Specialist in ITSM is intended for those who are involved in a practical way in :

• Planning, implementing and managing a service management system (SMS)
• Planning, implementing and managing service management processes
• Monitoring and reporting on the performance and effectiveness of Service Management

Specific roles could include:

• Process Managers
• Supervisory staff
• Team leaders
• Service designers
• IT architects and/or planners
• IT consultants
• IT audit managers / auditors
• IT security managers / officers
• Project managers
• Suppliers, Lead suppliers and sub-contracted suppliers

Specialist in IT Service Management Online Exam

Context:

The certificate Specialist in IT Service Management based on ISO/IEC 20000 is part of the EXIN ITSM qualification program and a prerequisite of the Expert exam in the qualification program.

The EXIN IT Service Management Specialist certificate specifically describes the practical activities and competences of the Specialist-level member of an IT organization. This skill set builds on the foundation knowledge, taking the high-level information gained in the Foundation course and providing additional depth and practical context. The Specialist has a much more ´global’ view of the standard as well as the daily activities required to maintain or achieve ISO/IEC 20000 implementation. The Expert possesses the competences to provide the necessary guidance and direction for the Specialist activities as well as lead and manage the Service Management program.

The Specialist is strongly focused on the install, plan, do and check activities of Deming´s PDCA cycle and supporting the elements of audit and improvement (act). Of course, all activities would be under the guidance and supervision of the Expert to ensure the outcomes of the work will conform to the organization´s mission and vision as well as to the requirements of the standard.

Prerequisites of EXIN® Specialist in IT Service Management Exam:

–      Foundation Certificate in ITSM based on ISO/IEC 20000

–      The training Specialist in IT Service Management based on ISO/IEC 20000 by an EXIN accredited training provider

–     Successful completion of the Practical Assignments assessed by an EXIN accredited training provider

Specialist in IT Service Management Exam Content:

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

Specialist in IT Service Management Exam Details:

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ITSM Foundation Bridge is typically intended for professionals with an ITIL® Foundation certificate

ITSM Foundation Bridge Online Exam

Context:

Successful completion of the IT Service Management Foundation exam is the prerequisite for continuing studies in this qualification program. The IT Service Management Specialist certification, the next step, is strongly focused on the plan, do, check and act activities of Deming’s cycle across the SMS. The Foundation certificate also opens up the way to the IT Service Management Auditor certification.

The IT Service Management Foundation certificate describes the key information and concepts for IT Service Management as well as its relationships with other areas of information management.
The ITSM program based on ISO/IEC 20000  is a unique lean approach to IT Service Management:

• It combines the key ITIL® elements with the quality principles of the ISO/IEC 20000 standard.
• The program allows for ITIL® side entries, both on foundation and expert level.
• It contains EXIN’s approach to a practical and role based certification.
• It offers many practical examples, case studies and assessments.

ITSM Foundation Bridge Exam content:

The topics of the Foundation Bridge 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

ITSM Foundation Bridge Exam Details:

• Number of questions: 20
• Pass mark: 65% (13 out of 20)
• Open book exam: no
• Use of electronic devices permitted during the exam: no

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

ITSM Foundation Online Exam

Context:

The IT Service Management Foundation certificate describes the key information and concepts for IT Service Management as well as its relationships with other areas of information management.
The ITSM program based on ISO/IEC 20000  is a unique lean approach to IT Service Management:

• It combines the key ITIL® elements with the quality principles of the ISO/IEC 20000 standard.
• The program allows for ITIL® side entries, both on foundation and expert level.
• It contains EXIN’s approach to a practical and role based certification.
• It offers many practical examples, case studies and assessments.

Successful completion of the IT Service Management Foundation exam is the prerequisite for continuing studies in this qualification program. The IT Service Management Specialist certification, the next step, is strongly focused on the plan, do, check and act activities of Deming’s cycle across the SMS. The Foundation certificate also opens up the way to the IT Service Management Auditor certification.

Prerequisites:

None.

ITSM Foundation Exam Content:

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

ITSM Foundation Exam Details:

• Number of questions: 40
• Pass mark: 65% (26 out of 40)
• Open book exam: no
• Use of electronic devices permitted during the exam: no

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Personnel of internal and external service providers in an ISO/IEC 20000 environment or having interest in these standards.

