Pass your actual test at first attempt with EXIN ITSM20F training material
Last Updated: Sep 13, 2026
No. of Questions: 78 Questions & Answers with Testing Engine
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| Section | Objectives |
|---|---|
| Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
| Continual Improvement | - Service improvement practices - PDCA cycle (Plan-Do-Check-Act) |
| Service Management Processes | - Configuration management - Change management - Incident and service request management - Problem management - Release and deployment management |
| ISO/IEC 20000 Framework | - Structure and requirements of ISO/IEC 20000 - Service Management System (SMS) |
| Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
A company decides to apply the principle of continual improvement. Which action would result from this decision?
Correct Answer: A ð³ïž
Which process includes the responsibility of recovering the service as quickly as possible?
Correct Answer: C ð³ïž
Which of the following activities in the Problem Management process is related to the Change Management process?
Correct Answer: B ð³ïž
What data is recorded when an incident is reported to the Service Desk?
Correct Answer: A ð³ïž
What is required to be in place for emergency changes?
Correct Answer: C ð³ïž
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