ITSM Fundamentals Syllabus

IT SERVICE MANAGEMENT FUNDAMENTALS SYLLABUS

INTRODUCTION

The ITSM Fundamentals course and qualification is intended to introduce candidates to the principles and theory of IT service management.

When taken together with the ITSM Practitioner course or through the combined ITSM Professional course, students can also learn how to apply the principles and practices of IT service management and support their organisations in adopting and adapting service management frameworks for their own objectives.

The ITSM Fundamentals examination is intended to assess the extent to which the candidate is able to demonstrate their understanding of the core concept and principles within IT service management as described in the syllabus below.

QUALIFICATION OVERVIEW

Qualifying for the ITSM Fundamentals Certificate is through success in the ITSM Fundamentals exam which comprises 40 questions designed to test the candidate’s knowledge of ITSM.

The sample paper that forms part of the course will provide further examples of the exam format and content.

Part B) comprises an exam paper of 40 questions designed to test the candidate’s knowledge of ESM at a Foundation level.
The sample paper that forms part of the course will provide further examples of the exam format and content.

Material allowed

None

This is a ‘closed book’ exam. The ‘Journey to Service Excellence’ publication should be used for study but is
NOT permitted to be used in the exam.

 

Exam duration

 

60 mins

Candidates taking the exam in a language that is not
their native or working language may be given 75 minutes in total.

Number of
questions

40

There are 40 questions of equal value and worth one
mark each. There is no negative marking.

 

Level of thinking

 

Blooms Levels 1 & 2

‘Bloom’s level’ describes the type of thinking needed to answer the question. For Bloom’s level 1 questions you need to recall facts and information about the basic concepts of ITSM. For level 2 questions, you
need to show understanding of the ITSM concepts.

 

Multiple Choice

Multiple Choice: select the single correct answer from a list of possible answers
Select ALL correct answers from a list of possible answers
Select the answer that is NOT the correct answer from a list of possible answers
Missing Word(s): Select the correct missing word(s) from a list of possible missing word(s)
Arrange the statements in the required sequence
Align the statements in one column with the statements in another column

 

Select ALL that apply

 

Negative questions

Question types

 

 

Missing Word(s)

 

Sort/Sequence Align

 

Exam result grades

 

 

5

There are five grades based on the candidate’s performance in the exam paper:
Fail: Less than 22 out of 40
Pass : Between 23 and 29 out of 40
Merit: Between 30 and 34 out of 40
Distinction: Between 35 and 38 out of 40
Distinction Plus: 39 or 40 out of 40

 

SYLLABUS

The table below lists the categories, sub-categories and topics that are tested in the exam, covered by the presentation slides used on the course and described in detail in the ‘Journey to Service Excellence’ textbook. The verb for each learning outcome indicates the Bloom’s level where:

  • ‘Recall’/‘Define’ indicates Level 1 basic recall and recognition
  • ‘Understand’/’Describe’/‘Explain’, indicates Bloom’s Level 2 understanding/comprehension

Syllabus Category and Number of
Questions

Syllabus Sub-Category and Assessment Criteria

Bloom’s Level

Marks Available

1. Introduction to Service Management

11 questions

    1. Recall the concepts and definitions of:
      1. Services
      2. Service management
      3. Service excellence
      4. Functionality and assurance
      5. The service supply chain
      6. Outputs and outcomes
      7. Efficiency and effectiveness
      8. Value streams
      9. Processes

 

 

1

 

 

5

    1. Understand the service management roles and responsibilities:
      1. Stakeholders
      2. Customers, users and the sponsor
      3. Suppliers and partners
      4. Process owners
      5. Process managers
      6. Service owners

 

 

1/2

 

 

4

    1. Understand the meaning and application of:
      1. The service directory
      2. Service level agreements
      3. Process governance and process policies
      4. Process maturity

 

1/2

 

2

2. The Seven Guiding Principles

3 questions

    1. Recall the concepts of the guiding principles:
      1. Focus on value
      2. Start where you are
      3. Progress iteratively with feedback
      4. Collaborate and promote visibility
      5. Think and work holistically
      6. Keep it simple and practical
      7. Optimise and automate

 

 

1

 

 

3

3. The Four Dimensions of Service Management

2 questions

    1. Understand the meaning and application of:
      1. Organisations and people
      2. Information and technology
      3. Processes and value streams
      4. The physical environment

 

1

 

2

Syllabus Category
and Number of Questions

Syllabus Sub-Category and Assessment Criteria

Bloom’s Level

Marks Available

4. The structure and application of the ITSM processes

    1. Understand the purpose and use of the following processes:
      1. The service desk
      2. Business relationship management
      3. Supplier and partner management
      4. Monitoring and event management
      5. Configuration management
      6. Change management
      7. Release and deployment management
      8. Incident management
      9. Problem management
      10. Service level management
      11. Continual service improvement
      12. Request management

 

 

24 questions

 

 

 

1/2

24