ISO/IEC 20000 for individuals
Certify your ability to:
- Understand the relationship between ISO/IEC 20000 standard and ITSM and use best practices in ITSM to apply appropriate methods within an organization.
- Understand, identify and explain the potential issues regarding applicability, eligibility and scoping to assist in certification readiness assessment and certification audits as well as advising on the implementation of continual improvement processes.
- Produce a gap analysis supported by an improvement and implementation plan.
- Describe the scope, aims and use of the ISO/IEC 20000 specification and code of practice, through an understanding of the roles of the component parts of the standard.
- Recognize the need to plan and implement ITSM processes, report on the IT services and major metrics of the ITSM processes, schedule and conduct regular reviews, assessments and audits and plan for continual service improvement.
compliancecyber security frameworks
Demonstrate your ongoing commitment to exceptional IT Service Management
ISO/IEC 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.
ISO/IEC 20000 options are available for both individuals and organizations via APMG:
For individuals
- ISO/IEC 20000 certifies an individual as an IT Service Management professional - able to enhance an organization using the ISO/IEC 20000 standard.
- ISO/IEC 20000 training courses are delivered by APMG accredited training providers - self-study is also available.
- APMG accredits training providers wishing to deliver ISO/IEC 20000 training courses and exams.
For organizations
- ISO/IEC 20000 certification confirms an organization has an advanced IT Service Management approach - in accordance with a globally recognized standard.
- ISO/IEC 20000 certification is performed by APMG appointed Registered Certification Bodies (RCBs)
- Organizations can apply to become APMG appointed ISO/IEC 20000 Registered Certification Bodies (RCBs)
Foundation
Learn how the standard operates in a typical IT service provider organization.
Service Management, Compliance, IT Management
Who is Foundation for?
Staff working within a service provider organization that requires a basic understanding of the standard. It is equally relevant for those working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.
What are the key things you will learn?
- The fundamental requirements for an SMS and the need for continual improvement.
- The processes, their objectives and high level requirements.
- Applicability and scope definition requirement.
- The purpose of internal and external audits, their operation and the associated terminology.
- The relationship with best practices, ITIL® , and related standards, ISO 9001 and ISO/IEC 27001.
Exam format:
- Multiple choice
- 40 questions per paper
- 26 marks required to pass (out of 40 available) - 65%
- 60 minutes duration
- Closed book
Practitioner
Learn to apply the content of the ISO/IEC 20000 standard within an organization.
Service Management, Compliance, IT Management
What is required?
At least one of the following certificates:
- ISO/IEC 20000 Foundation certificate.
- ITIL Foundation certificate.
Who is Practitioner for?
Practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.
What are the key things you will learn?
- How to assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification.
- How to explain and advise on issues regarding applicability and scope definition.
- Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the on-going demonstration of conformity to ISO/IEC 20000-1.
- How to produce and assess a gap analysis supported by an improvement and implementation plan.
- Understand, create, apply and evaluate a service management plan including the service management policy and objectives.
- Understand, create, apply and evaluate processes, procedures, process specific plans and process specific policies required by ISO/IEC 20000-1.
- Assist, advise and assess organizations on the implementation of continual improvement processes.
Exam format:
- Complex Multiple Choice
- 4 questions per paper, 20 marks available per question
- 40 marks required to pass (out of 80 available) - 50%
- Three hours duration
- Open book (a copy of Part 1 is permitted)
Auditor
Learn the principles of IT Service Management & the requirements of ISO/IEC 20000-1:2011 (Part 1).
Service Management, Compliance, Auditing, IT Management
What is required?
- A minimum of three years' experience conducting audits in an IT environment is recommended.
Who is Auditor for?
- Third-party auditors who work for RCBs and will conduct audits to certify service providers against ISO/IEC 20000-1.
- Internal auditors who wish to understand the specific requirements of auditing IT service management systems for conformity with the ISO/IEC 20000-1 standard. Internal auditors working in an organization which is implementing or already has ISO/IEC 20000 certification will find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organization.
What are the key things you will learn?
- The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used during auditing and certification.
- The key terms and definitions used.
- SM general principles.
- The structure, processes, objectives and high level requirements of ISO/IEC 20000-1.
- Understand, explain and advise on issues regarding applicability and scope definition.
- The purpose of internal and external audits, their operation and the associated terminology.
- Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITIL®, and related standards, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000-1.
- Advise and assist in ISO/IEC 20000 certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1.
- Audit organizations to identify conformity and improvements against ISO/IEC 20000-1.
Exam format:
- Multiple choice
- 40 questions per paper
- 26 marks required to pass (out of 40 available) - 65%
- 60 minutes duration
- Closed book
