ITSM Foundation Level - ITSM Practitioner

IT Service Management (ITSM) encompasses all measures and capabilities needed to support business processes through IT services. It represents a paradigm shift from:

• Technology-centric approach ➔ Customer-focused delivery
• Traditional IT ➔ Business-aligned services

About the Syllabus

This curriculum covers fundamental ITSM knowledge for daily IT operations and service delivery.

Framework Integration

The content draws from leading ITSM frameworks and standards:

• ITIL v3 and v4
• FitSM
• COBIT
• ISO 20000
• ISO 27000

Focus on FitSM

FitSM serves as the primary framework due to its:

• Pragmatic approach
• Practical implementation methods
• Common foundation across ITSM frameworks
• Accessibility for beginners

The syllabus provides practical insights into IT organization responsibilities while establishing a solid foundation for ITSM implementation.