Direct naar content

EXIN Exams, International certification for ITIL, ASL and DSDM standards

 

Frequently asked questions

FAQ categories

Preparation Results Questions for AECs
Registration Accreditation of training providers Other questions
Examination session

For questions not listed on this website under FAQ, please send an e-mail to info@exin-exams.com or contact us at tel. +31 30 234 48 25.

Preparation

1. Do EXIN or its examination agents provide training?
No. As EXIN is an independent examination institute, EXIN does not give courses itself and is not attached to any training institute. EXIN manages and coordinates the development and quality control of the examination and certification process. EXIN and the examination agents provide worldwide exam services. A list of training providers can be located on our website.back to FAQ categories
2. Where can I find a training provider nearby?
A list of training providers worldwide is provided on the EXIN website. You can also search here for a training provider near you.back to FAQ categories
3. Do I have to do a formal course at a training provider before being allowed into Foundation examinations?
No, you don't have to take a course. You can also prepare for the Foundation examinations by self-study. The following two links may help you to further your studies: information on the content of our exams and tips on how to prepare for your exam.back to FAQ categories
4. Do I need to get pre-study materials for IT Service Management courses based on ITIL®?

Most training providers make training materials available during the course and do not use specific pre-study materials. Among the materials provided are often books about ITIL®, like the books about Service Support and Service Delivery.

If you are planning to study IT Service Management, based on ITIL®, buying and reading the books on Service Support and Service Delivery is a good starting point. To prepare for the Foundation in IT Service Management examination there is an excellent overview of the issues in the itSMF book 'IT Service Management, an introduction'. Other books, like the 'Guide to IT Service Management' contain interesting chapters on subjects in the field and experiences of practitioners.

Sample examinations can be ordered in EXIN's e-bookshop. This may also help you to prepare for all of the IT Service Management examinations. See exam requirements for literature needed or recommended for studying. Information on books on IT Service Management can be found in EXIN's e-bookshop. Our materials cover all IT Service Management examinations.back to FAQ categories
5. Do I need to take an accredited training course to write an exam in IT Service Management?
Accredited training is always recommended. It is mandatory that you participate in an accredited training course for Practitioner in IT Service Management (based on ITIL®) and for Manager in IT Service Management (based on ITIL®), otherwise you will not be able to write the examinations. The accreditation of courses that lead to the Foundation Certificate is voluntary. However, EXIN encourages all candidates to take their course at an accredited training provider.back to FAQ categories
6. If I take an IT Service Management Foundation course in Spanish, French, German or any other language, do I still have to learn the IT Service Management concepts in English?
Yes, you do. In the other language examinations you will find both the local and the English concepts. The IT Service Management terms and their translations can be found in the exam requirements of the different languages.back to FAQ categories
7. How much does training cost?
It is up to the training providers to determine prices of training. Please ask your training provider about the training fees.back to FAQ categories
8. I would like to do an accredited course. Where is the nearest accredited training provider?
Please select Training providers on this website for an actual list of accredited trainers and their contact details.back to FAQ categories

Registration

1. I want to take an EXIN examination. How or where do I sign up?
There's a difference between registration for self-study candidates and candidates who have taken a formal course with an (accredited) training provider. This is dealt with in more detail on our website.back to FAQ categories
2. I did not pass my examination. When can I rewrite?
In order to rewrite an exam, the candidate can apply to EXIN International or one of the regional offices or the examination agent in their region. They can tell you when and where you can rewrite the examination. The option of taking Foundation examinations via a testing center (Pearson VUE or Prometric) will be especially attractive in those cases where no EXIN Accredited Examination Centers or EXIN regional offices or agents are nearby, and is an excellent solution for individual candidates who need a re-sit.back to FAQ categories

Examination session

1. How many questions can I expect in my exam?
The number of questions differs per exam. It depends on the content of the exam and the diversity of the topics. In general, a multiple-choice exam consists of 30 to 60 questions. Most of the multiple-choice exams have about 40 questions. The essay exams IT Service Management Service Support and IT Service Management Service Delivery contain five questions each (each of which may have sub-questions).back to FAQ categories
2. How much time does the exam take?
The duration of the exam is different for each module. In general multiple choice exams and essay exams take between one and three hours. You will find the exact duration of your exam on this website. By selecting the exam of your choice you will obtain specific information about the exam.back to FAQ categories
3. Can I take Foundation exams on-line?
You can take several web-based Foundation exams at one of the  Pearson VUE or Prometric testing centers. If you want to know if there are other places to take exams on-line, please ask your training provider. back to FAQ categories

Results

1. How do EXIN exam candidates receive their results and certificate?

The Accredited Examination Center (AEC) that organized your EXIN examination will provide you with a result paper and, if you passed, an official EXIN certificate. The AEC will be provided with the results and certificates by EXIN.

