Try and practice the latest EXIN : ITSM20F real questions & answers

Last Updated: Aug 25, 2026

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EXIN ITSM20F Practice Q&A's

ITSM20F PDF
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Failing the ITSM20F exam means paying the registration fee all over again. A set of 78 practice questions from Actual4Cert costs far less than a retake of EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN).

EXIN ITSM20F Exam Overview:

Certification Vendor:EXIN
Exam Name:IT Service Management Foundation based on ISO/IEC 20000
Exam Number:ITSM20F / ITSM20F.EN
Real Exam Qty:40
Exam Duration:60 minutes
Exam Price:USD 180–280 (varies by region and delivery partner)
Available Languages:Portuguese, Korean, Spanish, Japanese, English
Passing Score:65% (26 out of 40)
Exam Format:Multiple-choice questions, Closed-book, No negative marking
Certificate Validity Period:Valid for life (no renewal required)
Recommended Training:EXIN Official Training Materials
A Guide to ISO/IEC 20000-1:2018
Exam Registration:Official EXIN Registration
EXIN Authorized Partners
Sample Questions: DOWNLOAD DEMO
Exam Way:Online proctored or in-person at authorized test centers
Pre Condition:No formal prerequisites; open to all interested professionals
Official Syllabus URL:https://www.exin.com/business-service-management/exin-it-service-management-based-on-iso-iec-20000/exin-it-service-management-foundation-based-on-iso-iec-200002018

EXIN ITSM20F Exam Syllabus Topics:

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

Frequently Asked Questions About EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)

The EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) exam (exam code ITSM20F) is the official EXIN exam that leads to the IT Service Management Foundation based on ISO/IEC 20000:2018 certification, sitting at the Foundation level of the EXIN certification track. If this is the credential you are working toward, the 78 practice questions at Actual4Cert map directly to its objectives.

The EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) exam includes 40 questions, and you have 60 minutes to complete them. Divide the time limit by the question count and you get a tight average pace per item, so train yourself to flag time-consuming questions and return to them later instead of getting stuck. Before test day, run at least one full timed session in the Actual4Cert test engine under the same limits — the clock should never surprise you.

The passing score for EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) is 65% (26 out of 40), and the official registration fee is USD 180–280 (varies by region and delivery partner). A failed attempt means paying that fee in full again, so your preparation budget deserves the same attention as your study plan. A practical rule: book your exam date only after you can finish a Actual4Cert practice test comfortably above the passing score more than once.

According to EXIN, candidates should meet the following before registering: No formal prerequisites; open to all interested professionals. Requirements can change, so confirm the latest details on the official exam page before you register.

You can register for the EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) exam through the official channels below:

Exam delivery: Online proctored or in-person at authorized test centers.

EXIN lists the following official training options for this exam:

Formal training builds the theory; pair it with the 78 practice questions from Actual4Cert to find out whether you are genuinely ready for the exam.

Yes. A free PDF demo of the ITSM20F practice questions is available to download, so you can judge the format and quality before paying anything. Every purchase also includes 365 days of free updates, and if your product expires you can extend the update service at a 50% discount.

Your order is covered by a conditional 100% money-back guarantee: if you take the corresponding exam within 60 days of purchase and do not pass, you may apply for a full refund. Exams taken within 3 days of purchase are not eligible, nor are free materials or expired orders, and the candidate name must match the payer name. To claim, submit a scanned enrollment slip and your official Score Report PDF within 2 days of the exam; claims are processed within 7 days. Prefer to keep studying? You can instead exchange your purchase for two free products of equal value while keeping the update service on your original one. Delivery itself is immediate: your product unlocks for instant download right after payment and a copy is emailed to you within a minute — if nothing arrives within 2 hours, contact our support team. There is no limit on the number of computers you can install it on.

The EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) blueprint is divided into 3 major domains, starting with Operation of the Service Management System (55%), Introduction to IT Service Management (15%), and Service Management System (SMS) Requirements (30%). The full breakdown, including every subdomain and its weighting, is listed in the Exam Topics section above — review it against your own weak areas before scheduling the exam.

EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:

Question 1

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

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


Question 2

What is a Known Error?

A. A Problem that cannot be matched
B. A Problem for which the cause and Workaround have been identified
C. A serious incident whose resolution is known
D. A Problem that is resolved


Question 3

Deming proposed a system of continuous improvement.
Which four activities does this system involve?

A. Plan. Perform. Audit and Improve
B. Plan. Do. Evaluate and Act
C. Plan. Do. Check and Act
D. Plan. Perform. Evaluate and Act


Question 4

What defines Service Quality?

A. Achieving a 99.999% continuous level of availability
B. A series of activities that can be assessed in advance by a provider and customer
C. Providing a cost-effective service
D. Meeting stated customer requirements and expectations


Question 5

Which process or function has the responsibility of distributing information to users?

A. Customer Relationship Management
B. Service Desk
C. Incident Management
D. Change Management


Solutions:

Question 1
Answer: A
Question 2
Answer: A
Question 3
Answer: C
Question 4
Answer: D
Question 5
Answer: B

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