Exin ITSM20F.EN Exam Syllabus

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Before starting your ITSM20F.EN exam preparation, it is recommended to review the complete Exin IT Service Management Foundation exam syllabus and carefully go through the exam objectives listed below. Once you understand the exam structure and objectives, you should practice using our free ITSM20F.EN questions. We also provide premium ITSM20F.EN practice test, fully updated according to the latest exam objectives, to help you accurately assess your preparedness for the actual exam.

Exin ITSM20F.EN Exam Objectives

Section	Objectives
1 Introduction to IT Service Management	1.1 Core Concepts of IT Service Management The candidate can... 1.1.1 explain how “Adapt and Adopt” is used within service management. 1.1.2 explain the difference between an IT service and non-IT services. 1.1.3 describe the value of service management. 1.1.4 describe the principles of continual improvement. 1.2 Core Concepts Surrounding ISO/IEC 20000-1:2018 The candidate can... 1.2.1 identify the purpose and benefits of ISO/IEC 20000. 1.2.2 describe what a service management system is. 1.2.3 describe how management system standards (MSSs) are designed to allow organizations to integrate multiple MSSs.
2 Service Management System (SMS)	2.1 Critical Elements of a Service Management System The candidate can... 2.1.1 explain how the organization and interested parties impact the SMS. 2.1.2 describe the importance of understanding organizational risks and opportunies. 2.1.3 describe the service management objectives. 2.1.4 outline the leadership responsibilities. 2.1.5 define general governance principles. 2.1.6 describe importance of documentation and basic requirements for documentation. 2.1.7 describe the requirements for resource management. 2.2 Core Concepts of the Service Management System The candidate can... 2.2.1 describe the key principles of producing and implementing a service management system. 2.2.2 outline the requirements for designing, building and transitioning new or changed services. 2.2.3 describe the requirements for monitoring, measuring, analysis, evaluation and improving the SMS and services. 2.2.4 describe the continual improvement activities for the SMS and services.
3 The Operation of the Service Management System	3.1 Service Portfolio Processes (Service Catalog Management, Asset Management, Configuration Management) The candidate can... 3.1.1 describe the objectives and service requirements. 3.1.2 explain the activities and practical application for each process. 3.2 Relationship and Agreement Processes (Business Relationship Management, Service Level Management, Supplier Management) The candidate can... 3.2.1 describe the objectives and service requirements. 3.2.2 explain the activities and practical application of each process. 3.3 Supply and Demand Processes (Budgeting and Accouting for Services, Demand Management, Capacity Management) The candidate can... 3.3.1 describe the objectives and service requirements. 3.3.2 explain the activities and practical application of each process. 3.4 Service Design, Build and Transition Processes (Change Management, Release and Deployment Management) The candidate can... 3.4.1 describe the objectives and service requirements. 3.4.2 explain the activities and practical application of each process. 3.5 Resolution and Fulfilment Processes (Incident Management, Service Request Management, Problem Management) The candidate can... 3.5.1 describe the objectives and service requirements. 3.5.2 explain the activities and practical application of each process. 3.6 Service Assurance Processes (Service Availability Management, Service Continuity Management, Information Security Management) The candidate can... 3.6.1 describe the objectives and service requirements. 3.6.2 explain the activities and practical application of each process.
Official Information	https://www.exin.com/qualification-program/exin-it-service-management-based-isoiec-20000

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