ISO/IEC 20000 Foundation
**ISO/IEC 20000 Foundation** introduces learners to the internationally recognized standard for IT Service Management (ITSM). The standard defines an integrated set of management processes that together form a Service Management System (SMS), enabling organizations to deliver effective, high-quality IT services that meet business and customer requirements.
What You Will Learn
By completing this qualification, candidates will be able to:
* Understand the relationship between the ISO/IEC 20000 standard and IT Service Management (ITSM).
* Apply ITSM best practices and appropriate service management methods within an organization.
* Identify and explain key considerations relating to applicability, eligibility, and scope in preparation for certification assessments and audits.
* Support organizations in implementing continual service improvement initiatives.
* Conduct gap analysis activities and contribute to the development of implementation and improvement plans.
* Describe the purpose, scope, and application of the ISO/IEC 20000 specification and code of practice.
* Recognize the importance of planning and implementing ITSM processes, monitoring service performance, measuring key metrics, and conducting regular reviews and audits.
Purpose of the Foundation Qualification
The Foundation qualification is designed to confirm that candidates possess sufficient knowledge of the content and high-level requirements of the ISO/IEC 20000 standard. It validates an understanding of how the standard operates within a typical service provider organization and how it supports effective service management practices.
The Foundation Certificate may also serve as a prerequisite for progressing to the Practitioner-level qualification.
Target Audience
This qualification is intended for professionals working within service provider organizations who require a basic understanding of the ISO/IEC 20000 standard, including:
* IT service management professionals.
* Service desk and support personnel.
* IT managers and team leaders.
* Internal auditors and quality professionals.
* Individuals involved in implementing or maintaining an IT Service Management System.
* Organizations that are already certified to ISO/IEC 20000-1 or are planning to pursue certification.
There are no formal prerequisites for the Foundation qualification; however, a basic understanding of service management concepts would be beneficial.
Learning Outcomes
Successful candidates will gain an understanding of:
* The scope, objectives, and purpose of the ISO/IEC 20000 standard.
* Key terminology and definitions used throughout 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 for defining applicability and scope.
* The purpose and operation of internal and external audits, including associated terminology.
* The operation of the APMG certification scheme.
* The relationship between ISO/IEC 20000, 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 (65%)
* Duration: 60 minutes
* Closed-book examination
Exam Voucher Information
Exam vouchers for APMG-accredited courses can be requested at any time after starting the course.
Once you are ready to sit the examination, simply contact the training support team to request your exam voucher. Voucher requests are typically processed within one to two business days.
Students 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 platform. Candidates will be required to install the secure examination browser before sitting the exam. Installation may require local administrator permissions on the device being used for the examination.
Exam Terms and Conditions
Voucher Usage
* Exam vouchers are non-transferable.
* Vouchers can only be used by the individual who purchased the course.
* Vouchers are valid only for the certification selected at the time of purchase.
Identity Verification
Candidates must present valid government-issued identification, such as a passport or driving licence, before being permitted to sit the examination.
Voucher Validity
Exam vouchers remain valid for one year from the date of purchase, and the examination must be booked within this validity period.
Voucher Extensions
Exam voucher validity cannot be extended beyond the expiry date stated on the voucher.
Exam Rescheduling
Candidates may reschedule their examination once at no additional charge, provided the request is made at least ten days before the scheduled exam date. Additional rescheduling requests may incur an administration fee.
Taking the Examination
All examinations are delivered online via the official remote proctoring service. Candidates will need to install the required secure browser in advance, and administrator permissions may be required during installation.
