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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ISO/IEC 20000 Framework | - Structure and requirements of ISO/IEC 20000 - Service Management System (SMS) |
| Topic 2: Service Management Processes | - Incident and service request management - Change management - Configuration management - Release and deployment management - Problem management |
| Topic 3: Continual Improvement | - Service improvement practices - PDCA cycle (Plan-Do-Check-Act) |
| Topic 4: Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
| Topic 5: Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
Question 1
Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?
A. Availability Management
B. Service Level Management
C. Incident Management
D. Service Desk
Question 2
What is a purpose of ISO/IEC 20000?
A. to promote the adoption of an integrated process approach
B. to provide best practice guidance on IT Service Management
C. to provide best practice guidance on security management
D. to promote the adoption of IT governance
Question 3
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
A. quarterly
B. only when there is a business need to change the service
C. monthly
D. annually
Question 4
What does the term "Integrity" mean in the context of Information Security Management?
A. Protecting the information against unauthorized use
B. Monitoring the access to information
C. The accuracy, completeness and correctness of the information
D. Screening the support staff on their loyalty to the IT organization
Question 5
What is an ISO/EC 20000 requirement relating to the service management plan?
A. It must be available in at least one hard copy and approved
B. It must include the scope of the organization's service management plan
C. It must include the documented procedures specified by the standard
D. It must never include any know-how of the organization
Solutions:
| Question 1 Answer: D | Question 2 Answer: A | Question 3 Answer: D | Question 4 Answer: D | Question 5 Answer: D |







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