Learn with EXIN : ITSM20F training material for 100% pass
Updated: May 27, 2026
No. of Questions: 78 Questions & Answers with Testing Engine
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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
1. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?
A) Any standards defined by the company itself
B) A competitor's process management system
C) The budget available to Human Resources
D) The time to update the process documentation
2. Why is it important that the Service Desk attempts to link an Incident to a Known Error?
A) because otherwise Problem Management cannot work
B) because this means the incident can be resolved more quickly
C) because this is part of the IT Service Management model
D) because this allows incidents to be better tracked
3. 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) Availability Management
D) Service Level Management
4. What is the definition of IT Service Management?
A) Requirements for delivering service based upon best practices
B) Specialized organizational capabilities providing value to customers
C) Best practice guidance for operating services
D) An organization supping services to one or more customers
5. Which processes should the Plan, Do, Check, Act methodology be applied to?
A) all of the processes within the scope
B) the Requirements for a Management System process
C) the Planning & Implementing Service Management process
D) those that support business critical services
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: A |
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