ISO/IEC 20000 Practitioner
The ISO/IEC 20000 Practitioner qualification is based on the internationally recognized standard for IT Service Management (ITSM). ISO/IEC 20000 defines an integrated set of management processes that together establish a Service Management System (SMS) for the effective delivery and continual improvement of IT services to businesses and their customers.
The Practitioner certification validates a candidate’s ability to apply ISO/IEC 20000 principles and requirements within an organizational environment and support the implementation, operation, and continual improvement of a Service Management System.
Validate Your Ability To:
* Understand the relationship between ISO/IEC 20000 and IT Service Management best practices and apply appropriate ITSM methods within an organization.
* Identify and explain issues relating to applicability, eligibility, and scope definition in support of certification readiness activities and audits.
* Assist organizations with the implementation of continual service improvement initiatives.
* Conduct gap analyses and develop implementation and improvement plans.
* Describe the purpose, objectives, scope, and practical use of the ISO/IEC 20000 specification and code of practice.
* Understand the interaction and responsibilities of the various components within the standard.
* Plan, implement, monitor, review, and improve ITSM processes and services.
* Measure and report on service performance and key ITSM metrics.
* Support regular reviews, internal assessments, and audits to ensure continual compliance and improvement.
Purpose of the Practitioner Qualification
The purpose of the ISO/IEC 20000 Practitioner qualification is to confirm that candidates possess sufficient understanding of ISO/IEC 20000 and can apply this knowledge to activities that support organizations in achieving and maintaining conformity with the requirements of ISO/IEC 20000-1.
Successful candidates will be capable of assisting organizations in implementing, maintaining, and improving a Service Management System while supporting the achievement and retention of ISO/IEC 20000 certification.
Target Audience
This qualification is intended for:
* IT service management practitioners
* Service managers and process owners
* Consultants and advisors involved in SMS implementation
* Internal auditors and compliance professionals
* Individuals responsible for implementing, operating, or improving a Service Management System
* Professionals supporting ISO/IEC 20000 certification initiatives
Prerequisites
Candidates must hold at least one of the following qualifications before attempting the Practitioner examination:
* ISO/IEC 20000 Foundation Certificate
* BCS ISO/IEC 20000 Foundation Certificate
* ITIL® Foundation Certificate (any version)
The APMG ISO/IEC 20000 Foundation qualification is specifically designed to prepare candidates for the Practitioner certification.
Successful Practitioner Candidates Will Be Able To:
* Understand the purpose, application, and structure of the various parts of the ISO/IEC 20000 standard.
* Support organizations in achieving compliance with ISO/IEC 20000-1 requirements and certification objectives.
* Advise organizations on applicability and scope definition requirements.
* Explain the relationship between ISO/IEC 20000, ITSM best practices, and related standards such as ISO 9001 and ISO/IEC 27001.
* Interpret and apply the requirements of ISO/IEC 20000-1 within practical business environments.
* Utilize technology and supporting tools to implement, maintain, and improve a Service Management System.
* Perform certification readiness assessments against ISO/IEC 20000-1 requirements.
* Conduct and evaluate gap analyses and implementation plans.
* Develop and maintain service management policies, objectives, and service management plans.
* Create, implement, and evaluate processes, procedures, policies, and process-specific plans required by ISO/IEC 20000-1.
* Support continual improvement initiatives across the Service Management System.
* Prepare organizations for certification audits in accordance with the APMG certification scheme requirements.
Course Prerequisites
To enroll in this qualification, candidates must hold at least one of the following certifications:
* ISO/IEC 20000 Foundation Certificate
* BCS ISO/IEC 20000 Foundation Certificate
* ITIL® Foundation Certificate
Examination Format
* Complex multiple-choice examination
* Four questions per examination paper
* Twenty marks available for each question
* Pass mark: 40 out of 80 marks (50%)
* Examination duration: 3 hours
* Open-book examination
* Candidates may use a copy of ISO/IEC 20000-1 Part 1 during the examination
Exam Voucher Information
APMG exam vouchers can be requested at any time after you have started your course.
Once you are ready to take your examination, simply contact the training provider to request your voucher. Voucher requests are generally processed within one to two business days.
Candidates must request their voucher during their course access period, which begins on the date of purchase.
Online Examination Process
All APMG examinations are delivered online through a remote proctoring service.
To sit the examination, candidates will be required to install the secure examination browser used by the remote proctoring platform. Installation may require local administrator permissions on the examination device.
Exam Terms and Conditions
Exam Voucher Usage
* Exam vouchers are non-transferable.
* Vouchers may only be used for the certification selected at the time of purchase.
* Exam vouchers are valid only for the registered candidate.
### Candidate Identification
* Candidates must provide valid government-issued photo 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.
* The examination must be booked and completed within the voucher validity period.
Voucher Extensions
* Exam voucher validity cannot be extended beyond the expiry date shown on the voucher.
Rescheduling Policy
* Candidates may reschedule their examination once at no additional cost provided the request is submitted at least ten days before the scheduled exam date.
* Additional rescheduling requests may be subject to an administration fee.
Examination Delivery
* All examinations are conducted online using the official remote proctoring service.
* Candidates are required to install the secure examination browser before sitting the exam, and administrator permissions may be required during installation.
