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ISO/IEC 20000 Blog

Read our blog where we discuss the ISO/IEC 20000 qualifications and standard in detail.

ISO/IEC 20000 Certifications - Previous Format Exams

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ISO/IEC 20000 consists of two parts:

  • ISO/IEC 20000-1:2005 is the formal specification and defines the requirements for an organization to deliver managed services of an acceptable quality for its customers. The scope includes:
    • Requirements for a management system
    • Planning and implementing service management
    • Planning and implementing new or changed services
    • Service delivery process
    • Relationship processes
    • Resolution processes
    • Control processes
    • Release processes.

  • ISO/IEC 20000-2:2005 is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. The Code of Practice will be of particular use to organizations preparing to be audited against ISO/IEC 20000 or planning service improvements.

In response to the recent update to part 1 of the ISO/IEC 20000 standard, APMG have updated their exams and will allow candidates/ATOs to select either the 2005 or 2011 version to be examined against in line with the transition plan released earlier this year.

The exam formats are as follows:

Foundation

The Foundation is the first of the ISO/IEC 20000 examinations you are required to pass to become an ISO/IEC 20000 Practitioner. Though not a mandatory requirement, passing the Foundation examination prior to taking the ISO/IEC 20000 Auditor certification will provide a helpful basis on which to complete further study.

The purpose of the Foundation certification is to confirm that you have sufficient knowledge of the contents and requirements of the ISO/IEC 20000 standard and understand how the standard operates in a typical IT service provider organization. The Foundation is also a pre-requisite for the Practitioner certification.

ISO/IEC 20000 Foundation has been awarded 1.0 credits of the 6 complementary credits avaliable to put towards the ITIL Expert certification.

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

Download the following pdf for further information on the Adobe PDF Logo ISO/IEC 20000 Qualifications (90KB).

Practitioner

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.

The ISO/IEC 20000 Practitioner level has been awarded 1.5 credits of the 6 complementary credits available to put towards the ITIL Expert certification.

Prerequisites - A candidate must hold one of the following qualifications to qualify to sit the Practitioner exam:

  • ISO/IEC 20000 Foundation
  • ITIL Foundation

There are two one-hour Practitioner exams. You must score 50% or more in each paper, with an overall score of at least 65% (33/50 marks) across both papers required to pass.

Paper 1

  • Multiple choice
  • 25 questions per paper
  • 60 minutes duration
  • 50% required to pass
  • Closed book.

Paper 2

  • Written paper format
  • 50% required to pass
  • 60 minutes duration
  • Closed book.

Download the following pdf for further information on the Adobe PDF Logo ISO/IEC 20000 Qualifications (90KB).

Auditor

Auditors should understand the principles of IT Service Management and the contents of ISO/IEC 20000:2005.

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.

The ISO/IEC 20000 Auditor qualification has been awarded 1.0 credits of the 6 complementary credits available to put towards the ITIL Expert certification.

  • Multiple choice
  • 25 questions per paper
  • 60 minutes duration
  • 18 marks required to pass (out of 25 available) - 72%
  • Closed book.

Download the following pdf for further information on the Adobe PDF Logo ISO/IEC 20000 Qualifications (90KB).


Read our APMG-International ISO/IEC 20000 Certification Interactive Brochure for further information on the certification.