EXIN IT Service Management Foundation tests a candidate’s fundamental knowledge of key information and concepts of ITSM. The emphasis is placed on the service management system (SMS) and service management processes. Specifically the core concepts and basic terminology of ITSM based on ISO/IEC 20000:2011.

Who is this certification for?

IT Service Management Foundation is designed for professionals who play a role in the processes of IT service management and who are interested in the broader scope of the IT service management system.

Main subjects

Introduction to IT Service Management
The Service Management System (SMS)
Service Design and Transition
The service delivery processes and their relationships
The relationship processes and their relationships
The resolution processes and their relationships
The control processes and their relationships


Duration: 1 hour
Number of questions: 40 (Multiple Choice)
Pass mark: 65%
Open book: No
Electronic equipment allowed: No
Level: Foundation
Available languages: English, Dutch, German, Spanish, French, Brazilian Portuguese, Chinese, Japanese, Latin American Spanish
Requirements: None