Exin ITSM20F.EN practice materials Questions Answers

Exam Code:
ITSM20F.EN
Exam Name:
IT Service Management Foundation Exam
Last Update:
Jun 01,2026

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Exin ITSM20F.EN Questions for ITSM ISO IEC 20000 Certification Exam 2026

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Questions & Answers PDF

• Question 1

  

  What is known as a temporary solution that enables the user to continue working?

  • Known Error
  • Request For Change (RFC)
  • Service Request
  • Workaround

  Reveal Answer Answer: D Next Question

• Question 2

  

  Deming proposed a system of continuous improvement. Which four activities does this system involve?

  • Plan. Do. Check and Act
  • Plan. Do. Evaluate and Act
  • Plan. Perform. Audit and Improve
  • Plan. Perform. Evaluate and Act

  Reveal Answer Answer: A Next Question

• Question 3

  

  What does the term "Integrity" mean in the context of Information Security Management?

  • Protecting the information against unauthorized use
  • Monitoring the access to information
  • The accuracy, completeness and correctness of the information
  • Screening the support staff on their loyalty to the IT organization

  Reveal Answer Answer: D Next Question

• Question 4

  

  What is the most common process that is associated with the Service Desk?

  • Change Management
  • Configuration Management
  • Incident Management
  • Service Level Management

  Reveal Answer Answer: C Next Question

• Question 5

  

  What is a parameter for measuring progress relative to key objectives in an organization?

  • Balanced Scorecard (BCS)
  • Critical Success Factor (CSF)
  • Key Performance Indicator (KPI)
  • Service Improvement Program (SIP)

  Reveal Answer Answer: C Next Question

• Question 6

  

  Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

  • Incident Management
  • Problem Management
  • Service Desk Service
  • Level Management

  Reveal Answer Answer: C Next Question

• Question 7

  

  What is the added value of a service being delivered according to IT service management best practice?

  • You can specifically define the service by means of a Service level agreement (SLA).
  • Services facilitate outcomes for customers.
  • You do not have to invest in processes to control the service.
  • Services have a lower total cost of ownership.

  Reveal Answer Answer: B Next Question

• Question 8

  

  One of the key activities in Supplier management is managing contracts with various suppliers. Which activity would not be included according to ISO/IEC 20000-1?

  • defining a point of contact who manages the relationship
  • defining criteria for subcontractors
  • ensuring the contract reflects current requirements
  • monitoring supplier performance against agreed targets

  Reveal Answer Answer: B Next Question

• Question 9

  

  Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

  • Availability Management
  • Financial Management for IT Services
  • IT Service Continuity Management
  • Service Level Management

  Reveal Answer Answer: D Next Question

• Question 10

  

  How should the requirements for Service continuity and availability be identified?

  • These should be identified based upon historical data for major incidents and their business impact on the organization.
  • These should be identified on the basis of customer satisfaction investigations, so that the real user needs can be considered.
  • These should be identified based upon the business priorities, Service level agreements (SLAs) and assessed risks.
  • These should be made up from service requirements and SLAs if available.

  Reveal Answer Answer: C Next Question

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