EXIN ITSM Foundation based on ISO/IEC 20000 + Exam Fee(Bundle)

EXIN ITSM Foundation based on ISO/IEC 20000 + Exam Fee(Bundle)

Course Description:

The IT Service Management Foundation certificate describes the key information and concepts for IT Service Management based on ISO/IEC 20000 as well as its relationships with other areas of information management. This course builds the fundamental skills and knowledge enabling one to participate in organizational teams working within Service Management. Emphasis is on the service management system (SMS) and service management processes, specifically the core concepts and basic terminology of IT service management based on ISO/IEC 20000:2011.


ITSM Foundation is intended for everyone playing a role or having an interest in IT service management. Specific roles could include: managers, business and supervisory staff, team leaders, service designers, IT architects and/or planners, IT consultants, IT audit managers / auditors, IT security managers / officers, project/program managers, suppliers, Lead suppliers and sub-contracted suppliers, service provider customers

Learning Objectives:

Individuals certified at this level will have demonstrated their understanding of the:

  • Core concepts to IT Service Management

  • Core concepts surrounding quality frameworks

  • Management system for service management

  • Core concepts of the Service Management System

  • Core concepts for service design and transition

  • Service delivery processes

  • Relationship processes

  • Resolution processes and their relationships

  • Control processes and their relationships

Benefits of Taking This Course:

This course provides the participant with an overview and understanding of the main processes and core principles in IT Service Management based on the global standard ISO/IEC 20000. Learners will benefit from this when they apply this to their daily work. Also, they will be able to understand complex IT environments they work (or are going to work) in.

Generally, the ITSM Foundation certificate is a common prerequisite for any candidate applying for work in IT (Service Management).

Successful completion of the IT Service Management Foundation based on ISO/IEC 20000 course is the necessary prerequisite for continuing studies. The IT Service Management Associate based on ISO/IEC 20000, the next step, is strongly focused on the install, plan, do and check activities of Deming’s PDCA cycle and supporting the elements of audit and improvement (act) across the SMS. Once the Associate is achieved, there are two options: the IT Service Management Consultant Manager or the IT Service Management Auditor.

“I now understand what a service really means and how to manage this with processes”

Jan de Vries, IT Support Agent



Follow-on Courses:

Please list any particular products/courses that a participant can take after this course.

  • EXIN IT Service Management Associate based on ISO/IEC 20000

Course Materials:

You will receive the following as part of this course:

  • A participant handbook book (eBook if relevant) with reference materials, and an exam preparation guide


  • Exam Format: closed-book format: Web-Based or Paper-Based. Participants may bring pencil, pen and blank paper.

  • Questions: 40 multiple choice questions

  • Passing Score: 65 %

  • Exam Duration: 60 minutes. 15 minutes extra time for non-native English speakers

  • Proctoring: Live or  Webcam

Technical Requirements:

For eBooks:


Day 1

Day 2

1.     Course Intro

1.     Recap

2.     Core Concepts to ITSM

2.     Design & Transition and Service Delivery

3.     Core Concepts of Quality Frameworks

3.     Relationship Processes

4.     ISO/IEC 20000-1:2011

4.     Resolution Processes

5.     Service Management System

5.     Control Processes

6.     Sample Examination

Course Outline:

Core Concepts to ITSM

  • Process Model

  • Process Roles

  • Service (Management System)

Core Concepts of Quality Frameworks

  • PDCA

  • ITIL, COBIT, Six Sigma, CMMI, ISO 9001, ISO/IEC 27001

ISO/IEC 20000-1:2011

  • Certification

  • Compliance

  • Interested Parties

Service Management System

  • Governance

  • Documentation

  • Audits

  • Maintain and Improve

Design & Transition and Service Delivery

  • Design and Transition of New or Changed Services

  • Service Level Management

  • Capacity Management

  • Information Security Management

Relationship Processes

  • Business Relationship Management

  • Supplier Management

  • Supply Chain Relationships

Resolution Processes

  • Incident and Service Request Management

  • Problem Management

Control Processes

  • Configuration Management

  • Change Management

  • Release & Deployment Management
Course Details
Accreditor EXIN
Certificate EXIN ITSM Foundation based on ISO/IEC 20000
Duration 2 days
Languages English
Delivery Method Classroom, Virtual Classroom

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