ITSM Foundation Bridge based on ISO/IEC 20000

Purpose and objective

The EXIN IT Service Management Foundation Bridge is intended for professionals with an ITIL® Foundation certificate. With half of the training and examination efforts needed for the full EXIN Foundation qualification these professionals will gain the benefits of following the guidelines of the ISO/IEC 20000 quality standard combined with the concise and practical approach of the EXIN program.

The IT Service Management Foundation certificate describes the key information and concepts for IT Service Management as well as its relationships with other areas of information management. This course builds the fundamental skills and knowledge enabling one to participate in organizational teams working within Service Management. Emphasis is on the service management system (SMS) and service management processes, specifically the core concepts and basic terminology of IT service management based on ISO/IEC 20000:2011.

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

EXIN IT Service Management Foundation based on ISO/IEC 20000 is part of the EXIN Certified Integrator Secure Cloud Services. Meet the program.

Training Content (Syllabus)

The Service Management System (SMS)
Introduction to Management Systems
Core concepts of the Service Management System (SMS)
Core concepts of Quality Frameworks
Core concepts of IT Service Management

Introduction to IT Service Management 

Service Design and Transition
Core concepts for Service Design and Transition

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)

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

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

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

Sample Exam
Certification Exam (optional)


ITIL® Foundation certification

Target Group

ITSM Foundation is intended for everyone playing a role or having an interest in IT service management. Specific roles could include:



Business and supervisory staff

Team leaders

Service designers

IT architects and/or planners

IT consultants

IT audit managers / auditors

IT security managers / officers

Project/program managers

Suppliers, Lead suppliers and sub-contracted suppliers

Service provider customers


Minimum: 8 hours

Recommended:  8 hours


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

Exam Content

Core concepts of Service Management and quality frameworks

The Service Management System (SMS) and the value and application of the PDCA cycle

High-level concepts around service design and transition

Objectives, activities and quality requirements of the service management process

Exam Format

Format: Multiple choice, 20 questions.

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

Prerequisite: None.

Supervised: Yes.

Open Book: No.

Pass Score: 13/20 or 65%

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

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