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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
Top management needs to ensure that employees are aware of the relevance and importance of their activities.

What else do all employees need to be aware of?
Options
A How they can provide policies and a framework for a Service management system
B How they contribute to total salary reduction
C How they contribute to the achievement of the Service management objectives
D How they contribute to the Total cost of ownership (TCO)
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2
Question
What is the objective of the maintain and improve the SMS stage (Act)?
Options
A to improve the efficiency and effectiveness of the business
B to improve the efficiency and effectiveness of service support
C to improve the efficiency and effectiveness of service provision
D to improve the efficiency and effectiveness of the processes
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3
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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4
Question
Through which process does the implementation of new or changed services, including closure of a
service, need to be planned and approved?
Options
A Business Relationship Management
B Service Level Management
C Release Management
D Change Management
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5
Question
Quality Management Systems can assist organizations in enhancing what?
Options
A Customer satisfaction
B Supplier satisfaction
C ISO/EC 20000
D Relationship with third parties
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