About ISO/IEC 20000 Certification
Overview
ISO/IEC 20000 Training and Certification
Benefits of ISO/IEC 20000 Certification
For Individuals
- 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.
For Organizations
- Continual improvement of IT services - inspiring customer confidence.
- Increased rate of change and staff productivity - leading to reduced long-term cost and risk of failure to meet business objectives.
- An accurate assessment of your organization's internal process and activities with which to effectively implement improvements.
- Access to key markets - in which it is mandatory to be ISO/IEC 20000 compliant.
Documentation
Documentation
Success in 1 2 3
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Pass the exam & receive a certificate
When you are ready to take your exam, book an online timeslot yourself with APMG, or your training organization may organize this for you. If you pass your exam APMG will issue you with a digital badge for you to share!
ISO/IEC 20000 Certification levels
Ready to start your learning journey?
Choose a Training Organization
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Buy a training course and exam through one of our Training Organizations below.
Self-study
Buy your book and exam from APMG
Training organizations for ISO/IEC 20000 Certification
Videos
Videos
Top tips for those migrating to the new version of ISO/IEC 20000 / ISO 20k - Mart Rovers, Interprom
SFIA
This APMG certification has been informally mapped against the SFIA Framework to indicate the skills that are addressed and referenced by the certification. Although it is not yet possible to claim this digital badge, the indicative skills can be used to plan your professional development through assessing the skills you have and the skills you need for the role you want.
knowledge
Foundation
Generic attribute Knowledge up to level 3, Methods and Tools level 3
Same as above plus Organisational Capability Development level 5, Business Process Improvement level 5, Methods and Tools level 4
knowledge
Practitioner
Generic attribute Knowledge up to level 4, Generic attribute Business Skills up to level 4, Methods and Tools up to level 4
Same as above plus Organisational Capability Development level 5, Business Process Improvement level 5
knowledge
Auditor
Generic attribute Knowledge up to level 4, Generic attribute Business Skills up to level 4, Audit up to level 4, Methods and Tools up to level 4
Same as above plus Generic attribute Knowledge level 5, Audit level 5
knowledge
Foundation
Generic attribute Knowledge up to level 3, Methods and Tools level 3
Same as above plus Organisational Capability Development level 5, Business Process Improvement level 5, Methods and Tools level 4
knowledge
Practitioner
Generic attribute Knowledge up to level 4, Generic attribute Business Skills up to level 4, Methods and Tools up to level 4
Same as above plus Organisational Capability Development level 5, Business Process Improvement level 5
knowledge
Auditor
Generic attribute Knowledge up to level 4, Generic attribute Business Skills up to level 4, Audit up to level 4, Methods and Tools up to level 4
Same as above plus Generic attribute Knowledge level 5, Audit level 5
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FAQs
ISO/IEC 20000 is the international standard for IT service management and allows organizations to prove best practice in their IT management.
ISO/IEC 20000 was released in 2005 based on the ITIL® best practice framework and updated in 2011. Worldwide, the adoption of ISO/IEC20000 has grown rapidly and it has become a competitive differentiator for delivery of IT services.
ISO/IEC 20000 can be used:
- By businesses that are going out to tender for their services.
- To provide a consistent approach by all service providers in a supply chain.
- To benchmark IT service management.
- As the basis for an independent assessment.
- To demonstrate the ability to meet customer requirements.
- To improve services.
ISO/IEC 20000 promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements. For an organization to function effectively it has to identify and manage numerous linked activities. Activities using resources are managed in order to enable the transformation of inputs into outputs and can be considered as a process.
ITIL is a set of processes and good practices that has been developed by a global network of experts and is owned by the UK Government.
An ISO standard is developed by national bodies participating in the development of the standard through technical committees. The standards are drafted in accordance with specific rules and a standard needs to attract at least 75% of support from the national bodies via a casting of votes before it can be accepted.
An ISO standard is high level guidance whereas the ITIL processes are more detailed and organizations can adopt and adapt them for their own ends.
Put simply, ISO/IEC 20000 tells you WHAT to do and ITIL tells you HOW to do it.
ITIL certification is concerned with people whereas ISO/IEC 20000 certifies companies and ensures they are compliant to the standard.
ITIL can't be used to certify organizations, because each one will need to adapt the method to suit its requirements. ISO/IEC 20000 refers frequently to the ITIL glossary, but it stipulates that certain standards must be adopted in order to grant a certificate.
The ISO/IEC 20000 standards are the basis for the exams and can be purchased from BSI. The ISO/IEC 20000 pocketbook covers areas of the syllabus and can also be purchased from APMG Business Books.
The Foundation exam is available in English, Chinese, Japanese, Portuguese and Spanish.
The Practitioner exams are available in English, German, Japanese, Brazilian Portuguese and Chinese (complex).
The Auditor exam is available in English, German, Japanese, Portuguese, Chinese (simple and complex) and Spanish.
For individuals self-studying it is almost impossible to say. As all candidates have different experience and amount of time available for study, it varies from person to person. We suggest you buy the required study material and have a look through for yourself before deciding how long you need to spend learning.
The qualifications currently do not have a defined validity period.
Pass marks for the ISO/IEC 20000 examinations are as follows:
Foundation: You will need to score 26/40 (65%) to pass the foundation exam.
Practitioner: You will need to score 40/80 (50%) to pass the practitioner exam.
Auditor: You will need to score 26/40 (65%) to pass the Auditor exam.
Any organization wishing to be formally certified against the scheme will need to be assessed by a Registered Certification Body (RCB). Once the requirements of ISO/IEC 20000 have been satisfied, the RCB will issue a certificate of conformance and the organization will be eligible to use the itSMF ISO/IEC 20000 logo as a sign of their achievement and may also request a listing on our dedicated website, enabling instant verification by visitors. www.isoiec20000certification.com
Over 600 organizations have been assessed by over 30 registered certification bodies against the standard that itSMF-UK developed.
It is difficult to compare one scheme with another. The itSMF scheme forms the basis of the majority of existing schemes so we believe it provides a very solid foundation which has been proven in practice through a number of certification bodies.