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Exin ITSM20F.EN Exam Dumps

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ITSM20F.EN Pack
Vendor: Exin
Exam Code: ITSM20F.EN
Exam Name: IT Service Management Foundation
Exam Questions: 116
Last Updated: April 15, 2026
Related Certifications: ITSM ISO IEC 20000
Exam Tags: Exin Management IT Test Service ManagerOffice Project Server Expert
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Free Exin ITSM20F.EN Exam Actual Questions

Question No. 1

What is SixSigma?

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Correct Answer: D, D

A . Incorrect. It is not only a quality instrument, it encompasses an improvement methodology.

B . Incorrect. It is not a maturity model.

C . Incorrect. It is developed in the 80's for general business processes.


Question No. 2

Which of the following calculates the number of defects per million opportunities?

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Correct Answer: D

Question No. 3

Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

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Correct Answer: D

A . Incorrect. This is a part of implementing the Service Management plan.

B . Incorrect. This is a part of the Service Management plan. During the Check phase it is important to review if the objectives are being achieved.

C . Incorrect. This is a part of Management responsibility.

D . Correct. This is a part of the standard with regard to the Check phase.


Question No. 4

What is the objective of the Service Continuity and Availability Management processes?

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Correct Answer: C

A . Incorrect. Effective communication is not the objective of the process Service Continuity and Availability Management. It is more relevant to Service Reporting.

B . Incorrect. Managing levels of service is the objective of the Service Level Management process.

C . Correct. This is the objective of the Service Continuity and Availability Management processes.

D . Incorrect. Service Continuity and Availability Management is a process between a supplier and a Customer. Not between a supplier and a provider.


Question No. 5

Where would an IT service for the customer normally be defined?

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Correct Answer: C

A . Incorrect. The IT Framework provides a structure for service management but would not define the service itself.

B . Incorrect. The OLA would define a support arrangement behind the prime customer service.

C . Correct. The Service Catalog or the SLA would define the service for the customer.

D . Incorrect. The Service Report would provide details of service performance not define the service.


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