective of the Security Management process?
- A. to manage information security effectively within all service activities
- B. to manage information security effectively for IT staff
- C. to manage information security effectively for critical services only
- D. to manage information security effectively relating to the financial administration of service activities
What is the objective of a Management System?
- A. to provide the policies and the framework that is needed for the effective management and implementation of all IT services
- B. to ensure that Key Performance Indicators (KPIs) are defined for 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
What data is recorded when an incident is reported to the Service Desk?
- A. the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
- B. the name of the person handling the Problem
- C. the name of the person reporting the Incident
- D. the name of the person who approves the Request for Change (RFC)
When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?
- A. Any standards defined by the company itself
- B. A competitor's process management system
- C. The budget available to Human Resources
- D. The time to update the process documentation
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