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Updated: Sep 10, 2026
No. of Questions: 78 Questions & Answers with Testing Engine
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EXIN ITSM20F Exam Overview:
| Certification Vendor: | EXIN |
|---|---|
| Exam Name: | EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) |
| Exam Number: | ITSM20F.EN |
| Exam Format: | Multiple Choice |
| Exam Duration: | 60 minutes |
| Real Exam Qty: | 40 |
| Certificate Validity Period: | No expiration (EXIN certifications are generally lifetime valid) |
| Available Languages: | English |
| Exam Price: | Varies by region (approximately €200–€300 equivalent) |
| Passing Score: | 65% |
| Related Certifications: | EXIN IT Service Management Professional EXIN IT Service Management Specialist |
| Recommended Training: | EXIN IT Service Management Foundation Training |
| Exam Registration: | EXIN Official Certification Registration |
| Sample Questions: | EXIN ITSM20F Sample Questions |
| Exam Way: | Online proctored or authorized test center (depending on region) |
| Pre Condition: | No formal prerequisites required |
| Official Syllabus URL: | https://www.exin.com |
EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management Processes | - Incident and service request management - Change management - Problem management - Release and deployment management - Configuration management |
| Continual Improvement | - Service improvement practices - PDCA cycle (Plan-Do-Check-Act) |
| Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
| Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
| ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
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. Screening the support staff on their loyalty to the IT organization
- D. The accuracy, completeness and correctness of the information
Why is it important that the Service Desk attempts to link an Incident to a Known Error?
- A. because this means the incident can be resolved more quickly
- B. because this is part of the IT Service Management model
- C. because this allows incidents to be better tracked
- D. because otherwise Problem Management cannot work
What is mandatory to define in the incident management procedures?
- A. The recording of problems
- B. The escalation of incidents
- C. The recording of deficiencies in the configuration management database (CMDB)
- D. The implementation of emergency changes
What is a Configuration Baseline?
- A. A configuration audit report
- B. The change requests allocated to a release
- C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
- D. A benchmark of the service provider's capability
In the context of standards, what does the term "conformity" stand for?
- A. Verification of supplier certification
- B. Alignment of an audit nonconformity report to a re-audit report
- C. Compliance with a requirement
- D. Quality Management System certification by an approved body
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