ISO /IEC 20000

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Course Highlights

ITIL® 2011 Foundation & ITSM - Foundation according to ISO/IEC 20000

The EXIN ITSM based on ISO/IEC 20000 program is a unique lean approach to IT Service Management:

  • It combines the key ITIL® elements with the quality principles of the ISO/IEC 20000 standard.

  • The program allows for ITIL® side entries, both on foundation and expert level.

  • It contains EXIN’s approach to a practical and role based certification.

  • It offers many practical examples, case studies and assessments.

How does ITSM Training help

  • Quality is an attitude

  • People make mistakes

  • Making mistakes is not the problem

  • Repeating mistakes is the real problem!

ITSM – Quality approach to Service Management.

 ITIL® & ITSM combo ensures that the learning experience is complete . The Professional learns the Frame work based on ITIL® and also get a practical knowledge of the Quality Approach to IT Service management based on ISO/IEC 20000.

Our program focuses on making people better at their jobs, in what they do daily.


The EXIN IT Service Management Foundation certificate describes the key information and concepts for IT Service Management as well as their 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.

Detailed Content

  • Introduction to IT Service Management

  • Content of ISO/IEC 20000, section 1-5 - basics

  • Scope

  • Terms and definitions

  • Requirements for a management system

  • Planning and implementing service management

  • Planning and implementing new or changed services
    Content of ISO/IEC 20000, section 6-10 - IT Service Management Processes

  • Resolution Process

  • Control Process

  • Release Process

  • Service Delivery Process

  • Relationship Process

  • Classification and Preview

  • ISO/IEC 20000 certification

  • Related practices and standards

  • ISO/IEC 20000 Qualification Program

Target group

  • ITSM Foundation is intended for everyone playing a role in a service management system interested in IT service management.

Exam content

The topics of the Foundation course include:

  • Core concepts of Service Management and quality frameworks

  • The Service Management System (SMS) and the value and application of the PDCA cycle

  • High-level concepts around service design and transition

  • Objectives, activities and quality requirements of the service management process

Exam Details

  • Number of questions: 40

  • Pass mark: 65% (26 out of 40)

  • Open book exam: no

  • Use of electronic devices permitted during the exam: no

Exam Code: ITSM20F

Exam: EXIN ITSM Foundation

View Details:

·        Training – Adept is Authorized Training Provider
·        Materials - Adept is Authorized Courseware Provider

·         Participation certificate with 16 hrs of PDU

·         EXIN Authorised Exam for ITSM Foundation


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