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EXIN ITSM20F Exam Overview:
| Certification Vendor: | EXIN |
|---|---|
| Exam Name: | IT Service Management Foundation based on ISO/IEC 20000 |
| Exam Number: | ITSM20F.EN |
| Real Exam Qty: | 40 |
| Related Certifications: | EXIN IT Service Management Associate based on ISO/IEC 20000 EXIN IT Service Management Professional based on ISO/IEC 20000 |
| Exam Duration: | 60 minutes |
| Exam Format: | Multiple Choice Questions |
| Available Languages: | Korean, Portuguese, English, Japanese |
| Passing Score: | 65% |
| Sample Questions: |  |
| Exam Way: | Onsite or online proctored delivery |
| Pre Condition: | None |
| Official Syllabus URL: | https://www.exin.com/business-service-management/exin-it-service-management-based-on-iso-iec-20000/exin-it-service-management-foundation-based-on-iso-iec-200002018 |
EXIN ITSM20F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management System (SMS) | 30% | - Core concepts of the service management system - Critical elements of a service management system |
| Topic 2: Introduction to IT Service Management | 15% | - Core concepts of IT service management - Core concepts surrounding ISO/IEC 20000-1:2018 |
| Topic 3: Operation of the Service Management System | 55% | - Supply and demand processes - Service portfolio processes - Service design, build and transition processes - Service assurance processes - Relationship and agreement processes - Resolution and fulfilment processes |
ITSM20F Exam FAQ: What Candidates Ask About EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
The ITSM20F exam, officially known as EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN), is the EXIN test that leads to the ITSM certification at the Foundation level. Passing it validates the skills employers expect from a certified professional. It is also associated with related credentials such as EXIN IT Service Management Associate based on ISO/IEC 20000, EXIN IT Service Management Professional based on ISO/IEC 20000.
The ITSM20F exam contains 40 questions, and you have 60 minutes to complete them. Work out your per-question pace before test day, and flag slow items instead of stalling on them — time pressure, not knowledge, sinks many first attempts. Timed mock exams in the Actual4Exams test engines are the most reliable way to build that rhythm.
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Entry requirements can change, so confirm the latest conditions on the official exam page: https://www.exin.com/business-service-management/exin-it-service-management-based-on-iso-iec-20000/exin-it-service-management-foundation-based-on-iso-iec-200002018.
Yes. A free PDF demo of the EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) questions is available, so you can check the question style and answer quality before you pay. Every purchase also includes 365 days of free updates, and if the product expires you can renew the update service at a 50% discount from your member zone.
If you take the corresponding ITSM20F exam within 60 days of purchase and do not pass, you can apply for a full refund under the 100% Money Back Guarantee: submit a scan of your enrollment slip and your official Score Report (PDF) within 2 days of the exam date, and the claim is processed within 7 days. Attempts made within 3 days of purchase, downloads without an actual exam attempt, free materials, and expired orders are not eligible, and the candidate name must match the payer name. Prefer new material instead of a refund? You can exchange your purchase for two free products of equal value and keep the update service on your original product. As for delivery, the files are available for instant download and are also emailed to you within one minute of payment — if nothing arrives within 2 hours, contact customer service. There is no limit on how many computers you can install the product on.
The official EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) outline is organized into 3 domains. The first three are:
- Operation of the Service Management System — 55% of the exam
- Introduction to IT Service Management — 15% of the exam
- Service Management System (SMS) — 30% of the exam
See the complete exam topics section above for the full outline and the weighting of every domain.
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
What is the aim of an internal audit?
- A. To ensure and improve one's own quality capability
- B. To verify whether the defined key performance indicators (KPIs) are actually determined
- C. To instruct all employees that quality-related requirements must be observed
- D. To monitor employee performance
What is meant by the Urgency of an Incident?
- A. the relative importance of the incidents when handling them
- B. the degree to which the incident gives rise to a deviation from the normal service level
- C. the degree to which the solution of an incident tolerates delay
- D. the time needed by IT Services to resolve the incident
What is the purpose of CobiT?
- A. to provide a high level process model that organizes a broad range of IT activities
- B. to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
- C. to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
- D. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location.
What is the name of this location?
- A. Definitive Software Library (DSL)
- B. Software Distribution Library
- C. Capacity Database
- D. Configuration Management Database (CMDB)
What is an ISO/EC 20000 requirement relating to the service management plan?
- A. It must include the documented procedures specified by the standard
- B. It must be available in at least one hard copy and approved
- C. It must never include any know-how of the organization
- D. It must include the scope of the organization's service management plan
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