Most Recent Exin ITSM20F.EN Exam Dumps

Prepare for the Exin IT Service Management Foundation exam with our extensive collection of questions and answers. These practice Q&A are updated according to the latest syllabus, providing you with the tools needed to review and test your knowledge.

QA4Exam focus on the latest syllabus and exam objectives, our practice Q&A are designed to help you identify key topics and solidify your understanding. By focusing on the core curriculum, These Questions & Answers helps you cover all the essential topics, ensuring you're well-prepared for every section of the exam. Each question comes with a detailed explanation, offering valuable insights and helping you to learn from your mistakes. Whether you're looking to assess your progress or dive deeper into complex topics, our updated Q&A will provide the support you need to confidently approach the Exin ITSM20F.EN exam and achieve success.

The questions for ITSM20F.EN were last updated on May 6, 2025.

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Question No. 1

It is essential that an owner at senior level has overall responsibility for Service Management.

Which of the statements below is a best practice?

AA senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).

BA senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.

CA senior responsible owner should ensure resourcing for service improvement activities.

DA senior responsible owner should have responsiblity for Customer Relationship Management.

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Correct Answer: C

Question No. 2

How should the Deming cycle be used?

Aas a model for continual improvement

Bas a model for customer orientation

Cas a model to be used during the design phase of the service

Das a model to calculate the costs of service improvement

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Correct Answer: A

A . Correct. This is the focus of the cycle.

B . Incorrect. The focus of the cycle is on continual improvement and not specifically customer orientation.

C . Incorrect. The model can be used during the design phase, but the focus is on continual improvement during all phases.

D . Incorrect. Cost models as part of budgeting and accounting would do this.

Question No. 3

Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

AIncidents

BKnown Errors

CLicenses

DRequests for Change (RFCs)

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Correct Answer: C

Question No. 4

What is the primary purpose of analyzing Change records?

Ato be able to open a new Problem record, so proactive identification of Incidents is possible

Bto check if related Incident records are adequately closed

Cto detect increasing levels of Changes and emerging trends

Dto provide input to the Service Reporting process

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Correct Answer: C

A . Incorrect. Problem records are opened based upon Incident analysis.

B . Incorrect. To check if Incident records are adequately closed, Incident records shall be analyzed.

C . Correct. Analysis of Change records allows for trend identification.

D . Incorrect. The purpose of analyzing Change records is to detect increasing levels of Changes and emerging trends.

Question No. 5

What is the correct way to make a change to a contract as a result of a major review of an authorized contract?

Athrough the Business Relationship Management process

Bthrough the Change Management process

Cthrough the Customer representative

Dthrough the Supplier Management process

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Correct Answer: B

A . Incorrect. The Business Relationship Management process is responsible for setting up service review meetings to discuss changes to the service scope, SLA, contract etc. Changes to the contract(s) resulting from these meetings will be subject to the Change Management process.

B . Correct. Any changes to the contract shall be subject to the Change Management process.

C . Incorrect. These representatives will be involved via other processes (e.g. Business Relationship Management process).

D . Incorrect. Supplier Management is responsible for having a process in place for a major review of the contract. Any changes to the contract shall be subject to the Change Management process.

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