Study with ITSM20F Actual Test Questions
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Updated: May 31, 2026
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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
1. What are the key contents of an IT Service Management system?
A) A documented organizational and operational structure
B) A software system for the ticket
C) A software system to monitor the key performance indicators (KPIs)
D) Systematic processes for ticket recording and follow-up only
2. In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?
A) Operational Level Contracts
B) Service Contracts
C) Underpinning Contracts
D) Service Level Agreements (SLAs)
3. What is the aim of an internal audit?
A) To verify whether the defined key performance indicators (KPIs) are actually determined
B) To instruct all employees that quality-related requirements must be observed
C) To ensure and improve one's own quality capability
D) To monitor employee performance
4. What is the most common process that is associated with the Service Desk?
A) Configuration Management
B) Change Management
C) Incident Management
D) Service Level Management
5. What is a purpose of ISO/IEC 20000?
A) to promote the adoption of IT governance
B) to promote the adoption of an integrated process approach
C) to provide best practice guidance on IT Service Management
D) to provide best practice guidance on security management
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |
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