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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 / ITSM20F.EN |
| Certificate Validity Period: | Valid for life (no renewal required) |
| Exam Duration: | 60 minutes |
| Real Exam Qty: | 40 |
| Passing Score: | 65% (26 out of 40) |
| Exam Format: | Multiple-choice questions, No negative marking, Closed-book |
| Exam Price: | USD 180â280 (varies by region and delivery partner) |
| Available Languages: | Korean, Spanish, Japanese, Portuguese, English |
| Recommended Training: | EXIN Official Training Materials A Guide to ISO/IEC 20000-1:2018 |
| Exam Registration: | Official EXIN Registration EXIN Authorized Partners |
| Sample Questions: | EXIN ITSM20F Sample Questions |
| Exam Way: | Online proctored or in-person at authorized test centers |
| Pre Condition: | No formal prerequisites; open to all interested professionals |
| 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: Operation of the Service Management System | 55% | - Service portfolio and configuration processes
|
| Topic 2: Introduction to IT Service Management | 15% | - Overview of ISO/IEC 20000 standard
|
| Topic 3: Service Management System (SMS) Requirements | 30% | - Operation, performance evaluation, and improvement
|
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. Service Level Management
- B. Service Desk
- C. Incident Management
- D. Availability Management
Correct Answer: B ð³ïž
Question #2
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 include the scope of the organization's service management plan
- C. It must be available in at least one hard copy and approved
- D. It must never include any know-how of the organization
Correct Answer: D ð³ïž
Question #3
Which statement with regard to Information Security Management is true?
- A. Information Security Management to specifically focus on managing Information Security effective within all information systems.
- B. Security Incidents shall only be reported and recorded if they affect more than one user
- 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.
Correct Answer: C ð³ïž
Question #4
What is meant by the Urgency of an Incident?
- A. the degree to which the incident gives rise to a deviation from the normal service level
- B. the degree to which the solution of an incident tolerates delay
- C. the relative importance of the incidents when handling them
- D. the time needed by IT Services to resolve the incident
Correct Answer: B ð³ïž
Question #5
Which of the following is a best practice concerning information security risk assessment?
- A. Information security risk assessments should be carried out by an external auditor to maintain objectivity.
- 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 performed at agreed intervals and be maintained during changes.
Correct Answer: D ð³ïž
By Lynn
