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The EXIN IT Service Management Foundation certificate describes the key information and concepts for IT Service Management as well as their 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.


Target Audience

ITSM Foundation is intended for everyone playing a role in a service management system interested in IT service management.

Specific roles could include

  • Managers
  • 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 providers’ customers

The topics of the Specialist certification are

  • Support the planning activities around the formal implementation of a service management system (SMS) and the service management processes
  • 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
  • Monitor, measure and report on the SMS, service management processes and service performance
  • Define and support improvement activities

Course Coverage

The topics of the Foundation course include:

  • 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

The topics covered for the Expert Certification are:

  • Planning the service management system
  • Implementing and managing the service management system
  • Measuring, monitoring and reporting on the service management system
  • Improving the service management system

Duration: 2Days WorkShop + Post WorkShop Support


  • 2 days Instructor-Led Classroom training from Certified Trainer of Senior Profile.
  • Course materials (soft copy) and practice exercises for exam.
  • Course Completion certificate