After a computer-based (Prometric or VUE) or web-based multiple-choice examination you will receive the result immediately after finalizing the examination. The certificates will then be sent to you via the AEC or by EXIN directly.back to FAQ categories
2. Will I receive my certificate from EXIN or Pearson VUE/Prometric?
If you passed your exam, EXIN will send your certificate within four weeks of the mark being awarded to the address which you indicated when you did your exam at Prometric/Pearson VUE. If you have not yet received it, please contact our servicedesk: service@exin-exams.com +31 30 234 48 25.back to FAQ categories
3. How is my name presented on the EXIN certificate?
At the start of the examination session you will be asked to fill in the Personal Data Form. There is a space on the form for you to fill in exactly how your name should be printed on the certificate.back to FAQ categories
4. How long do I have to wait for the results of my multiple choice examinations?
For every multiple choice exam, candidates receive their result paper and certificate within two to four weeks after the exam session.back to FAQ categories
5. How long do I have to wait for the results of my open question/essay-type examinations?
For each essay type exam, candidates receive their result paper and certificate within four to eight weeks after the examination session.back to FAQ categories
6. What are the pass rates for EXIN exams?
Please go to the  pass rate page on our website for an overview.back to FAQ categories
7. What if I fail? Can I re-do the exam? If so, how many times?
There is no limit to the number of times one can retake the examination. You don't necessarily have to re-do the exam at the same AEC. For the retake of a Foundation examination you could for example turn to one of the  Prometric or Pearson VUE Testing Centers located in your region.back to FAQ categories
8. I failed my exam. When can I do a retry?
You can only do a re-try 21 days after your exam. This also holds if you have done your exam at an Accredited Examination Center. This serves to prevent you getting the same exam version you had the first time.back to FAQ categories
9. When will I receive my certificate?
When you have passed an exam, EXIN will send your certificate to the address you have provided us with. Count on anything up to 4 weeks before you will receive your certificate. Should you not have received it, please contact our International Servicedesk: service@exin-exams.com or +31 30 234 48 25.back to FAQ categories
10. Is it possible to get a copy of my certificate?
Should you require a true copy of your certificate, please contact our International Servicedesk: service@exin-exams.com or +31 30 234 48 25. The Servicedesk will then consider your application.back to FAQ categories
11. Who marks the exams?
EXIN exams are marked by EXIN or one of EXIN's Accredited Examination Agents.back to FAQ categories
12. I do not agree with my exam results. What can I do?
You can submit a request to review the exam papers to EXIN via the organization at which you took the exam. Depending on the exam, the papers comprise the exam text, case study, appendix, answer indicators, standards and assessment details. Review is possible until a maximum of three months after the date on the final result paper. You set a date for a review in consultation with the organization at which you took the exam. Your exam organization will then submit the request for a review session to EXIN. This request must be received by EXIN no later than 21 days before the date of reviewing your exam.

During or after the review, the exam candidate can still decide to submit a written notice of appeal (in English) against the results to the Board of Appeal. This must also be received by EXIN within three months of the date on the final result paper. Review of your exam papers and appeals against results are subject to charges.back to FAQ categories

Accreditation of training providers

1. For which components does an accreditation apply?
EXIN accredits:
  • Accredited Training Provider (ATP)
  • Accredited Examination Center (AEC)
  • Accredited Courseware Provider (ACP)
  • Accredited Trainer (AT)

Accredited Supervisor (AS)The accreditation applies to 3 levels:
  • Foundation (recommended)
  • Advanced
  • Expert

...and for the following standards and best practices:
  • ITIL®
  • ISO/IEC 20000
  • ASL and BiSL
  • TMap® Next
  • MOF
  • I-Tracks
back to FAQ categories
2. What are your requirements for accreditation?
First of all, your organization must meet the general quality requirements that EXIN imposes on any type of business operations. If you meet these requirements, you will become an EXIN Partner, which allows you to become accredited for a number of different components. The quality requirements differ for each component. Individual Training Providers and supervisors obviously do not need to become EXIN Partners.

