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Exam Code: ITSM20F.EN
Exam Name: IT Service Management Foundation based on ISO/IEC 20000
Updated: Jul 19, 2026
Q & A: 135 Questions and Answers
ITSM20F.EN Free Demo download
EXIN ITSM20F.EN (IT Service Management Foundation based on ISO/IEC 20000) Certification Exam is designed to test the fundamental knowledge and understanding of IT Service Management based on the ISO/IEC 20000 standard. IT Service Management Foundation based on ISO/IEC 20000 certification is ideal for IT professionals who are looking to gain knowledge and expertise in IT Service Management and are interested in pursuing a career in IT Service Management. The ITSM20F.EN certification exam covers various topics such as Service Management System, Service Management Processes, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
EXIN ITSM20F.EN exam is designed to test the foundation-level knowledge of IT service management based on the ISO/IEC 20000 standard. IT Service Management Foundation based on ISO/IEC 20000 certification is highly recommended for IT professionals who are involved in the management of IT services, including service delivery managers, IT project managers, IT operations managers, service desk managers, and IT service providers. Passing ITSM20F.EN exam can help individuals to demonstrate their competence and understanding of IT service management practices and principles.
Reference: https://www.exin.com/qualification-program/exin-it-service-management-based-isoiec-20000
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| Section | Weight | Objectives |
|---|---|---|
| Introduction to IT Service Management | 20% | - Concepts: services, customers, suppliers, stakeholders - Structure and benefits of ISO/IEC 20000 standard - Purpose, value and scope of ITSM |
| Service Management System (SMS) | 30% | - Organizational context and governance - Planning, risk management and resource management - Leadership, policy and objectives - Documentation and process management |
| Design and Transition of New or Changed Services | 15% | - Requirements definition and service design - Service acceptance criteria and transition planning |
| Service Operation Processes | 35% | - Performance evaluation and continual improvement - Service delivery processes
|
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