ISO / IEC 20000 ITSM - Foundation Certificate

Certification Overview

ISO / IEC 20000 ITSM - Foundation Certificate

Exam Code: ITSM-Fnd

Based on typical operational and tactical roles in organizations seeking ISO/IEC 20000 certification, you will acquire detailed implementation-oriented knowledge of the standard. Real life examples will familiarise you with the daily requirements to be fulfilled by the various roles and enable you to satisfy these requirements by preparing process descriptions and the required documentation and by applying tools which proved their worth in practice.

IT Service Management (ITSM) is defined as a process-based practice intended to align the delivery of information technology (IT) services with needs of the business, which emphasizes benefits to customers. While the process at its core concerns technology, this focus on the client is key.

e-Competence Framework (e-CF)

The mapping of this certificate against the e-Competence Framework. To know more on e-Competence Framework (e-CF) visit, ECF

Exam Information

The Exam contains 40 Multiple Choice Questions and you must correctly answer 28 (28 out of 40 correct) to pass the exam.

Exams are online and proctored based, using a webcam and a reliable internet connection exams can be taken anywhere and anytime.

The total duration of the exam is 1 hour (60 Minutes).

No external sources of information may be accessed during the exam held via ProctorU. Further details of the materials permitted are provided:

  • Identification Proof

If a Candidate does not pass the exam in the first (1st) attempt, the candidate must wait for a period of at least seven (7) calendar days from the date of their attempt to retake the exam for second (2nd) time or any subsequent time. The exam can be taken any number of times.

IT Service Management (ITSM) - ISO / IEC 20000 Foundation Certificate is valid for life.

Displaying your certificate

  • Remember, when labelling a product or system as certified to an ISO standard:
  • Don't say: "ISO certified" or "ISO certification"
  • DO say: "ISO 9001:2008 certified" or "ISO 9001:2008 certification" (for example).



The ISO / IEC 20000 Foundation (ITSM) Certification has no pre-requisites.

Course Outline

Course Outline Covered in the Exam

  • Understanding of the principles of Service Quality Management.
  • Knowledge of the basic concepts of ISO 20000 and the quality specification for IT Service Management.

Target Audience

Target Audience

  • IT Professionals
  • IT Support Staff
  • Project and Business Managers
  • Business process owners
  • CTOs
  • CIOs
  • Team leaders
  • Service designers
  • Supervisory staff
  • IT architects
  • IT planners
  • IT security managers
  • IT consultants
  • IT audit managers
  • ITSM trainers, and more
  • Any member of an IT team involved in the delivery of IT Services.

Registration Process for E-Course and Exam


  • Validity: 240 Days
  • Price: 128 USD
  • Please Read Carefully:

    1) Please Purchase the Third Voucher from our E-Voucher Store to Schedule the exam via ProctorU.

    2) One Voucher can be used by one person, one time, for one exam discount/fee only.

Visit E-Voucher Store

Exam Registration

  • To Register for an Exam
Click Here