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 #9

What is the objective of a Management System?

A. to provide the policies and the framework that is needed for the effective management and implementation of all IT services

B. to define, agree, record and manage levels of services

C. to ensure that Key Performance Indicators (KPIs) are defined for all IT services

D. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality

Discussion 0

Correct Answer: A Vote an answer

Question #10

What is the definition of IT Service Management?

A. Requirements for delivering service based upon best practices

B. Best practice guidance for operating services

C. Specialized organizational capabilities providing value to customers

D. An organization supping services to one or more customers

Discussion 0

Correct Answer: C Vote an answer

Question #11

In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?

A. Capacity Management

B. Configuration Management

C. Service Level Management

D. Availability Management

Discussion 0

Correct Answer: A Vote an answer

Question #12

What is a function of processes?

A. They complement descriptions of structural and organizational roles and responsibilities

B. They express the level of compliance with the requested quality characteristics.

C. They describe vertical and horizontal escalation options.

D. They represent a complete set of monitoring options.

Discussion 0

Correct Answer: D Vote an answer

Question #13

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. Operational Level Contracts

C. Service Contracts

D. Service Level Agreements (SLAs)

Discussion 0

Correct Answer: C Vote an answer

Question #14

Which of the following is a best practice concerning information security risk assessment?

A. Information security risk assessments should be performed at agreed intervals and be maintained during changes.

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 once a year.

D. Information security risk assessments should be carried out by an external auditor to maintain objectivity.

Discussion 0

Correct Answer: A Vote an answer

Question #15

Which statement with regard to Information Security Management is true?

A. Security Incidents shall only be reported and recorded if they affect more than one user

B. Information Security Management to specifically focus on managing Information Security effective within all information systems.

C. Management with appropriate authority shall approve an Information Security policy.

D. Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.

Discussion 0

Correct Answer: C Vote an answer

Question #16

The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

A. Never

B. Before the breach

C. During service reporting

D. After the breach

Discussion 0

Correct Answer: B Vote an answer

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