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

1. Introduction to IT Service Management

1.1 Core Concepts of IT Service Management

• Describe the value of service management
• Describe the principles of continual improvement

1.2 Core Concepts Surrounding ISO/IEC 20000-1:2018

• Identify the purpose and benefits of ISO/IEC 20000
• Describe what a service management system is
• Describe how management system standards (MSSs) are designed to allow organizations to integrate multiple MSSs

2. Service Management System (SMS)

2.1 Critical Elements of a Service Management System

• Explain how the organization and interested parties impact the SMS
• Describe the importance of understanding organizational risks and opportunities
• Describe the service management objectives
• Outline the leadership responsibilities
• Define general governance principles
• Describe the importance of documentation and basic requirements for documentation
• Describe the requirements for resource management

2.2 Core Concepts of the Service Management System

• Describe the key principles of producing and implementing a service management system
• Outline the requirements for designing, building, and transitioning new or changed services
• Describe the requirements for monitoring, measuring, analyzing, evaluating, and improving the SMS and services
• Describe the continual improvement activities of the SMS and services

3. The Operation of the Service Management System

3.1 Service Portfolio Processes

• Service Catalog Management
• Asset Management
• Configuration Management

3.2 Relationship and Agreement Processes

• Business Relationship Management
• Service Level Management
• Supplier Management

3.3 Supply and Demand Processes

• Budgeting and Accounting for Services
• Demand Management
• Capacity Management

3.4 Service Design, Build, and Transition Processes

• Change Management
• Release and Deployment Management

3.5 Resolution and Fulfillment Processes

• Incident Management
• Service Request Management
• Problem Management

3.6 Service Assurance Processes

• Service Availability Management
• Service Continuity Management
• Information Security Management