The examination ISO/IEC 20000 Foundation is designed to provide knowledge of what an IT service management system is and the minimum requirements that service providers should aspire to within the context of ISO/IEC 20000. Candidates are made aware of the contents of the ISO/IEC 20000 standard, its practice-oriented implementation in the form of a management system, including the relationship with other relevant standards, and the best practices, methods and frameworks associated therewith.
The target audience includes employees of both internal and external service providers, who play a role or have an interest in ISO/IEC 20000, even if such an organization is not (yet) certified. The ISO/IEC 20000 Foundation Certificate is particularly aimed at this wider audience. In addition, for customers considering requesting their service providers to become ISO/IEC 20000 certified, they can get an insight into what can be expected of their service providers. The ISO/IEC 20000 Foundation Certificate is a prerequisite for the other qualifications within the ISO/IEC 20000 qualification program.
The ISO/IEC 20000 Foundation Certificate is part of the ISO/IEC 20000 Qualification Program, which covers a series of exams that are aligned with the various roles in IT Service Management.
None
1. Understanding the definitions and principles of service quality management 15% 2. Understanding the position of ISO/IEC 20000 in IT Service Management 20% 3. The quality specifications for IT Service Management 35% 4. The code of practice for IT Service Management 30%
Not applicable
60 minutes
Computer-based or paper-based multiple-choice
Number of questions: 40Pass mark: 65 % (26 out of 40)Open book: noElectronic equipment permitted: no
You may wish to obtain a sample examination from our on-line bookshop.