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EXIN ITSM20F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management System (SMS) | 30% | - Core concepts of the service management system - Critical elements of a service management system |
| Introduction to IT Service Management | 15% | - Core concepts surrounding ISO/IEC 20000-1:2018 - Core concepts of IT service management |
| Operation of the Service Management System | 55% | - Supply and demand processes - Service assurance processes - Relationship and agreement processes - Service design, build and transition processes - Service portfolio processes - Resolution and fulfilment 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. Expected outcomes
- C. Functions
- D. Timelines
Who or what should always be informed in case a release is rejected, delayed or
cancelled?
- A. Business relationship management
- B. Incident management
- C. The senior management representative
- D. Change management
What is mandatory to define in the incident management procedures?
- A. The recording of problems
- B. The escalation of incidents
- C. The recording of deficiencies in the configuration management database (CMDB)
- D. The implementation of emergency changes
What are the key contents of an IT Service Management system?
- A. Systematic processes for ticket recording and follow-up only
- B. A documented organizational and operational structure
- C. A software system to monitor the key performance indicators (KPIs)
- D. A software system for the ticket
What defines Service Quality?
- A. Meeting stated customer requirements and expectations
- B. Providing a cost-effective service
- C. A series of activities that can be assessed in advance by a provider and customer
- D. Achieving a 99.999% continuous level of availability
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