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EXIN ITSM20F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to IT Service Management | 15% | - Core concepts of IT service management
|
| Topic 2: Service Management System (SMS) Requirements | 30% | - Operation, performance evaluation, and improvement
|
| Topic 3: Operation of the Service Management System | 55% | - Supply and demand processes
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
What has to be included in a well defined process?
- A. Statistical support
- B. Timelines
- C. Functions
- D. Expected outcomes
Input from other Service Management processes is required to keep the IT service continuity plan current
Which process has the most to contribute?
- A. Problem management
- B. Availability management
- C. Change management
- D. Financial management for IT services
Which process aims to prevent incidents resulting from changes to the IT infrastructure?
- A. Availability Management
- B. Problem Management
- C. Change Management
- D. Incident Management
Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?
- A. to be able to charge to the correct users of the service
- B. to be able to provide reports to management
- C. to provide input to the Capacity Database
- D. to prevent repetitive occurrence of Incidents
What does the term "Integrity" mean in the context of Information Security Management?
- A. Monitoring the access to information
- B. Protecting the information against unauthorized use
- C. Screening the support staff on their loyalty to the IT organization
- D. The accuracy, completeness and correctness of the information
