ISO® 20000

ISO 20000® FOUNDATION BRIDGE CERTIFICATION 

"ISO/IEC 20000" is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT Service Management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. ISO/IEC 20000 was released in 2005 based on the IT infrastructure library (ITIL®) best practice framework, and updated in 2011. The adoption of ISO/IEC 20000 has grown quite rapidly in the international arena of IT service providers and it has become a competitive differentiator for delivery of IT services.

TARGET GROUP OF THE QUALIFICATION

The target audience includes both internal and external service providers, who play a role or have an interest in ISO/IEC 20000, even if such an organization is not (yet) certified. The ISO/IEC 20000 Foundation Certificate is particularly aimed at this wider audience. In addition, for customers considering requesting their service providers to become ISO/IEC 20000 certified, they can get an insight into what can be expected of their service providers. The ISO/IEC 20000 Foundation Bridge examination is intended for professionals in IT Service Management with solid knowledge and experience within IT Service Management, with a minimum certification level of ITIL® Foundation (V2 and/or V3 or above versions), who want to focus on or become proficient in IT Service Management according to ISO/IEC 20000. The ISO/IEC 20000 Foundation Certificate is a prerequisite for the other qualifications within the qualification scheme.

ISO/IEC 20000 QUALIFICATION PROGRAM STRUCTURE

The ISO/IEC 20000 Foundation Certificate is part of the ISO/IEC 20000 qualification program for personnel which cover a series of exams that are aligned with the various roles in IT Service Management.

 

 

 

ADOPTING ISO20000 CAN OFFER USERS A HUGE RANGE OF BENEFITS THAT INCLUDE

  • Improved IT services
  • Reduced costs
  • Improved customer satisfaction through a more professional approach to service delivery
  • Improved productivity
  • Improved use of skills and experience
  • Improved delivery of third party service
  • ISO 20000 FOUNDATION LEVEL COURSE OUTLINE

SPECIFICATION OF THE EXAM

Exam name 

The exam name is: Foundation Bridge in IT Service Management according to ISO/IEC 20000 examination.

Exam format 

Multiple-choice examination consisting of 20 questions. A pass is achieved by answering at least 13 questions correctly. Time: 30 minutes. 

Exam prerequisites 

To sit the Foundation Bridge in IT Service Management according to ISO/IEC 20000 examination candidates must: - Hold an ITIL® Foundation Certificate.

Exam requirements                                                                               Weight (%) 

Understanding the definitions and principles of service quality management               10% 

Understanding the position of ISO/IEC 20000 in IT Service Management                     40% 

The quality specifications for IT Service Management                                                    35%

The code of practice for IT Service Management                                                            15%

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