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Exin ITSM20F.EN Exam

Certification Provider: Exin
Exam Name: IT Service Management Foundation
Duration: 60 Minutes
Number of questions in our database: 116
Exam Version: Apr. 07, 2024
ITSM20F.EN Exam Official Topics:
  • Topic 1: Explainthe activities and practical application of each process/ Explain the difference between an IT service and non-IT services
  • Topic 2: Explain the activities and practical application of each process/ Explain how the organization and interested parties impact the SMS
  • Topic 3: Describe importance of documentation and basic requirements for documentation/ Explainthe activities and practical applicationof each process
  • Topic 4: Describe the importance of understanding organizational risks and opportunies/ Describe the continual improvement activities for the SMS and services
  • Topic 5: Explainthe activities and practical application ofeach process/ Outline the requirements for designing, building and transitioning new or changed services
  • Topic 6: Describe the service management objectives/ Explainthe activities and practical application of each process
  • Topic 7: Describe the principles of continual improvement/ Explain the activities and practical application for each process
  • Topic 8: Describe the key principles of producing and implementing a service management system/ describe the objectives and service requirements
  • Topic 9: Identify the purpose and benefits of ISO/IEC 20000/ Resolution and Fulfilment Processes
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Free Exin ITSM20F.EN Exam Actual Questions

The questions for ITSM20F.EN were last updated On Apr. 07, 2024

Question #1

What does a quality policy aim to define?

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Correct Answer: A

A . Correct. A statement defined to deliver focus to the organization.

B . Incorrect. The document will record any policy statements pertinent to the obligations but not the obligations themselves.

C . Incorrect. These detail the needs of the Quality Management System, not of the policy.

D . Incorrect. These would provide input to the definition of the policies but these would not be the policies themselves.


Question #2

What is the recommendation with regard to the implementation of an emergency Change?

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Correct Answer: D

A . Incorrect. The authorization of the emergency Change is part of the process and there is no recommendation about who does this.

B . Incorrect. It is not recommended to bypass the whole process although some activities may be bypassed and covered later.

C . Incorrect. There is a requirement for a separate policy for emergency Changes but not a recommendation for a separate process.

D . Correct. It is recommended that the Change process should be followed where possible although any activities bypassed should be undertaken as soon as possible.


Question #3

For which type of organizations is ISO/IEC 20000 appropriate for use?

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Correct Answer: B

A . Incorrect. ITIL is much deeper than ISO/IEC 20000 therefore it will not confirm that all of ITIL has been implemented.

B . Correct. This is referenced within the scope of the standard.

C . Incorrect. It is the management system that gets certified not the services.

D . Incorrect. Service Providers specify their processes based upon ISO/IEC 20000 and ITIL.


Question #4

Which of the following is used as a set of guidance materials for IT governance?

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Correct Answer: A

A . Correct. CobiTTM is ISACA's guidance for IT governance.

B . Incorrect. ISO 9000 is the generic Quality Management System standard.

C . Incorrect. ISO/IEC 20000 is the IT Service Management standard.

D . Incorrect. MOF is the service management framework from Microsoft.


Question #5

What purpose can the ISO/IEC 20000 standard serve?

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Correct Answer: B

A . Incorrect. The standard requires that service performance is assessed by monitoring and reporting against service level targets. However, it does not define specific KPIs, as these will differ depending upon the situation (organization, services, agreed targets etc).

B . Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.

C . Incorrect. The requirements need to be driven by the business needs of the customer, not by the standard. The standard can help to ensure that suppliers are managed towards the provision of quality services.

D . Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.



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