Specific roles that would benefit from the ITSM Auditor exam could include:

• Auditor or assessor.
• Customer representatives, to better understand the need for audit activities by the Service Provider.
• Top Management and their direct reports to provide needed leadership in the field of audits.
• Managers/directors responsible for the coordination of services.
• Interested parties representatives.
• Suppliers.
• Project specialists.
• Consultants who offer their services as specialists in ITSM, as they need to know the audit methods.
• Academics who teach ITSM and would need to include auditing in their curriculum.
• Individuals who want to demonstrate competencies in ITSM.
• Auditors of Quality Service Systems who want to expand their horizon into Service management.

ITSM Auditor Online Exam

Context:

The certificate Auditor in IT Service Management based on ISO/IEC 20000 is part of the EXIN IT Service Management  Qualification Program based on ISO/IEC 20000 – a series of interlinked examinations which are based on the various roles in IT Service Management.

Prerequisites:

Course

The Associate Certificate in IT Service Management based on ISO/IEC 20000 or an accepted equivalent.

Prerequisites for the ITSM Auditor Exam:

• The successful completion of accredited training for the IT Service Management Auditor based on ISO/IEC 20000; this includes the successful completion of four designated Practical Assignments as assessed by an EXIN accredited training provider.
• Successful completion of the exam IT Service Management Auditor based on ISO/IEC 20000.

ITSM Auditor Exam Content:

Exam Details:

• Number of multi-choice questions: 60
• Pass mark: 65% (39 of 60)
• No open book/notes
• No electronic devices permitted

In-course assessment:

The candidate must have successfully completed four (4) practical assignments (3 hours each in length):

1. Assignment in evidence gathering (documents).
2. Assignment in planning an audit (based on a case study).
3. Assignment in planning improvements for an organization who has failed an audit.
4. Assignment in writing conformity, observation and non-conformity statements.

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ITSM Associate Bridge is intended for professionals with ITIL® Practitioner and/or Intermediate level knowledge.

ITSM Associate Bridge Online Exam

Context:

The certificate EXIN ITSM Associate Bridge is part of the ISO/IEC 20000 Qualification Program – a series of interlinked exams which are based on the various roles in IT Service Management. Once the Associate Bridge is achieved, the option is to continue to the IT Service Management Expert certification.

Prerequisites:

• The Foundation Certificate in IT Service Management based on ISO/IEC 20000
• At least two (2) ITIL^® Practitioner or Intermediate Certificates

Requirements for the certificate:

• The training Associate Bridge in IT Service Management based on ISO/IEC 20000, including successful completion of the Practical Assignments, by an EXIN accredited training provider
• Successful completion of the exam Associate Bridge in IT Service Management based on ISO/IEC 20000

ITSM Associate Bridge Exam Content:

The topics of the Associate Bridge course 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

ITSM Associate Bridge Exam Details:

• Number of questions: 40
• Pass mark: 65% (26 out of 40)
• Open book examination: no
• Use of electronic devices permitted during the examination: no

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ITSM Associate is intended for those personnel who are involved in a practical way in:

• Planning, implementing and managing a service management system (SMS).
• Planning, implementing and managing service management processes.
• Monitoring and reporting on the performance and effectiveness of Service Management.

ITSM Associate Online Exam

Context:

The certificate EXIN ITSM Associate is part of the ISO/IEC 20000 Qualification Program– a series of interlinked exams which are based on the various roles in IT Service Management.

Once the Associate is achieved, there are two options: the IT Service Management Consultant Manager or the IT Service Management Auditor.

Prerequisites:

• Certificate Foundation in ITSM based on ISO/IEC 20000 or similar certificate.
• The ITSM20AS training course with an EXIN accredited training provider (ATP), including having successfully fulfilled the practical assignments as part of the course.

ITSM Associate Exam Content:

The topics of the Associate course are:

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

ITSM Associate Exam Details:

• Number of questions: 60
• Pass mark: 65% (39 out of 60)
• Open book exam: no
• Use of electronic devices permitted during the exam: no

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