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ITSM Foundation: ISO/IEC 20000:2011

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.

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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


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



5+ Hrs of Elearning

5+ Hours of expert-created videos 

Practice Exams

Mocks curated by SME's will help you to pass final certification exam.


Certify your achievement with a globally valid certification.



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



The ITSM Foundation certification examinations don't have any specific prerequisites.
Any professional who gets a passing score on the ITSM foundation exam gets the ITSM foundation certifications but below are a few recommendations:

  • It is advised to have prior job experience in security and quality
  • Having work experience in service provider organizations would be beneficial as well

ISO/IEC 20000 FOUNDATION Examination

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.

ISO/IEC 20000 Foundation Sample Certificate



  • 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


Mark Williams

Designation - IT Service Delivery Manager

The GSDC ITSM Foundation: ISO/IEC 20000:2011 certification exam was a great way for me to demonstrate my knowledge of IT service management. The exam was well-designed and tested me on everything I needed to know to succeed.

Stephanie Lee

Designation - IT Operations Analyst

 GSDC's ITSM Foundation: ISO/IEC 20000:2011 certification exam was a valuable experience for me. It helped me to verify my expertise in IT service management and added credibility to my profile. I would definitely recommend GSDC to anyone seeking certification in this field. 

Joey Brown

Designation - IT Service Desk Coordinator

I recently took the GSDC ITSM Foundation: ISO/IEC 20000:2011 certification exam and found it to be a great way to showcase my understanding of IT service management. The exam was comprehensive and covered everything I needed to know. I'm grateful to GSDC for offering this certification opportunity.


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