ISO20000 Specialist

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Course Highlights

Adept is India’s first training company to be accredited with EXIN for delivering this program.

The EXIN certificate Associate offers practical knowledge in the field of implementing, improving and guaranteeing the quality of IT Service Management processes. It also deals with coordinating professionals, defining the sphere of activity and reporting on the performance and effectiveness of IT service management based on ISO/IEC 20000:2011

The IT Service Management Associate is strongly focused on the plan, do, check and act activities of Deming’s cycle across the SMS and within the Service delivery processes, Resolution Processes, Relationship Processes and Control Processes.

Target group

ITSM Associate is intended for those personnel who are involved in a practical way in:

  • Planning, implementing and managing a service management system (SMS)

  • Planning, implementing and managing service management processes

  • Monitoring and reporting on the performance and effectiveness of Service Management


  • Certificate Foundation in ITSM based on ISO/IEC 20000 or similar certificate.

  • The ITSM20AS training course with an EXIN accredited training provider (ATP), including having successfully fulfilled the practical assignments as part of the course.

Exam content

The topics of the Associate course are:

  •  Support the planning activities around the formal implementation of a service management system (SMS) and the service management processes

  • Monitor, measure and report on the SMS, service management processes and service performance

  • Support the design and transition activities of services

  • Manage on-going activities surrounding the SMS, service management processes and service delivery

  • Design and implement policies and activities that guide the organizational activities supporting service delivery


Exam Details

  • Number of questions: 60

  • Pass mark: 65% (39 out of 60)

  • Open book exam: no

  • Use of electronic devices permitted during the exam: no

Exam Code: ITSM20AS

Exam: EXIN ITSM Associate

View Details:

  • 3 day workshop

  • EXIN accredited Trainers

  • EXIN accredited courseware

  • Participation certificate from Adept

  • Official certificate from EXIN

  • 2 sets of sample question papers

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