The ITSM20F.EN Exam is a multiple-choice exam that consists of 40 questions. ITSM20F.EN exam is designed to test the candidates' knowledge and understanding of ITSM based on the ISO/IEC 20000 standard. To pass the exam, candidates must achieve a score of at least 65%. ITSM20F.EN exam is available in several languages, including English, French, German, Dutch, and Spanish, among others. Once certified, individuals can demonstrate their expertise in ITSM and enhance their career prospects in the IT industry.
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The ITSM20F.EN Certification Exam is an internationally recognized certification that is highly respected in the IT industry. IT Service Management Foundation based on ISO/IEC 20000 certification demonstrates that the candidate has a thorough understanding of the ITSM framework and is capable of implementing and managing IT services in a structured and efficient manner. The ITSM20F.EN certification is suitable for IT professionals at all levels, including IT managers, IT consultants, IT service providers, and IT support staff.
Reference: https://www.exin.com/qualification-program/exin-it-service-management-based-isoiec-20000
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EXIN ITSM20F.EN Exam Syllabus Topics:
| Section | Objectives |
| Topic 1: Service Management System | - SMS Requirements
- 1. Service management system structure
- 2. Documentation and control
- 3. Roles and responsibilities
- 4. Policies, objectives, and governance
|
| Topic 2: Introduction to IT Service Management | - Fundamental Concepts
- 1. Purpose and benefits of IT Service Management
- 2. Service, customer, and stakeholder concepts
- 3. ISO/IEC 20000 overview
- 4. Value creation through services
|
| Topic 3: Relationship and Supply Processes | - Managing Stakeholders and Suppliers
- 1. Supplier management
- 2. Service level management
- 3. Business relationship management
|
| Topic 4: Performance Evaluation and Improvement | - Monitoring and Enhancement
- 1. Performance measurement
- 2. Management reviews
- 3. Continual service improvement
- 4. Internal audits
|
| Topic 5: Operation of the Service Management System | - Service Lifecycle Activities
- 1. Service delivery and support
- 2. Continual improvement
- 3. Service transition
- 4. Service planning and design
|
| Topic 6: Resolution and Control Processes | - Service Assurance
- 1. Incident management
- 2. Change control
- 3. Configuration management
- 4. Problem management
|