EXIN ITSM20F Actual Free Exam Questions & Community Discussion

Exam Code/Number: ITSM20F
Exam Name/Title: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
Certification Provider: EXIN
Corresponding Certification: ITSM

Exam Questions: 78
Updated On: Sep 09, 2026

Question #1

Input from other Service Management processes is required to keep the IT service continuity plan current
Which process has the most to contribute?

A. Change management

B. Problem management

C. Availability management

D. Financial management for IT services

Discussion 0

Correct Answer: A Vote an answer

Question #2

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 Requirement

D. Service Level Agreement (SLA)

Discussion 0

Correct Answer: A Vote an answer

Question #3

Different types of events are reported to the Service Desk. Which event is an incident?

A. A notification that a new toner cartridge has just been installed in a printer

B. Information about the rollout of a specific application

C. A report that the printer is not working

D. A request for the installation of a new bookkeeping package

Discussion 0

Correct Answer: C Vote an answer

Question #4

What defines Service Quality?

A. Meeting stated customer requirements and expectations

B. A series of activities that can be assessed in advance by a provider and customer

C. Achieving a 99.999% continuous level of availability

D. Providing a cost-effective service

Discussion 0

Correct Answer: A Vote an answer

Question #5

What is used for the assessment of maturity of organizations?

A. CMMI@

B. ITIL@

C. CobIT

D. MOF

Discussion 0

Correct Answer: A Vote an answer

Question #6

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. The budget available to Human Resources

C. A competitor's process management system

D. The time to update the process documentation

Discussion 0

Correct Answer: A Vote an answer

Question #7

What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

A. Capacity management

B. Incident management

C. Release management

D. Information security management

Discussion 0

Correct Answer: D Vote an answer

Question #8

What is the objective of the service reporting process?

A. to provide progress reports on the planning and implementation of service management

B. to document measures taken to manage information security effectively within all service activities

C. to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents

D. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication

Discussion 0

Correct Answer: D Vote an answer

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