ISO/IEC 20000 Practitioner
ISO/IEC 20000 Practitioner is an advanced qualification based on the internationally recognized standard for IT Service Management (ITSM). The standard defines an integrated set of management processes that form a Service Management System (SMS), enabling organizations to deliver effective, consistent, and customer-focused IT services.
The Practitioner qualification focuses on the practical application of ISO/IEC 20000 principles and requirements, enabling professionals to support organizations in achieving and maintaining conformity with ISO/IEC 20000-1 certification requirements.
Validate Your Ability To:
* Understand the relationship between ISO/IEC 20000 and IT Service Management best practices.
* Apply ITSM principles and methods effectively within an organizational environment.
* Identify and evaluate issues relating to applicability, eligibility, and scope definition.
* Support certification readiness activities and certification audits.
* Advise organizations on implementing continual service improvement initiatives.
* Conduct gap analyses and develop implementation and improvement plans.
* Explain the purpose, scope, and application of the ISO/IEC 20000 specification and code of practice.
* Plan, implement, monitor, and improve ITSM processes and services.
* Establish service metrics, conduct reviews and audits, and support continual improvement activities.
Purpose of the Practitioner Qualification
The Practitioner qualification is designed to confirm that candidates possess sufficient understanding of ISO/IEC 20000 and its practical application to analyze, apply, and support activities that enable organizations to achieve and maintain conformity with the requirements of ISO/IEC 20000-1.
Successful candidates will be able to contribute to Service Management System implementation projects, support certification initiatives, and assist organizations in maintaining ongoing compliance with the standard.
Target Audience
This qualification is intended for:
* IT service management practitioners
* Service managers and process owners
* Consultants and advisors supporting SMS implementation
* Internal auditors and compliance professionals
* Professionals involved in implementing, operating, or improving a Service Management System (SMS)
* Individuals responsible for preparing organizations for ISO/IEC 20000 certification
Prerequisites
Candidates must hold at least one of the following certifications prior to taking 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.
Learning Outcomes
Successful candidates will be able to:
* Understand the purpose, structure, and practical application of the various components of the ISO/IEC 20000 standard.
* Assist organizations in achieving conformity 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 an organizational context.
* Use technology and supporting tools to implement, operate, and improve a Service Management System.
* Conduct certification readiness assessments against ISO/IEC 20000-1 requirements.
* Perform and evaluate gap analyses and implementation plans.
* Develop, implement, and review service management policies, objectives, and plans.
* Create and assess processes, procedures, policies, and process-specific plans required by ISO/IEC 20000-1.
* Support the implementation of continual improvement initiatives.
* Prepare organizations for ISO/IEC 20000 certification audits in accordance with the APMG certification scheme requirements.
Examination Format
* Complex multiple-choice examination
* 4 questions per paper
* 20 marks available per question
* Pass mark: 40 out of 80 marks (50%)
* Duration: 3 hours
* Open-book examination
* Candidates may use a copy of ISO/IEC 20000-1 Part 1 during the examination
Exam Voucher Information
Exam vouchers for APMG-accredited courses can be requested at any time after the course has commenced.
Once you are ready to take the examination, simply contact the training provider to request your exam voucher. Voucher requests are typically processed within one to two business days.
Candidates must request their exam 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.
Candidates will be required to install the secure examination browser before sitting the examination. Installation of this software may require local administrator permissions on the device being used.
Exam Terms and Conditions
Voucher Usage
* Exam vouchers are non-transferable.
* Vouchers are valid only for the certification purchased at the time of enrolment.
* Exam vouchers may only be used by the registered candidate.
Identity Verification
* Candidates are required to present valid government-issued photo identification, such as a passport or driving licence, before commencing the examination.
Voucher Validity
* APMG exam vouchers are valid for one year from the date of purchase.
* The examination must be booked and taken within this validity period.
Voucher Extensions
* Exam voucher validity cannot be extended beyond the expiry date shown on the voucher.
Exam Rescheduling
* Candidates may reschedule their examination once at no additional cost, provided the request is made at least ten days before the scheduled examination date.
* Additional rescheduling requests may be subject to an administration fee.
Examination Delivery
* All examinations are delivered online via the official remote proctoring platform.
* Candidates are required to install the secure examination browser before taking the examination, and local administrator permissions may be required for installation.
