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EXIN ITSM20F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Operation of the Service Management System | 55% | - Service design, build and transition processes - Supply and demand processes - Relationship and agreement processes - Service portfolio processes - Service assurance processes - Resolution and fulfilment processes |
| Topic 2: Introduction to IT Service Management | 15% | - Core concepts of IT service management - Core concepts surrounding ISO/IEC 20000-1:2018 |
| Topic 3: Service Management System (SMS) | 30% | - Core concepts of the service management system - Critical elements of a service management system |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
What is meant by the Urgency of an Incident?
- A. the time needed by IT Services to resolve the incident
- B. the degree to which the solution of an incident tolerates delay
- C. the relative importance of the incidents when handling them
- D. the degree to which the incident gives rise to a deviation from the normal service level
What is the best definition of "Quality system"?
- A. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
- B. set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
- C. organizational structure related to responsibilities, procedures and resources for implementing quality management
- D. mandatory Quality management practices followed by everyone in the service provider organizations
Input from other Service Management processes is required to keep the IT service continuity plan current
Which process has the most to contribute?
- A. Change management
- B. Availability management
- C. Problem management
- D. Financial management for IT services
An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?
- A. Service Desk
- B. Release Management
- C. Change Management
- D. Security Management
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 at agreed intervals and be maintained during changes.
- C. Information security risk assessments should be performed as a result of the review of every incident.
- D. Information security risk assessments should be performed once a year.
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