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ISO/IEC 20000-1 IT Service ManagementFoundationI20000-F

Certified ISO/IEC 20000-1 Foundation

Validates foundational knowledge of service management systems based on ISO/IEC 20000-1:2018, including its requirements, service lifecycle processes and continual improvement.

Exam
1 h
Questions
40
Pass mark
65%
Valid for
3 years

About this certification

Holders can explain the purpose and structure of ISO/IEC 20000-1:2018 and how it applies the Harmonized Structure to service management. They can describe the operational requirements of clause 8, including service portfolio, relationship and agreement, supply and demand, service design and transition, resolution and fulfilment, and service assurance.

Who it is for: IT service management staff, service owners, suppliers and anyone involved in an SMS.

Syllabus

What you'll be assessed on — 6 modules. The percentage is each module's share of the exam.
  1. 01Service Management Concepts15% of the exam
    • Explain services, service value and the service management system
    • Describe the relationship of ISO/IEC 20000-1 to other parts of the series
  2. 02Structure and Context of the SMS20% of the exam
    • Describe clauses 4 to 10 and the Harmonized Structure
    • Explain scope, interested parties and leadership responsibilities
  3. 03Service Portfolio, Relationships and Supply20% of the exam
    • Describe service portfolio, catalogue and asset and configuration management
    • Explain service level, business relationship and supplier management
  4. 04Service Design, Build and Transition15% of the exam
    • Describe change management, service design and transition, and release and deployment
    • Explain the purpose of capacity and demand management
  5. 05Resolution, Fulfilment and Assurance20% of the exam
    • Describe incident, service request and problem management
    • Explain service availability, continuity and information security management
  6. 06Performance Evaluation and Improvement10% of the exam
    • Describe internal audit, management review and service reporting
    • Explain nonconformity, corrective action and continual improvement

Competencies assessed

  • SMS Concepts — Explains the purpose and structure of a service management system.
  • Process Knowledge — Describes the service management processes in clause 8.
  • Relationship Awareness — Explains service level, relationship and supplier management.
  • Improvement Awareness — Describes how SMS performance is evaluated and improved.

Exam blueprint

Closed-book, timed examination with single-choice questions.
Questions per module40 questions · 1 h · pass 65%
  • Service Management Concepts6
  • Structure and Context of the SMS8
  • Service Portfolio, Relationships and Supply8
  • Service Design, Build and Transition6
  • Resolution, Fulfilment and Assurance8
  • Performance Evaluation and Improvement4
Question types
Single choice 100%
Delivery
Online (remote proctored), Test centre
Retakes
Up to three attempts within any 12-month period. A 14-day waiting period applies after a first unsuccessful attempt and 30 days after a second. Each retake requires a new booking and fee. Retakes draw a different randomised form from the question bank.

Provisional cut score — psychometric validation is required before live delivery. Blueprint v1.0.

Your path to certification

  1. 1

    Register

    Create a free account and start the programme.

  2. 2

    Practice

    Online practice test, 8 questions.

  3. 3

    Training

    Optional

    Online course or classroom — or skip it.

  4. 4

    Certification

    Independent exam and certification decision.

  • Practice test8 questions · 20 min · 70% to pass · free with the programme
  • ISO/IEC 20000-1 Foundation — online course14 h self-paced€349

Training is optional and does not by itself confer certification. Find a training partner

Eligibility & prerequisites

Required

  • No formal prerequisites

Recommended

  • General awareness of IT service delivery

More information

Certification process
  1. 1. Application — Create an account and apply for this certification.
  2. 2. Eligibility review — AQSCERT checks the formal eligibility requirements.
  3. 3. Assessment — Sit the 1 h examination online or at a test centre.
  4. 4. Independent decision — A decision maker not involved in your training or assessment reviews all evidence.
  5. 5. Issuance — A digitally signed certificate with QR verification, valid for 3 years.
  6. 6. Recertification — Before expiry, evidence 30 hours of CPD or re-sit the examination.
  7. Certificates may be suspended, withdrawn or revoked in line with the Certification Scheme. Status is always shown on the public verification page.
Scheme & accreditation
Certification scheme
Information & Technology Certification Scheme
Scheme code
AQS-SCH-25
Scheme version
v1.0 (effective 1 Jan 2026)

Accreditation: AQSCERT is accredited by DA, an IAF MLA signatory, to ISO/IEC 17024. Our programmes are developed by leading experts from industry.

Ready to start I20000-F?

Practise online, add optional training, then sit the independent exam.

Certified ISO/IEC 20000-1 Foundation (I20000-F) · AQSCERT