EXIN ITSM ISO/IEC 20000 Foundation Bridge

Accredited by APMG

Course Description


The ISO/IEC 20000: IT Service Management Foundation Bridge course offers you an expedited method of learning about ISO/IEC 20000, the international family of standards around Service Management, by recognizing your ITIL® Foundation certificate. Learn what needs to be in place to manage the Service Management processes and initiatives, and the contents, requirements and use of a Service Management System (SMS). Explore the fundamental concepts around what you ‘must’ do in an adapt and adopt initiative in Service Management.


The course teaches to the current standards: ISO/IEC 20000-1 and SO/IEC 20000-2:2012.


In This Course You Will Learn How To:

  • Explain the course concepts of Service Management and other quality frameworks
  • Describe the Service Management System (SMS), it’s value and the application of the PDCA cycle
  • Identify high-level objectives and activities of the Service Management processes




An ITIL® Foundation certificate (any version).




Mod 00: ISO/IEC 20000: IT Service Management Foundation Bridge - Course Introduction


Mod 01: Managing the Service: Somebody Has to Do It

  • What is quality and why it is important?
  • What is an IT service?
  • The factors Needed to Provide an IT service
  • The Benefits and Characteristics of a Process-Based Approach
  • The Concept of IT Service Management
  • The Benefits and Risks of IT Service Management
  • The Role of Tools Used Within IT Service Management
  • The Principles of Continual Improvement and the
  • Applications of the PDCA Cycle
  • Exercise: ITSM and Failure


Module 02: Everything has to fit together in ITSM!

  • The purpose and benefits of ISO/IEC 20000
  • The Parts of 20000
  • The Deming Cycle – PDCA
  • Hand Out: Front page &index 20000-1


Module 03: Complimentary Frameworks Part 1

  • ITIL
  • CobiT 4.1
  • CobiT 5
  • Six Sigma
  • Hand-Out: Front page &index 20000-2


Module 04: Complimentary Frameworks Part 2

  • CMMI
  • ISO 90001
  • ISO 27001
  • ISO 38500
  • The New Technologies
  • Hand-Out: Front page & index 38500


Module 05: Service Management as a Global System

  • Critical Terms
  • General Requirements
  • Documentation!
  • Resource Management
  • Hand-Out: 1 page extract of “3 Terms & definitions”


Module 06: Plan, Do, Check, Act (PDCA)

  • Deming applied to 20000
  • Audits and Reviews
  • The SMS Applied


Module 07: Design & Transition of New or Changed Services and Service Delivery

  • From a high-level perspective review basic concepts around: ◦ Design and Transition activities

◦ Service Delivery Processes (SLM, Service Reporting, CapM, Availability and Continuity, Budgeting and Accounting, Information Security Management )



Module 08: Relationship and Resolution Processes

  • From a high-level perspective, review basic concepts around: ◦ BRM and Supplier Management

◦ Incident/Service Request Management, Problem Management



Module 09: Control Processes

  • From a high-level perspective, review basic concepts around: ◦ Configuration Management, Change Management, Release and Deployment Management



Module 10: Exam Tips

  • What you need to know
  • Exam Format
  • Exam Tips