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ITSM Foundation: ISO/IEC 20000:2011

About Certification

GSDC's Global accredited ITSM Foundation: ISO/IEC 20000:2011 is focused on the entry-level qualification in the field of IT Service Management. ITSM Certification qualification focuses on the key elements, concepts, and terminologies associated with IT service lifecycle management. It includes IT Service Management Lifecycle Phase Interactions & Outcomes, ITSM processes, and Service Management best practices. It consolidates key IT Service Management's core components with the quality standards of the ISO/IEC20000 standard. The GSDC IT Service Management confirmation program offers a few side-section and extension conceivable outcomes for those experts with ITSM capabilities.

ITSM Framework is the most popular and recognized IT Service Management framework adapted by several organizations around the world. Earning an ITSM foundation certification will help you to learn the IT Service Management framework and ITIL lifecycle. These skills will help you to advance your career.

One of the main benefits of ITSM certification is, that while employers looking for candidates for their IT positions, ITSM foundation certification is considered an important merit. Therefore, if you are in the IT world or willing to pursue your career in the IT sector, ITSM foundation certification is worth it to invest in your career.

Certification badge for agile service management


A clear understanding of:

  • Fundamental requirements for an ITSM.
  • Continual improvement activities.
  • Information Service Management terms and definitions.
  • Documentation and process requirements of an ITSM.
  • Plan-Do-Check-Act (PDCA) cycle for planning, establishing, implementing, operating, monitoring, reviewing, maintaining and continually improving the effectiveness of an organization's ITSM.
  • The basics of Service management systems and process areas.
  • The basics of Service catalogs, Service level agreements, and service continuity plan.
  • Internal and external audit's performance, their operation and the associated terminology.
  • Relationship with best practices, ITIL®, and related standards, ISO 9001 and ISO/IEC 27001.
  • Creating an Agile workspace.

Target Audience


ITSM Foundation Certification is an essential requirement for those professionals who need a basic understanding of IT Service Management Framework and how it may be used to enhance the quality of IT service management within an organization.
ITSM certification is most suited for:

IT Managers/Support teams

System Administrators/Analysts

Operations Managers

Database Administrators

Service Delivery Professionals

Quality Analysts

Application Management team/Development team

Process Owners/Practitioners



Get hired easily.

Learn Leadership responsibilities.

Improved credibility.

Increased client satisfaction.

Creates a culture of continuous improvement.



There is no specific eligibility requirement for ITSM Foundation certification exams. Any professional who gets a passing score from the ITSM foundation exam gets the ITSM foundation certifications.
There are no mandatory pre-requisite for ITSM Foundation: ISO/IEC 20000:2011 but below are few recommendations:

  • Recommended to have work experience in quality and security
  • Recommended to have work experience in Service Provider Organization


60 minutes exam.
40-multiple choice questions (MCQs).
26 out of 40-65% is needed to pass.
In case Participants do not score passing percentage then they will be granted a 2nd attempt at no additional cost. Re-examination can be taken up to 30 days from the date of the 1st exam attempt.

Sample Certificate


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
  • Understanding the service management boundary and determining the scope 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.
  • Core concepts of the Service Management System (SMS)

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 relationship processes and their relationships (Business relationship management, Supplier management).

6. The resolution processes and their relationships:

  • The resolution processes and their relationships (Incident and service request management, Problem management).

7. The control processes and their relationships:

  • The control processes and their relationships (Change management, configuration management, release and deployment management)


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