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Last Updated: Sep 13, 2026
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EXIN ITSM20F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management System (SMS) Requirements | 30% | - Operation, performance evaluation, and improvement
|
| Introduction to IT Service Management | 15% | - Core concepts of IT service management
|
| Operation of the Service Management System | 55% | - Resolution and control processes
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
The success and failure of Releases shall be measured. What is included in these measurements?
- A. The frequency and types of Releases
- B. The Incidents related to a Release in the period following a Release
- C. The Request for Change (RFC)
- D. The Release dates
In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?
- A. Underpinning Contracts
- B. Service Contracts
- C. Service Level Agreements (SLAs)
- D. Operational Level Contracts
Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?
- A. Level Management
- B. Problem Management
- C. Service Desk Service
- D. Incident Management
When can the building and testing of a Change begin?
- A. As soon as the impact analysis has been discussed by the members of the Change Advisory Board
- B. As soon as there is a correct network plan for the change
- C. As soon as the Request for Change (RFC) has been classified
- D. As soon as the Request for Change (RFC) has been formally authorized
Which of the following is a best practice concerning information security risk assessment?
- A. Information security risk assessments should be carried out by an external auditor to maintain objectivity.
- B. Information security risk assessments should be performed as a result of the review of every incident.
- C. Information security risk assessments should be performed at agreed intervals and be maintained during changes.
- D. Information security risk assessments should be performed once a year.
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