ITSM20F.EN

The EXIN IT Service Management Foundation based on ITIL 4 (ITSM20F.EN) exam focuses on understanding the fundamental concepts of ITIL 4. The main points revolve around these key areas:

• ITIL 4 Core Concepts: This is the foundation. You need to understand the overall framework, its purpose, and the key principles guiding IT service management (ITSM). This includes the guiding principles, the four dimensions of service management, and the service value system (SVS).

• Service Value System (SVS): A thorough grasp of the SVS is crucial. This includes understanding its components:

  • Governance: How the organization steers and manages ITSM.
  • Service Value Chain: The activities that create value for the customer. You should understand each activity in the chain.
  • Practices: The specific ways of working that support the service value chain. You should know the categories of practices, not necessarily every single practice.
  • Continual Improvement: The ongoing process of enhancing the effectiveness and efficiency of ITSM.

• Four Dimensions of Service Management: Understanding the interconnectedness of these four dimensions is vital:

  • Organizations and people: The human element, roles, responsibilities, and culture.
  • Information and technology: The infrastructure and technology used to deliver services.
  • Partners and suppliers: External relationships supporting service delivery.
  • Value streams and processes: How value is created and delivered through end-to-end processes.

• Key Concepts and Terminology: You'll need to understand the definitions and relationships between various ITSM terms and concepts as defined within the ITIL 4 framework.

• Practical Application: While the emphasis is on understanding the concepts , the exam may present scenarios requiring you to apply this knowledge to real-world situations. You don’t need detailed, in-depth process knowledge, but you must understand how the concepts relate to each other and fit within the framework.

In short, the exam doesn't test deep technical skills or intricate process details. Instead, it assesses your understanding of the underlying principles and how they interconnect to form a coherent ITSM framework. Focusing on the relationships between the SVS components, the four dimensions, and the guiding principles will provide a solid foundation for success.