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IT Service Management Foundation (ITSM20F.EN) - Exin Exam Questions

Last updated on June 20, 2026

97% Exam Compliance
136 Total Questions
1
Question
One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.

Which aspect of Problem Management accomplishes this?
Options
A Error Control
B Problem Control
C Identification of root causes
D Proactive Problem Management
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2
Question
What does Service Management aim to achieve?
Options
A to exceed expectations at all times based on solid processes followed rigidly at all times
B to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
C to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
D to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
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3
Question
How should the requirements for Service continuity and availability be identified?
Options
A These should be identified based upon historical data for major incidents and their business impact on the organization.
B These should be made up from service requirements and SLAs if available.
C These should be identified based upon the business priorities, Service level agreements (SLAs) and assessed risks.
D These should be identified on the basis of customer satisfaction investigations, so that the real user needs can be considered.
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4
Question
A Post implementation review (PIR) is used to determine whether a corrective change has been successfully implemented.

Which process works in conjunction with Change management during a PIR?
Options
A Problem management
B Capacity management
C Configuration management
D Release management
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5
Question
What is a purpose of ISO/IEC 20000?
Options
A to promote the adoption of an integrated process approach
B to provide best practice guidance on security management
C to promote the adoption of IT governance
D to provide best practice guidance on IT Service Management
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