For additional information, please contact our service desk at
service@exin-exams.com, or call us on +31 30 234 48 25. Or download this 
brochure (pdf).back to FAQ categories
3. What is the cost of accreditation?
The cost varies for each component. We can also offer you package deals, such as accreditation for multiple Foundation and Advanced exams. In addition, you can purchase a package as part of which we can accredit you, the Training Provider, for all components at once.back to FAQ categories
4. Is accreditation mandatory?
For some exams, accreditation is mandatory, for some exams the accreditation is optional. For more information, please contact our International Servicedesk at service@exin-exams.com.back to FAQ categories
5. Until when is the accreditation valid?
The accreditation is valid for 3 years. After this 3-year period, we will perform a comprehensive audit in order to assess whether the accredited components still meet the conditions for accreditation. If this is the case, the accreditation is extended by another 3 years. You may also request an interim audit.back to FAQ categories
6. Can I contract Accredited Training Providers and supervisors?
Yes, Accredited Training providers (ATPs) can contract accredited Training Providers and supervisors. In addition, they can purchase accredited training materials from an Accredited Courseware Provider (ACP). These are organizations that develop and market accredited training materials for EXIN exams.back to FAQ categories
7. If I change my accredited courseware, do I need to have it re-accredited?
No – we expect that all Accredited Training Providers constantly improve the quality of their training courses and respond to developments in both their professional field and education in general. However, any changes in the course program must be submitted to EXIN for evaluation. Provided that these changes do not violate the conditions for accreditation, this will have no impact on the status of the accreditation.back to FAQ categories
8. Do I need to apply for accreditation again if I change to another new course?
Yes- all courses for which accreditation is mandatory must be submitted for accreditation. In case your organization is already an EXIN Partner, you can leave out certain requirements. The accreditation department will inform you on the exact procedure.back to FAQ categories
9. Does EXIN also accredit PRINCE2 Training Providers?
No – accreditation for PRINCE2 Training Providers is provided by APM Group. For information on PRINCE2 accreditation, please visit www.PRINCE2.org.ukback to FAQ categories
10. I am a legitimate training provider. Why should I get accreditation?

EXIN encourages all training providers to be accredited because EXIN accreditation offers generally accepted proof that independently set quality standards have been met. To receive a stamp of approval from a globally renown exam institution like EXIN of course offers significant competitive advantage to individual players within the IT training sector.

To assist with these and other questions prospective accredited training providers may have, a detailed Accreditation Guide is available on request. Please contact our International Servicedesk or call +31 30 234 48 25 for more information.
Or download this brochure (pdf).
back to FAQ categories
11. Is there any special branding associated with becoming an Accredited Training Provider? Will I receive any promotional or marketing materials?

Yes, training providers who are accredited by EXIN may use our special accreditation logos, which consist of a plaque and a digital logo for use on promotional and course materials or on websites. This marketing material is limited to EXIN-accredited IT Service Management training providers only. To obtain these materials, please contact our International Servicedesk or call +31 30 234 48 25.

Organizations who are appointed as an EXIN Accredited Examination Center are also encouraged to use our Accredited Examination Center logo and plaque. To obtain the logo and plaque for Accredited Examination Centers, please contact our International Servicedesk or call +31 30 234 48 25.

Please check the guidelines for use of the EXIN logo, which are set out in this productsheet (pdf).back to FAQ categories
12. Our organization is already accredited for ITIL version 2®, do we have to go through the accreditation process again to become an Accredited Training Provider for ITIL vs 3?
The consequences of the transition from ITIL® version 2 to version 3 for the accreditation of IT Service Management training providers are limited. Training providers who have been accredited for ITIL® version 2 can apply for ITIL® version 3 accreditation through EXIN. If you are interested, please let us know: service@exin-exams.com. In case your modified course content is not yet available, you will be granted temporary accreditation. Audits that will be held in the interim period will establish what changes might be required in your training material. We will provide you detailed information on what documentation you need to submit (including deadline). You will be given sufficient time to make any necessary changes. In this way, all accredited ITIL® training providers will have their training material and accreditation for version 3 in place, on time for the end of 2008. The transition from version 2 to version 3 for your accreditation for Foundation, will not incur any additional costs for ATPs. For the Manager’s bridge accreditation you only have to pay the costs for the Expert level. In order to become accredited for the Manager’s bridge exam, trainers need to be certified for this exam and registered at EXIN as IT SM trainer. Your accreditation for ITIL® version 2 will be valid at least until the end of 2008, an official end date is not yet known. If you are considering accreditation for V3, but are unsure how to tackle this, please contact our International Servicedesk.back to FAQ categories

Questions for AECs

1. What specifications should an examination room adhere to?

There are no strict rules for the examination room. However, there are two main principles here. One is that the environment should be comfortable for the candidates. They should not be hindered during the examination (e.g. by temperature or noise) and not be diverted (e.g. by people passing by or TV screens).

