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 #17

What is mandatory to define in the incident management procedures?

A. The recording of problems

B. The recording of deficiencies in the configuration management database (CMDB)

C. The implementation of emergency changes

D. The escalation of incidents

Discussion 0

Correct Answer: D Vote an answer

Question #18

What is required for an implementation of IT Service Management to be successful?

A. The appointment of a specialist department responsible for the development of the process structures

B. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation

C. The involvement and commitment of personnel at all levels in the organization from operational staff to top management

D. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities

Discussion 0

Correct Answer: C Vote an answer

Question #19

What is the difference between a process owner and a process manager?

A. a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate

B. a process owner is a director and a process manager is a manager

C. a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process

D. a process owner will work directly with business leadership and the process manager only works within IT

Discussion 0

Correct Answer: C Vote an answer

Question #20

Quality Management Systems can assist organizations in enhancing what?

A. Relationship with third parties

B. ISO/EC 20000

C. Customer satisfaction

D. Supplier satisfaction

Discussion 0

Correct Answer: C Vote an answer

Question #21

What is a parameter for measuring progress relative to key objectives in an organization?

A. Key Performance Indicator (KPI)

B. Service Improvement Program (SIP)

C. Balanced Scorecard (BCS)

D. Critical Success Factor (CSF)

Discussion 0

Correct Answer: A Vote an answer

Question #22

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

A. Service Level Management

B. Change Management

C. Business Relationship Management

D. Release Management

Discussion 0

Correct Answer: B Vote an answer

Question #23

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. Incident Management

C. Service Desk Service

D. Problem Management

Discussion 0

Correct Answer: C Vote an answer

Question #24

When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?

A. Capacity Management Financial

B. IT Service Continuity Management

C. Availability Management

D. Management for IT Services

Discussion 0

Correct Answer: A Vote an answer

Download Free EXIN ITSM20F Demo

Simply submit your e-mail address below to get started with our free demo of your EXIN ITSM20F exam.