EXIN ITSM Foundation based on ISO/IEC 20000

This courseware is available in a Virtual Classroom configuration.

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…

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Certificate EXIN ITSM Foundation based on ISO/IEC 20000
Duration 2 Days
Delivery Blended, Classroom, Virtual Classroom
Accreditor EXIN
Languages English

What is included in EXIN ITSM Foundation based on ISO/IEC 20000

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.

Course Information

Certification: EXIN ITSM Foundation based on ISO/IEC 20000

Duration: 2 Days

Domain: Service Management

Delivery Method: Blended, Classroom, Virtual Classroom

Accreditor: EXIN

Available Languages: English

Purchase Options:


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

Course Outline


Core Concepts to IT Service Management

  • 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




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We really enjoy the way the courseware is structured, covering not only the theoretical aspects but also clear real-life examples.

Gabriel Espinosa

Service Desk Manager At City National Bank