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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Topic 2: Service Management Processes | - Configuration management - Incident and service request management - Release and deployment management - Problem management - Change management |
| Topic 3: Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| Topic 4: ISO/IEC 20000 Framework | - Structure and requirements of ISO/IEC 20000 - Service Management System (SMS) |
| Topic 5: Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
1. What is a parameter for measuring progress relative to key objectives in an organization?
A) Balanced Scorecard (BCS)
B) Service Improvement Program (SIP)
C) Key Performance Indicator (KPI)
D) Critical Success Factor (CSF)
2. While planning for service improvements, what is an important best practice to consider?
A) The progress should be monitored closely by an independent project manager to maintain objectivity.
B) The service improvement targets should not change until the target is reached, or else no consistency is maintained
C) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
D) The progress of service improvement should be discussed at least weekly in the steering committee.
3. Which processes should the Plan, Do, Check, Act methodology be applied to?
A) those that support business critical services
B) the Planning & Implementing Service Management process
C) the Requirements for a Management System process
D) all of the processes within the scope
4. What is an ISO/EC 20000 requirement relating to the service management plan?
A) It must include the documented procedures specified by the standard
B) It must be available in at least one hard copy and approved
C) It must include the scope of the organization's service management plan
D) It must never include any know-how of the organization
5. What is the objective of the Security Management process?
A) to manage information security effectively for critical services only
B) to manage information security effectively within all service activities
C) to manage information security effectively relating to the financial administration of service activities
D) to manage information security effectively for IT staff
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: B |




