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Last Updated: Sep 13, 2026
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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
| Service Management Processes | - Configuration management - Release and deployment management - Incident and service request management - Problem management - Change management |
| Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
| 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 defines Service Quality'?
- A. Achieving a 99.999% continuous level of availability
- B. A series of activities that can be assessed in advance by a provider and customer
- C. Meeting stated customer requirements and expectations
- D. Providing a cost-effective service
A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?
- A. Service Catalog
- B. Underpinning Contract
- C. Service Level Agreement (SLA)
- D. Service Level Requirement
A company decides to apply the principle of continual improvement. Which action would result from this decision?
- A. Analyze and evaluate the existing situation to identify areas for improvement
- B. Start an internal service organization evaluation
- C. Analyze customer satisfaction and identify resulting actions
- D. Review the Service Management System at least annual
Which statement with regard to Information Security Management is true?
- A. Information Security Management to specifically focus on managing Information Security effective within all information systems.
- B. Security Incidents shall only be reported and recorded if they affect more than one user
- C. Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
- D. Management with appropriate authority shall approve an Information Security policy.
A Release policy needs to be documented and agreed. What must be included in the Release policy?
- A. the frequency and type of Releases
- B. the Release dates
- C. an analysis of the success or failure of
- D. Releases Requests For Change (RFCs)
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