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EXIN ITSM Foundation

EXIN ITSM Foundation

EXIN Foundation in IT Service Management based on ISO/IEC 20000

 

Summary

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.

 

The Foundation level is in line with the book Implementing Service Quality based on ISO/IEC 20000: A Management Guide written by Michael Kunas and the Workbook IT Service Management Foundation

 

IT Service Management Foundation is part of the Certified Integrator program and is one of the prerequisites to attain the titles: 

 

Target group

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

 

Context

Successful completion of the IT Service Management Foundation exam is the prerequisite for continuing studies in this qualification program. The IT Service Management Specialist certification, the next step, is strongly focused on the plan, do, check and act activities of Deming’s cycle across the SMS. The Foundation certificate also opens up the way to the IT Service Management Auditor certification. 

 

e-Competence Framework (e-CF)

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

 

    Level
 e-CF Area   e-Competence e-1 e-2 e-3 e-4 e-5
PLAN A.2. Service Level Management          
RUN C.1. User Support          
C.2. Change Support
       
C.3. Service Delivery          
C.4. Problem Management          
ENABLE D.9. Personnel Development          
MANAGE   E.4. Relationship Management          
E.5. Process Improvement          
E.6. ICT Quality Management          


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

 

Prerequisites

None.

 

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

 

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