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EXIN ITSM20F Exam Questions
IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) (Page 3 )

Updated On: 16-Feb-2026
Page 3 of 29
PDF with 136 Questions

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?

  1. Error Control
  2. Identification of root causes
  3. Proactive Problem Management
  4. Problem Control

Answer(s): C



Quality Management Systems can assist organizations in enhancing what?

  1. Customer satisfaction
  2. ISO/EC 20000
  3. Relationship with third parties
  4. Supplier satisfaction

Answer(s): A



What is a Configuration Baseline?

  1. A benchmark of the service provider's capability
  2. A configuration audit report
  3. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
  4. The change requests allocated to a release

Answer(s): C



Deming proposed a system of continuous improvement.
Which four activities does this system involve?

  1. Plan. Do. Check and Act
  2. Plan. Do. Evaluate and Act
  3. Plan. Perform. Audit and Improve
  4. Plan. Perform. Evaluate and Act

Answer(s): A



In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?

  1. Capacity Management
  2. Service Level Management
  3. Configuration Management
  4. Availability Management

Answer(s): A






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