ISO/ IEC 20000 Foundation certification - eLearning (Exam included)

The globe's most recognized standard for confirming exceptional IT Service Management.

Demonstrate your ongoing commitment to exceptional IT Service Management.

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.

COURSE OVERVIEW

ISO/IEC 20000 establishes the requirements and provides the details to implement an effective Service Management System required to deliver high quality IT services, together with guidance on how to demonstrate compliance to the standard.

ISO/IEC 20000 Foundation is the entry level of the certification. Candidates will learn how the standard operates in a typical IT service provider organization.

ISO/IEC 20000 options are available for both individuals and organizations via APMG:

For individuals

• ISO/IEC 20000 certifies an individual as an IT Service Management professional - able to enhance an organization using the ISO/IEC 20000 standard.
• ISO/IEC 20000 training courses are delivered by APMG accredited training providers - self-study is also available.
• APMG accredits training providers wishing to deliver ISO/IEC 20000 training courses and exams.

Certify your ability to:

• Understand the relationship between ISO/IEC 20000 standard and ITSM and use best practices in ITSM to apply appropriate methods within an organization.
• Understand, identify and explain the potential issues regarding applicability, eligibility and scoping to assist in certification readiness assessment and certification audits as well as advising on the implementation of continual improvement processes.
• Produce a gap analysis supported by an improvement and implementation plan.
• Describe the scope, aims and use of the ISO/IEC 20000 specification and code of practice, through an understanding of the roles of the component parts of the standard.
• Recognize the need to plan and implement ITSM processes, report on the IT services and major metrics of the ITSM processes, schedule and conduct regular reviews, assessments and audits and plan for continual service improvement.

LEARNING OBJECTIVES

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.

At the end of the course the candidate will have achieved the knowledge of:

• The background to the ISO/IEC 20000 standard, the APMG qualification scheme and the APMG qualification scheme;
• The focus and objectives of ISO/IEC 20000-1 (Specification), ISO/IEC 20000-2 (Code of Practice) e ISO/IEC 20000-3 (Guidance on Scope and Applicability of ISO/IEC 20000-1) and how these can be used;
• The terminology and definitions used;
• The fundamental requirements of a service management system and the reasons behind the necessity for continual improvement;
• The processes, their objectives and the key requirements of a services supplier in a typical scenario;
• The requirements of eligibility and definition of the field;
• The objectives of internal and external audits, their function and associated terminology.
• The processes, their objectives and high level requirements.
• Applicability and scope definition requirement.
• The purpose of internal and external audits, their operation and the associated terminology.
• The relationship with best practices, ITIL®  , and related standards, ISO 9001 and ISO/IEC 27001.

WHAT'S INCLUDED

Access Duration: 120 access days 

Course details:

• 7 lessons (about 5 hours of video recorded by an accredited teachers)
• Downloadable PDF documents with detailed content (slides, explanations) for each lesson
• 1 official mock exam
• Exercises and solutions
• Access 24/7

To complete the course and have an optimal exam preparation,
we recommend you to spend at least 21 hours of study.

Contents

• Background and related schemes
• Scope, usage, terms and definitions
• Overall Service Management System (SMS)
• ISO/IEC 20000 Service Management processes
• Certification, applicability and scope
• Achieving and maintaining ISO/IEC 20000-1 certification

Prerequisites:There are no prerequisites for ISO/IEC 20000 Foundation certification.

For who is this course most suitable?

Staff working within a service provider organization that requires a basic understanding of the standard. It is equally relevant for those working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.

EXAM INFORMATION

Exam and certification: Online!

Take your exam when you are ready, when you have time and wherever you are .. !!

The exam will be taken online, which gives you the convenient choice of writing the exam at home or in the office. What we need is a computer with internet for exam and webcam (ProctorU). Exams are included in this eLearning package. Very flexible!

Exam format:

• Multiple choice
• 40 questions per paper
• 26 marks required to pass (out of 40 available) - 65%
• 60 minutes duration
• Closed book

TESTIMONIALS/ REVIEWS

"Just klarat min examen. Med ett bra betyg!
Jag är så glad! Tack AVC, ni är bäst!"

Karin Ericsson