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ITSM20F.EN Exam Questions & Answers

IT Service Management Foundation  •  Exin

116 Questions 60 min Updated Sep 2026 99% Pass Rate
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Sample ITSM20F.EN Questions

Practice with real exam-style questions, each with the verified correct answer and explanation.

Q1 MultipleChoice

What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

Correct Answer: D
Q2 MultipleChoice

What does the standard explicitly recommend to be implemented with Configuration Management?

Correct Answer: B
Q3 MultipleChoice

Which of the following is used as a set of guidance materials for IT governance?

Correct Answer: A
Explanation:

A . Correct. CobiTTM is ISACA's guidance for IT governance.

B . Incorrect. ISO 9000 is the generic Quality Management System standard.

C . Incorrect. ISO/IEC 20000 is the IT Service Management standard.

D . Incorrect. MOF is the service management framework from Microsoft.

Q4 MultipleChoice

An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

Correct Answer: A
Explanation:

A . Correct. The quality policy and quality objectives need to be agreed with more people, not only with the Change Manager.

B . Incorrect. This is a step involved in developing and implementing a Quality Management System.

C . Incorrect. This is a step involved in developing and implementing a Quality Management System.

D . Incorrect. This is a step involved in developing and implementing a Quality Management System.

Q5 MultipleChoice

What is the added value of a service being delivered?

Correct Answer: B

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Frequently Asked Questions

The ITSM20F.EN is the IT Service Management Foundation certification exam offered by Exin, which tests foundational knowledge of ITIL 2011 Edition principles and best practices. This certification is designed for professionals seeking to validate their understanding of IT service management concepts and terminology.

There are no formal prerequisites required to take the ITSM20F.EN exam, making it accessible to anyone interested in IT service management. However, having some basic understanding of IT operations or service delivery concepts is beneficial for exam preparation.

The ITSM20F.EN exam consists of 40 multiple-choice questions that must be completed within 60 minutes. A passing score of 65% (26 out of 40 questions) is required to obtain the certification.

The exam covers key ITIL concepts including service strategy, service design, service transition, service operation, and continual service improvement. It also tests knowledge of core ITSM processes, roles, and best practices in IT service delivery.

Preparation typically involves studying ITIL 2011 Edition materials, taking practice exams, and reviewing official Exin study guides and training resources. Many candidates benefit from formal training courses offered by accredited Exin training providers to ensure comprehensive coverage of all exam topics.
Exam Details
  • Exam CodeITSM20F.EN
  • VendorExin
  • Total Questions116
  • Duration60 min
  • LanguageEnglish
  • Version ISO/IEC 20000
  • Last UpdatedSep 1, 2026
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