Associate in ITSM based on ISO/IEC 20000

Associate in ITSM based on ISO/IEC 20000


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.


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


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



The certificate EXIN ITSM Associate is part of the ISO/IEC 20000 Qualification Program– a series of interlinked exams which are based on the various roles in IT Service Management.

Once the Associate is achieved, there are two options: the IT Service Management Consultant Manager or the IT Service Management Auditor.

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          
BUILD B.5. Documentation Production          
RUN    C.1. User Support          
C.2. Change Support          
C.3. Service Delivery          
C.4. Problem Management          
 ENABLE D.2. ICT Quality Strategy Development          
D.8. Contract Management          
D.9. Personnel Development          
Risk Management          
E.4. Relationship Management          
E.5. Process Improvement          
E.6. ICT Quality Management          
E.7. Business Change 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



  • 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


Print print Follow us facebook twitter linkedin youtube
Open sitemap

EXIN International

Radboudkwartier 223
Radboudhof, floor 5 (Hoog Catharijne)
3511 CJ Utrecht
The Netherlands


Contact »