Associate/Consultant in ITSM based on ISO/IEC 20000

Purpose and objective

The IT Service Management Associate certificate specifically describes the practical activities and competencies of the Associate-level member of an IT organization. This skill set builds on the foundation knowledge, taking the high-level information gained in the Foundation course and providing additional depth and practical context. The Associate has a much more ‘global’ view of the standard as well as the daily activities required to maintain or achieve ISO/IEC 20000 implementation. The Consultant Manager possesses the competencies to provide the necessary guidance and direction for the Associate activities as well as lead and manage the Service Management program.

Therefore, the Associate is strongly focused on the install, plan, do and check activities of Deming’s PDCA cycle and supporting the elements of audit and improvement (act). Of course, all activities would be under the guidance and supervision of the Consultant Manager to ensure the outcomes of the work will conform to the organization’s mission and vision as well as to the requirements of the standard.

At the end of the training the candidates who are successful in Associate certification exam will receive the titles below:

  • Candidates who hold the title of ITIL ® Expert will receive a certificate of Associate and Consultant (no extra cost).
  • Applicants who do not hold the title of ITIL ® Expert will only receive the certificate Associate.


All content of the training is in accordance with the requirements determined by the largest international certification bodies.

Training Content (Syllabus)

Planning the provision of services
Plan the service management system (SMS)
Plan the design and transition of new or changed services
Plan the service management processes
Plan the roles and responsibilities

Managing the provision of services
Define and implement policies and objectives
Manage the service management processes
Maintain the SMS

Measuring, monitoring and reporting on the provision of services
Measure, monitor and report on service performance
Measure, monitor and report on service management processes
Measure, monitor and report on the SMS

Improving the provision of services
Define improvements

Case Study
Sample Exam
Certification Exam (optional)


IT Service Management Foundation based on ISO/IEC 20000 or similar (for candidates who seek certification of Associate)


ITIL® Expert (for candidates who seek certification of Associate and Consultant)

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


Minimum: 36 hours

Recommended:  36 hours


Training and Examination: Portuguese (pt-br) or English

Exam Content

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 Format

Format: Multiple choice, 60 questions.

Duration: Maximum 30 minutes for all candidates in their respective language.

Prerequisite: The training Associate in IT Service Management based on ISO/IEC 20000, including successful completion of the Practical Assignments.

Supervised: Yes.

Open Book: No.

Pass Score: 39/60 or 65%

Delivery: This examination is available in Online or Paper based format.

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