EXIN IT Service Management Foundation Bridge based on ISO/IEC 20000:2018 Practice Exam

The EXIN IT Service Management Foundation Bridge based on ISO/IEC 20000:2018 exam is designed for individuals who already hold an existing IT service management certification and want to bridge their knowledge to the ISO/IEC 20000 standard.

Who Should Take This Exam

Professionals with existing IT service management certifications like VeriSM™, SIAM™, or any version of ITIL.

Those seeking to understand the core concepts of IT service management as outlined in the ISO/IEC 20000 standard.

Prerequisites

• The main requirement is holding a valid IT service management certification from a recognized body like ITIL, VeriSM, or SIAM.

Roles and Responsibilities 

Since this is a bridge exam, it doesn't directly qualify you for a specific role. However, understanding the ISO/IEC 20000 standard can benefit professionals in various IT service management roles, including:

• IT Service Desk Analyst
• Incident Manager
• Problem Manager
• Change Manager
• Release Manager
• Service Continuity Manager

Course Outline

The domains and their relevant topics of the EXIN IT Service Management Foundation ISO/IEC 20000 exam are as follows:

1. Introduction to IT Service Management 35%

Core concepts of IT Service Management 20%

Core concepts of Quality Frameworks 15%

2. The Service Management System (SMS) 35%

Introduction to Management Systems 20%

Core concepts of the Service Management System (SMS) 15%

3. Service Design and Transition 5%

Core concepts for Service Design and Transition 5%

4. The service delivery processes and their relationships 5%

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%

5. The relationship processes and their relationships 5%

The relationship processes and their relationships (Business relationship management, Supplier management) 5%

6. The resolution processes and their relationships 5%

The resolution processes and their relationships (Incident and service request management, Problem management) 5%

7. The control processes and their relationships 10%

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