It is important that the environment should not be conducive to cheating. Hence, the candidates should sit at least 1.20 meters apart from each other, so that they cannot peek at each other's answers.

The supervisor should at all times during the examination be able to see and hear all candidates. No books or notes are allowed in the examination room and the use of cellphones or other communication equipment is prohibited during the examination session. With the possible exception of an EXIN auditor, no other persons are allowed access to the examination room other than the candidates and the supervisor.back to FAQ categories
2. Does EXIN limit admissions? How many students are allowed into an exam?
Yes there are some limitations, depending on the number of supervisors available and the exam venue. EXIN requires each examination room to at least have one supervisor, and the candidates need to be sitting far enough apart (minimal distance 1.20 m) not to be able to read each other's paper. The maximum number of candidates per examination session is 40.back to FAQ categories
3. Can I order extra examination papers if needed?
If the time allows it, an AEC may order additional papers for an exam session for which they have already ordered exam papers. The shipping time may especially be a problem. Therefore it's best to order two or three extra exam papers for a session if you are unsure of the exact  number of participants. To help ensure there is no charge for the extra exams, notify EXIN two days prior to the exam date that there will be left over exam papers.back to FAQ categories
4. Can I keep unused examination papers for next time?
No, this is not allowed. Keeping the unused papers may seem economical, but in reality often causes problems. EXIN regularly introduces new examination papers or improved versions of papers and retracts older versions. If obsolete versions arrive at EXIN, they either can't be processed in the normal way, causing delays, or may cause erroneous results for the candidates.back to FAQ categories
5. If candidates have difficulty in understanding the question, can the supervisor help?
No. The supervisor is not allowed to interfere with the examination ever. The supervisor should note the candidate's complaint down in the Supervisor's Report. If necessary, EXIN can afterwards correct the question and compensate all candidates in that examination if the wording of the question was misleading. This prevents supervisors misleading or even leading candidates in answering of exam questions. Note that exam supervisors are not necessarily ITIL®-certified, so the risk of misleading a candidate when trying to help is considerable.back to FAQ categories
6. What happens with a completed examination and how do we track the results?

For multiple-choice examinations that are not web-based or organized by Prometric or Pearson VUE, the completed examination is returned to EXIN. At EXIN the forms (the Personal Data Form and the result form) will be handled and the candidate's details and results are registered in the administrative system.
Result papers and certificates are printed and sent to the AEC. The process at EXIN normally takes less than a week. With the time added for the shipment, the candidate normally will receive the result within four weeks after the examination.

In some cases, like multiple choice examinations that are web-based or taken via Prometric or Pearson VUE the results are available immediately after the session.
Certificates for the candidates that passed are printed at EXIN and sent (normally within four weeks) to the AEC or, in the case of Prometric or Pearson VUE examinations, to the candidates.

Essay examinations, like the IT Service Manager examinations, have to be marked by experts. These experts are practitioners in the field and have to combine their role of examiner with their job.

Each examination paper is first marked independently by two examiners. The examiners compare their results for each of the candidates and discuss all substantial differences. Based on this comparison the final result for each candidate is established. Normally this process takes five weeks from the date the papers arrive at EXIN. With the time added for the shipment, the candidate will normally receive the result within eight weeks after the examination.back to FAQ categories
7. Does EXIN have marketing materials to indicate we are an Accredited Examination Center?
Yes, EXIN has developed a wall plaque and digital logo especially for Accredited Examination Centers. If you have not yet received a plaque or logo, please contact our International Servicedesk: service@exin-exams.com of +31 30 234 4825.back to FAQ categories
8. What can I use the plaque and logo for?
You may wish to attach the wall plaque to the entrance of your exam room and the digital logo you can use in all your digital and written communications: on your website, in letters, mailings, pamphlets, advertisements and press releases.back to FAQ categories
9. Is there any special branding associated with becoming an Accredited Training Provider? Will I receive any promotional or marketing materials?

