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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: Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
| Topic 3: Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| Topic 4: Service Management Processes | - Release and deployment management - Change management - Incident and service request management - Problem management - Configuration management |
| Topic 5: Continual Improvement | - Service improvement practices - PDCA cycle (Plan-Do-Check-Act) |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
1. While planning for service improvements, what is an important best practice to consider?
A) The progress of service improvement should be discussed at least weekly in the steering committee.
B) The progress should be monitored closely by an independent project manager to maintain objectivity.
C) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
D) The service improvement targets should not change until the target is reached, or else no consistency is maintained
2. What is the objective of the Security Management process?
A) to manage information security effectively within all service activities
B) to manage information security effectively for critical services only
C) to manage information security effectively for IT staff
D) to manage information security effectively relating to the financial administration of service activities
3. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
A) A record of all future training courses for each employee
B) An overview of all possible training modules that match with competences
C) A chronological training record for each individual
D) An overview of all personal details per employee
4. What is the purpose of CobiT?
A) to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
B) to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
C) to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
D) to provide a high level process model that organizes a broad range of IT activities
5. A company decides to apply the principle of continual improvement. Which action would result from this decision?
A) Start an internal service organization evaluation
B) Review the Service Management System at least annual
C) Analyze and evaluate the existing situation to identify areas for improvement
D) Analyze customer satisfaction and identify resulting actions
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: C |






