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EXIN ITSM20F.EN Exam (page: 5)
EXIN IT Service Management Foundation based on ISO/IEC 20000
Updated on: 15-Feb-2026

Viewing Page 5 of 29
ITSM20F.EN PDF 136 Questions

What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

  1. Capacity management
  2. Incident management
  3. Information security management
  4. Release management

Answer(s): C



What is the contribution of Availability Management to the Service Level Management process?

  1. Availability Management provides information about the availability of the services being provided.
  2. Availability Management acts in consultation with users to determine the availability of IT services.
  3. Availability Management supplies data about the availability requirements of users.
  4. Availability Management ensures that a Service Level Agreement (SLA) is available for all users.

Answer(s): A



What are the key contents of an IT Service Management system?

  1. A documented organizational and operational structure
  2. A software system for the ticket
  3. A software system to monitor the key performance indicators (KPIs)
  4. Systematic processes for ticket recording and follow-up only

Answer(s): A



What is mandatory to define in the incident management procedures?

  1. The escalation of incidents
  2. The implementation of emergency changes
  3. The recording of deficiencies in the configuration management database (CMDB)
  4. The recording of problems

Answer(s): A



While planning for service improvements, what is an important best practice to consider?

  1. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
  2. The progress of service improvement should be discussed at least weekly in the steering committee.
  3. The progress should be monitored closely by an independent project manager to maintain objectivity.
  4. The service improvement targets should not change until the target is reached, or else no consistency is maintained

Answer(s): A



Viewing Page 5 of 29



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