ISO/IEC 20000 is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service management.
The standard allows IT service provider organizations to achieve conformance to a service management system which requires them to continually improve their delivery of IT services. ISO/IEC 20000 was first released in 2005 and is now at the second edition. It aligns to the IT infrastructure library (ITIL®) best practice framework.
The adoption of ISO 20000 has grown rapidly in the international arena for both internal and external IT service providers and it has become a competitive differentiator for delivery of IT services.
ISO/IEC 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.
ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL.
ISO/IEC 20000 consists of several parts:
ISO/IEC 20000-1:2011 (Part 1) is the formal specification and defines the requirements for a service management system. The scope includes:
Various other parts supplement these three with guidance and information on specific aspects and uses of the standard.
With effect from June 2012, all examinations are based on the 2011 edition of the ISO/IEC 20000 Part 1 and the 2012 edition of Part 2.
The Foundation is the entry level of the ISO/IEC 20000 examinations.
The purpose of the Foundation level is to confirm that the candidate has good/basic knowledge of the contents and requirements of the ISO/IEC 20000 standard and understands how the standard operates in a typical IT service provider organization.
The Foundation meets the pre-requisite for entry to the Practitioner certification.
Prerequisites - A candidate must hold one of the following certifications to qualify to sit the Practitioner examination:
At Practitioner level you should understand and be able to apply the content of the ISO/IEC 20000 standard within currently certified organizations or those considering certification.
Candidates who pass the Auditor examination will have shown that they understand the principles of IT Service Management and the requirements of ISO/IEC 20000-1:2011 (Part 1).
This is a transition course for experienced auditors. It does not cover the principles of generic management system audit techniques, and for this reason delegates attending the course are required to have a minimum of three years’ experience conducting audits in an IT environment. This may be as a third party auditor or as an internal auditor for an organization. It is mandatory to have attended an APMG-accredited Auditor course in order to take this examination.
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