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Last Updated: Oct 28, 2026

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EXIN ITSM20F Practice Q&A's

ITSM20F PDF
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Training institutions have their place — but for most office workers, classes are expensive and time-consuming. ActualTestsQuiz's ITSM20F question bank is the practical alternative: spare-time practice with expert-verified answers across the EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) syllabus.

EXIN ITSM20F Exam Overview:

Certification Vendor:EXIN
Exam Name:IT Service Management Foundation based on ISO/IEC 20000
Exam Number:ITSM20F / ITSM20F.EN
Certificate Validity Period:Valid for life (no renewal required)
Exam Duration:60 minutes
Passing Score:65% (26 out of 40)
Available Languages:Portuguese, Japanese, English, Spanish, Korean
Exam Format:Multiple-choice questions, No negative marking, Closed-book
Real Exam Qty:40
Exam Price:USD 180–280 (varies by region and delivery partner)
Recommended Training:A Guide to ISO/IEC 20000-1:2018
EXIN Official Training Materials
Exam Registration:Official EXIN Registration
EXIN Authorized Partners
Sample Questions: DOWNLOAD DEMO
Exam Way:Online proctored or in-person at authorized test centers
Pre Condition:No formal prerequisites; open to all interested professionals
Official Syllabus URL:https://www.exin.com/business-service-management/exin-it-service-management-based-on-iso-iec-20000/exin-it-service-management-foundation-based-on-iso-iec-200002018

EXIN ITSM20F Exam Syllabus Topics:

SectionWeightObjectives
Service Management System (SMS) Requirements30%- Operation, performance evaluation, and improvement
  • 1. Monitoring, measurement, and internal audit
  • 2. Design and transition of services
  • 3. Management review and continual improvement
- Planning and support
  • 1. Resource management and competence
  • 2. Documented information and communication
  • 3. Risks, opportunities, and objectives
- Organizational context and leadership
  • 1. Leadership, commitment, and governance
  • 2. Interested parties and requirements
  • 3. Understanding internal and external context
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. Service Management System (SMS) concept
  • 2. Purpose, benefits, and structure of ISO/IEC 20000-1:2018
Operation of the Service Management System55%- Resolution and control processes
  • 1. Problem management
  • 2. Release and deployment management
  • 3. Incident and service request management
  • 4. Change management
- Supply and demand processes
  • 1. Information security management
  • 2. Capacity and demand management
  • 3. Service continuity and availability management
- Service portfolio and configuration processes
  • 1. Service asset and configuration management
  • 2. Knowledge management
  • 3. Service portfolio and service catalog management
- Relationship and agreement processes
  • 1. Business relationship management
  • 2. Service level management and service reporting
  • 3. Supplier management

The ITSM20F Exam, Our Materials, Your Questions

At present, the ITSM20F exam requires a passing score of 65% (26 out of 40) and costs USD 180–280 (varies by region and delivery partner) to register. EXIN controls both figures, so confirm them on the official site before you book.

The latest exam information lists 40 questions for the ITSM20F exam, to be completed in 60 minutes minutes. Rehearsing under these conditions in the online engine is the closest thing to sitting the real test.

The EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) blueprint is organized into these principal domains:

  • Service Management System (SMS) Requirements (30%)
  • Operation of the Service Management System (55%)
  • Introduction to IT Service Management (15%)

EXIN recommends these official training options:

If formal classes fit your budget and calendar they add structure; otherwise, disciplined self-practice with a current bank covers the same ground.

A team of professional IT experts and certified trainers who focus on this exam field — and who keep the ITSM20F bank under constant updating so every candidate prepares smoothly. Every answer is expert-verified, and you can check the accuracy yourself with a free demo before buying. The online test engine deserves special mention: it simulates the actual test environment, supports Windows, Mac, Android, and iOS, carries no installation limits, and lets you practice without limits of time or location — a smooth preparation process for office workers who cannot attend classes.

Upon successful payment, our system automatically sends the product to your mailbox — typically within about a minute — with an instant download link on screen. If nothing arrives within two hours, check your spam folder and contact support. Once purchased, updates are free for 365 days: whenever a new version is released, the updated ITSM20F bank is sent to your email immediately. A 50% renewal discount applies after the period ends.

EXIN specifies the following prerequisites for the EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN): No formal prerequisites; open to all interested professionals.

Verify the details on the official certification page before registering.

Documented and honored. If you fail the corresponding exam within 60 days of purchase, send a scanned copy of your enrollment slip and your official Score Report PDF within two days of the exam date; verified claims are refunded in full within seven days. Exclusions: exams taken within three days of purchase, candidate names that differ from the payer, and free or expired products. If you have another exam in mind, you can instead exchange your product for two others of equal value at no charge.

Registration runs through the official channels below:

Choose a test center or online appointment, and book early to keep your preparation timeline comfortable.

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

Question #1

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
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #2

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
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #3

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
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #4

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
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #5

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.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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