ISO/IEC 20000 Foundation
ISO/IEC 20000 Foundation introduces candidates to the internationally recognized standard for IT Service Management (ITSM). The standard defines an integrated set of management processes that collectively form a Service Management System (SMS) designed to support the effective delivery of IT services to businesses and their customers.
Validate Your Ability To:
* Understand the relationship between the ISO/IEC 20000 standard and IT Service Management (ITSM), and apply recognized ITSM best practices within an organization.
* Identify and explain issues relating to applicability, eligibility, and scope in support of certification readiness assessments and audits.
* Support the implementation of continual improvement activities within a service management environment.
* Perform a gap analysis and contribute to the creation of implementation and improvement plans.
* Describe the purpose, scope, objectives, and use of the ISO/IEC 20000 specification and code of practice.
* Understand the role and interaction of the various components that make up the standard.
* Recognize the importance of planning and implementing ITSM processes, monitoring service performance, measuring key metrics, conducting reviews and audits, and driving continual service improvement initiatives.
Purpose of the Foundation Qualification
The Foundation qualification is designed to confirm that candidates possess an understanding of the contents and high-level requirements of the ISO/IEC 20000 standard and how it operates within a typical service provider organization.
The qualification demonstrates a foundational understanding of Service Management Systems (SMS) and may also serve as a prerequisite for progression to Practitioner-level qualifications.
Target Audience
This qualification is intended for professionals working within service provider organizations who require a basic understanding of the ISO/IEC 20000 standard. It is particularly relevant for:
* IT service management professionals
* Service desk and support personnel
* IT managers and team leaders
* Internal auditors and compliance professionals
* Individuals involved in the implementation or maintenance of an SMS
* Organizations that have already achieved ISO/IEC 20000 certification or are considering implementation
There are no formal prerequisites for this qualification. However, a basic understanding of service management principles and concepts is beneficial.
Learning Outcomes
Successful candidates will understand:
* The scope and purpose of the key components of ISO/IEC 20000 and their practical application.
* The terminology and definitions associated with the standard.
* The fundamental requirements of a Service Management System (SMS) and the importance of continual improvement.
* The objectives and high-level requirements of ITSM processes.
* Requirements related to applicability and scope definition.
* The purpose, operation, and terminology associated with internal and external audits.
* The certification process and scheme requirements.
* The relationship between service management best practices and related standards such as ISO 9001 and ISO/IEC 27001.
Examination Format
* Multiple-choice examination
* 40 questions
* Pass mark: 26 out of 40 marks (65%)
* Duration: 60 minutes
* Closed-book examination
Exam Voucher Information
Exam vouchers may be requested at any time after the course has commenced.
When ready to schedule the examination, candidates can contact the training provider to request an exam voucher. Voucher requests are typically processed within one to two business days.
Candidates must request their exam voucher within their course access period, which begins on the date of purchase.
Online Examination Process
All examinations are delivered online through a remote proctoring platform. Candidates are required to install the secure examination browser before sitting the exam. Installation may require local administrator permissions on the examination device.
Exam Terms and Conditions
Voucher Usage
* Exam vouchers are non-transferable and can only be used for the certification selected at the time of purchase.
* Vouchers are valid only for the registered candidate and cannot be reassigned to another individual.
Identity Verification
* Candidates are required to provide valid government-issued identification, such as a passport or driving licence, prior to taking the examination.
Voucher Validity
* Exam vouchers remain valid for one year from the date of purchase and the examination must be scheduled within this validity period.
Voucher Extensions
* Voucher validity cannot be extended beyond the expiry date specified on the voucher.
Rescheduling Policy
* Candidates may reschedule their examination once at no additional charge, provided the request is submitted at least ten days before the scheduled exam date.
* Additional rescheduling requests may incur an administration fee.
Examination Delivery
* All examinations are conducted online using an approved remote proctoring service.
* Candidates must install the required secure browser prior to the examination, and local administrator permissions may be required during installation.
