ITSM Foundation: ISO/IEC 20000:2011
The ITSM Foundation: ISO/IEC 20000:2011 program is globally designed to develop foundational expertise in IT Service Management (ITSM), enabling professionals to understand service management systems, best practices, and processes aligned with the ISO/IEC 20000 standard.
Learn directly from global practitioners, IT service management experts, and industry leaders who are shaping the future of ITSM governance, service excellence, and continual service improvement.
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About ITSM FOUNDATION ISO/IEC 20000 Certification
Objectives Of ITSM Foundation Certification
A clear understanding of:
- Evaluate ITSM implementation effectiveness.
- Assess individual skills in ITSM assessment.
- Measure compliance with ISO/IEC 20000:2011 standard.
- Validate understanding of ITSM assessment processes.
- Test proficiency in ITSM system evaluation.
- Determine readiness for ISO/IEC 20000:2011 audits.
- Verify competence in ITSM system assessment.
- Ensure adherence to ITSM best practices.
- Evaluate the ability to identify improvement opportunities.
- Measure knowledge of ITSM assessment methodologies.
Benefits Of Certified ITSM Foundation ISO/IEC 20000
- High-value asset for organizations.
- Evidence of proficiency in ITSM.
- Attracts high-paying job opportunities.
- Showcases ITSM system expertise.
- Validated ISO/IEC 20000:2011 expertise.
- Improves understanding of ITIL framework and best practices.
- Enables effective alignment of IT services with business goals.
- Demonstrates ISO/IEC 20000:2011 skills.
- Globally recognized ready-to-implement skills.
- Recognized by the prestigious certification body.
ITSM Foundation Certification Exam Syllabus
1 Introduction to IT Service Management:+
•Fundamentals of IT service management.
•What is service management system and how it can be managed?
•Benefits of ITSMS
•Framework of ITSMS
•Core concepts of IT Service Management
2 The Service Management System (SMS):+
•Introduction to Management Systems
•Knowing the limits of service management and establishing the reach of the IT service management system
•IT service management system process areas
•Policy
•Organizational roles, responsibilities, and authorities
•Planning for the service management system
•Service catalogue and list of services
•Risk management of services
•Service management plan and the requirements.
•The Service Management System's (SMS) key concepts
3 Service Design and Transition:+
•Budgeting and accounting for services
•Resources management
•Risk assessment for services
•Service reporting
•Documents and records supporting the Implementation of ITSM
•Supplier management process
•Service level management
•Understanding the service management boundary and determining the scope of the IT service management system
•IT service management system process areas
4 The service delivery processes and their relationships:+
•The service delivery processes and their relationships
•Service level management
•Service reporting
•Service Continuity and availability management
•Budgeting and Accounting for services
•Capacity management
•Information security management
5 The relationship processes and their relationships:+
•The links between relationship processes (Supplier management, business relationship management)
6 The resolution processes and their relationships:+
•The problem-solving procedures and their connections (management of incidents and service requests, problem-solving procedures).
7 The control processes and their relationships:+
•The control procedures (Change management, configuration management, release, and deployment management) and their connections
8 Tools, Certification Preparation, and Practical Application+
•Overview of Popular ITSM Tools: ServiceNow, BMC Remedy, Freshservice, Jira Service Management
•ISO/IEC 20000 and ITIL 4 Certification Preparation Strategies
•Key Templates and Documents: Service Catalogues, SLAs, Risk Registers
•Real-World Case Studies: Implementing ITSM in Large Enterprises and SMBs
•Capstone Project: Designing a Service Management Plan for a Hypothetical Organization
Learn from Experts
Learn from experienced practitioners and industry leaders who bring real-world expertise and practical insights to the program.
Federico Smith
EXPLEO GROUP
GLOBAL PROGRAM MANAGER
Kathrin Kind
WORLD ECONOMIC FORUM
MEMBER, GLOBAL FUTURE COUNCIL ON DATA FRONTIERS
Ljubomir Trajkovski
TRAJKOVSKI & PARTNERS CONSULTING
PARTNERS MANAGEMENT CONSULTING
Christophe Mazzola
DSCVR CYBERSECURITY
FOUNDER & CEO
Adrian Resag
OCEG
ACADEMIC DIRECTOR
Luv Johar
CYBERGRC SERVICES AND ACADEMY
GLOBAL CYBERSECURITY INFLUENCER | CO-FOUNDER
Nuno Teodoro
HUAWEI
CYBER SECURITY AND PRIVACY OFFICER | CISO
Nelson Al Assal Filho
DBMC CONSULTORIA
GLOBAL EXPERT
Stephen Platten
INSPIRED TESTING
PRINCIPAL CONSULTANT
Krishni Arumugam
HIGH HAZARD INDUSTRIES
PRINCIPAL RISK MANAGEMENT, HSE AND PROCESS SAFETY MANAGE CONSULTANT
Tamara Mackroy, PhD
COMPLIANCE & RISK MANAGEMENT EXPERT ISO | QUALITY | GOVERNANCE | HUMAN SERVICES SYSTEMS| L&D PROFESSIONAL
Kelroy James
DEFENCE INNOVATION CHAMPIONS NETWORK, ROYAL NAVY
STRATEGIC INNOVATION CHAMPION
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Target Audience Of ISO/IEC 20000 Foundation Certification
Pre-requisites For ITSM Foundation Certification
The ITSM Foundation certification examinations don't have any specific prerequisites. It is advised to have prior job experience in security and quality. Having work experience in service provider organizations would be beneficial as well.
Exam Details Of ISO/IEC 20000 Foundation Certification
Exam Questions
40
Exam Format
Multiple choice
Language
English
Passing Score
65%
Duration
90 min
Open Book
No
Certification Validity
5 Years
Complimentary Retake
Yes
Sample Certification
About ITSM Foundation ISO/IEC 20000 Certification
The GSDC ITSM Foundation: ISO/IEC 20000:2011 certification is a globally recognized credential that validates your knowledge and understanding of the ISO/IEC 20000:2011 standard for IT Service Management (ITSM).
By passing the ISO/IEC 20000 Foundation exam, you demonstrate your proficiency in ITSM principles, processes, and best practices.
This certification marks your ability to effectively implement and manage IT services, aligning them with business objectives and delivering value to customers.
This online ISO 20000 lead auditor certification fortifies you with the skills to assess and audit IT service management systems for compliance with the ISO/IEC 20000 standard.
With the growing importance of ITSM in today's technology-driven world, this certification provides a competitive edge, enhancing your career prospects and opening doors to a wide range of opportunities.
Whether you are an IT professional seeking to expand your knowledge or an organization aiming to improve service delivery, the GSDC ITSM Foundation: ISO/IEC 20000:2011 certification is a valuable asset that empowers you to excel in IT service management.