Yes, training providers who are accredited by EXIN may use our special accreditation logos, which consist of a plaque and a digital logo for use on promotional and course materials or on websites. This marketing material is limited to EXIN-accredited ITIL training providers only. To obtain these materials, please contact our International Servicedesk.

Organizations who are appointed as an EXIN Accredited Examination Center are also encouraged to use our Accredited Examination Center logo and plaque. To obtain the logo and plaque for Accredited Examination Centers, please contact our International Servicedesk.

Please check the guidelines for use of the EXIN logo, which are set out in this productsheet (pdf).back to FAQ categories
10. One of my candidates does not agree with the exam results. What can he or she do?
Exam candidates who have taken an EXIN exam via your organization and are not in agreement with their results can request the exam papers for a review. Depending on the exam, the papers comprise the exam text, case study, appendix, answer indicators and assessment details. A review of the exam paper is possible until a maximum of three months after the date on the final result paper. You set a date for a review in consultation with your exam candidate. Please note: the request for a  review must be received by EXIN no later than 21 days before this date. Instructions on how to organize a review session at your premises are provided in the AEC Manual.

During or after the review, the exam candidate can decide to submit a written notice of appeal (in English) against the results to the Board of Appeal. This must also be received by EXIN within three months of the date on the final result paper. Review of exam papers and appeals against results are subject to charges.back to FAQ categories
11. What is an EXIN Accredited Examination Center?
An Accredited Examination Center (AEC) is an organization that has a contract with EXIN, and is EXIN accredited, to host specified examinations supplied by EXIN. This primarily entails that the AEC may supply the venue and the supervision during the exam.back to FAQ categories

Other questions

1. In which languages are the clustered Practitioner in IT Service Management exams (IPRC, IPSR, IPPI and IPAD) available?
Please go to our exam language availability productsheet (pdf) for a full overview of all exams.back to FAQ categories
2. When will the single Practitioner in IT Service Management examinations be discontinued by EXIN?
The new combined Practitioner Certificates have already replaced most of the single process Practitioner certificates. Security Management still remains, but will be discontinued on June 30, 2008. EXIN certificates always keep their value. Once you have obtained an IT Service Management certificate, it will never lose its value.back to FAQ categories
3. In IT Service Management Practitioner, which single process exams will be replaced by clustered exams?
The IT Service Management Practitioner clusters combine the following ITIL®-processes:
  • IPRC: Change Management, Release Management, Configuration Management
  • IPSR: Incident Management, Problem Management, function of the Service Desk
  • IPAD: Service Level Management, Financial Management
  • IPPI: Plan and Improve: Availability Management, Capacity Management, IT Service Continuity Management.
Please read our press release for more information. back to FAQ categories
4. Are my old certificates now worthless? Is it necessary for me to get new ones?
No, your EXIN certificates always keep their value. If in the future certain rights can be obtained from the Practitioner certificate Release & Control, similar rights will be granted to those who obtained the individual certificates for Change and Configuration Management. However, additional requirements may be set to prove knowledge and experience in Release Management.back to FAQ categories
5. Do candidates who do not write exams in their native language get extra time to write the exam?
It is not always possible to allow extra time, and experience shows that in most cases the time available is sufficient, even to compensate for the fact that the examination is not in the native language of the candidate. In special cases an AEC may allow candidates an extra 15 minutes for each hour of normal duration of the examination. This exception should always be requested at EXIN two weeks in advance, and it must be mentioned in the Supervisor's Report (to be supplied for each session by the supervisor).back to FAQ categories
6. Am I allowed to use the ITIL® logo on my business cards?
Yes, certified IT Service Management based on ITIL®-candidates may use the ITIL® logos on their business cards. These distinguishing, internationally recognized logos are available in:
  • Green, for the Foundation Certificate in IT Service Management;
  • Blue, for the Practitioner's Certificate in IT Service Management;
  • Red, for the Manager's Certificate in IT Service Management.

