EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) ITSM20F Certified Exam Dumps

ITSM20F Exam Dumps

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Certification Provider: EXIN
Exam Code / Number: ITSM20F
Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
Exam Questions: 78
Last Updated: Oct 07, 2026
Corresponding Certification: ITSM

Go To ITSM20F Questions

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EXIN ITSM20F Exam Syllabus Topics:

SectionWeightObjectives
Introduction to IT Service Management15%- Overview of ISO/IEC 20000 standard
  • 1. Purpose, benefits, and structure of ISO/IEC 20000-1:2018
  • 2. Service Management System (SMS) concept
- Core concepts of IT service management
  • 1. Service, customer, user, and supplier definitions
  • 2. Continual improvement principles
  • 3. Value and scope of ITSM
Operation of the Service Management System55%- Supply and demand processes
  • 1. Information security management
  • 2. Capacity and demand management
  • 3. Service continuity and availability management
- Relationship and agreement processes
  • 1. Supplier management
  • 2. Business relationship management
  • 3. Service level management and service reporting
- Service portfolio and configuration processes
  • 1. Knowledge management
  • 2. Service asset and configuration management
  • 3. Service portfolio and service catalog management
- Resolution and control processes
  • 1. Problem management
  • 2. Incident and service request management
  • 3. Release and deployment management
  • 4. Change management
Service Management System (SMS) Requirements30%- Planning and support
  • 1. Resource management and competence
  • 2. Risks, opportunities, and objectives
  • 3. Documented information and communication
- Organizational context and leadership
  • 1. Interested parties and requirements
  • 2. Leadership, commitment, and governance
  • 3. Understanding internal and external context
- Operation, performance evaluation, and improvement
  • 1. Monitoring, measurement, and internal audit
  • 2. Management review and continual improvement
  • 3. Design and transition of services


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