Exam Code: ITSM-Fnd
Exam Name: ISO / IEC 20000 ITSM - Foundation Certificate
Updated: Aug 18, 2026
Q & A: 0 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to IT Service Management | 35% | - Overview of ISO/IEC 20000 standard - Business value and benefits of ITSM - Principles and concepts of ITSM |
| Topic 2: Service Delivery Processes | 5% | - Service continuity and reporting - Service level management - Availability and capacity management - Information security management |
| Topic 3: Service Design and Transition | 5% | - Transition planning and support - Design requirements |
| Topic 4: Relationship Processes | 5% | - Business relationship management - Supplier management |
| Topic 5: Service Management System (SMS) | 35% | - PDCA cycle application - Requirements of SMS - Scope, policy, and documentation |
| Topic 6: Resolution and Control Processes | 15% | - Problem management - Incident and service request management - Change, configuration and release management |
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