EXIN ITSM Expert Side Entry

EXIN ITSM Expert Side Entry


The Side Entry route leads ITIL® Experts to the Expert in IT Service Management based on ISO/IEC 20000. With a minimum of self-study and some practical assignments the candidates gets access to the exam EXIN Expert in IT Service Management based on ISO/IEC 20000.


Target group

The Side Entry is intended for ITIL® Experts who want a short route to a certification that relates their knowledge and activities to the requirements of the international ISO standard for service management. While acknowledging their current knowledge and experience in the service processes, this certification confirms their skills in applying the specific principles of the ISO standard, turning a set of ITSM processes into a coherent management system.



The Expert certificate IT Service Management based on ISO/IEC 20000 is part of the EXIN ITSM qualification program and a prerequisite of the Master in the qualification program.


e-Competence Framework (e-CF)

The mapping of this certificate against the e-Competence Framework.


 e-CF Area   e-Competence e-1 e-2 e-3 e-4 e-5
PLAN A.2. Service Level Management          
RUN C.3. Service Delivery
C.4. Problem Management          
ENABLE D.2. ICT Quality Strategy Development          
D.8. Contract Management          
D.9. Personnel Development          
Forecast Development          
E.3. Risk Management          
E.4. Relationship Management          
E.5. Process Improvement          
E.6. ICT Quality Management          
E.7. Business Change Management          
E.8. IS Governance          

Legend for coverage:

  General - The competence is covered at the level indicated
  Partial - The competence is covered to some extent
  Superficial - Relevant knowledge is covered to some extent
  The competence level is available in the framework
  The competence level is not available in the framework


  • The ITIL® Expert certificate

Because the ITIL® Expert certificate covers the necessary theoretical knowledge of IT service management, the training Expert in IT Service Management based on ISO/IEC 20000 is not mandatory.

  • Successful completion of the Practical Assignments assessed by an EXIN accredited training provider (evidence must be uploaded to candidate portal)
  • Successful completion of the exam Expert in IT Service Management based on ISO/IEC 20000


Exam content

1. Planning the service management system

2. Implementing and managing the service management system

3. Measuring, monitoring and reporting on the service management system

4. Improving the service management system

Exam Details

  • Number of multiple-choice questions: 20 - Pass mark: 65% (13 out of 20)
  • Number of case study based essay questions: 3 - Pass mark: 50% (25 out of 50)
  • Open book: no
  • Electronic devices permitted: no
  • Time allotted for examination: 120 minutes

Note: The essay part will only be assessed when the multiple choice part is passed. Both parts must be passed in order to receive a certificate. It is not possible to retake only one part.


This exam is available in these languages:

  • English
Interested in another language? Please contact us

Career path

EXIN ITSM Expert Side Entry

Fast Track Calculator

The ITSM Fast Track Calculator lets candidates see in just two steps what the optimal path is to ITSM professional certification.

1. Simply choose your destination in the ITSM program chart
2. Enter the certificates already earned

The calculator takes a few moments to consider all of the possible paths, and then presents the best path to the candidate.

> Go to the calculator (popup)

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