                /upload/images/itil/origineel/logo foundation.jpg /upload/images/itil/origineel/logo practitioner.jpg /upload/images/itil/origineel/logo service manager.jpg

back to FAQ categories
7. When will I receive an ITIL® pin?
You will receive your pin with your certificate, as has been the tradition for years when passing an ITIL® exam. If you did not receive your green (IT Service Management Foundation), blue (IT Service Management Practitioner) or red (IT Service Manager) pin, you can order one by sending an email to service@exin-exams.com with your name, address, examination date and candidate registration number.back to FAQ categories
8. What's ITIL® Refresh, and what's the motivation for it?
Essentially,  ITIL® Refresh is a global effort to update ITIL® in line with current business requirements and best IT practices. It was launched by the UK Office of Government Commerce (OGC) and independent organization itSMF International in December 2004. The ITIL® Refresh aims to "focus on easier implementation and improved business benefits from the use of ITIL®". No existing IT Service Management qualifications will be invalidated by the changes, because the core principles remain unchanged. The Refresh was introduced in two phases: a six-month consultation and planning stage followed by a two-year incremental development stage to update core publications. These efforts culminated in the publication by OGC of the scope and plan in December 2005. Essentially the scope and plan lead to the production of five new core books. Based on these books a new ITIL® V3 qualification scheme was developed and released in June 2007. More information on this can be found on the ITIL® Refresh page on our website, or on OGC's ITIL® Refresh page.back to FAQ categories
9. What is an EXIN Accredited Examination Center?
An Accredited Examination Center ( AEC) is an organization that has a contract with EXIN, and is EXIN accredited, to host specified examinations supplied by EXIN. This primarily entails that the AEC may supply the venue and the supervision during the exam.back to FAQ categories
10. What is an EXIN Examination Agent?
An Examination Agent (EA) is an organization contracted with and accredited by EXIN to act on behalf of EXIN in the execution of its examination program. There is currently one EA: TÜV (Germany, Austria, Switzerland). EXIN EAs go a long way in ensuring that examination needs of local markets are met. They assist EXIN with translations, marking of essay style examinations, accreditation of training providers and services & support to candidates. EXIN EAs organize examination sessions for independent EXIN exams and issue the EXIN certificates. EAs also help organize examination panels with local experts to review the translation of examinations and mark essay examinations.back to FAQ categories
11. Are examinations part of the training course, or are they a separate thing altogether?
More and more training organizations provide the service of organizing an independent EXIN examination session for groups of their students. But if not explicitly stated, organizing the examination is not part of the offering of the training providers, nor is the price of the examination automatically included in the price of the course. Be sure to ask your training provider for more information on this.back to FAQ categories
12. What is Prometric and what is its role?
Prometric is a worldwide provider of computer based examinations. The EXIN IT Service Management Foundation examination in English or Japanese is one of the examinations available in the Prometric Accredited Testing Centers.back to FAQ categories
13. What is Pearson VUE and what is its role?
Pearson VUE is a worldwide provider of computer based examinations. The EXIN IT Service Management Foundation examination in English or Japanese is one of the examinations available in the Pearson VUE Accredited Testing Centers.back to FAQ categories
14. Does EXIN provide training materials or books to prepare for the examinations?
Books that are useful in preparing for the examinations can be ordered in EXIN's e-bookshop. Sample examinations (sample papers), very useful in preparing for the real examination, and can also be ordered in the EXIN e-bookshop. EXIN does not provide training or training materials. Training organizations planning to introduce a course preparing for one of the EXIN examinations can contact service@exin-exams.com for documentation on the accreditation and the examination requirements.back to FAQ categories
15. What is a certificate number?
From 1 December 2006, every EXIN certificate includes a unique number which is linked to the candidate information in our database. This ensures that each certificate is unique, tied to a person and fraud proof. In this way we can always check whether a certificate is genuine or not.
back to FAQ categories
16. What is the difference between ITIL and ISO/IEC 20000?
ITIL® is a set of best practices for IT Service Management based on the experiences of IT companies. ITIL® provides advice on the planning, management and improvement of internal IT processes. ISO/IEC 20000 is an IT Service Management standard that sets quality requirements for IT Services and IT Service Management. The ISO/IEC 20000 standard is “framework-neutral,” i.e. it specifies the requirements a company must fulfill in order to deliver high-quality IT services, as opposed to explaining how the company should use other standards, best practices and frameworks in order to achieve the required quality level. Consequently, the standard does not express a preference for other standards, best practices or frameworks. However, the EXIN ISO/IEC Qualification Program does teach you how to use the standards, best practices, frameworks or own procedures required in your organization.
back to FAQ categories