Course Outline

• 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.

Learning Objective

• To understand the implementation of an IT Service Management System in accordance with ISO 20000
• To understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
• To know the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL
• To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an IT Service Management System
• To acquire the necessary expertise to contribute in implementing an IT Service Management System (SMS) as specified in ISO 20000

Target Group

• Members of an IT Service team
• IT Professionals wanting to gain a comprehensive knowledge of the main processes of a Service Management System (SMS)
• Staff involved in the implementation of the ISO 20000 standard
• Technicians involved in operations related to an SMS
• Auditors

Exam Details

• Number of Questions – 40 Multiple Choice Questions, carrying 1 mark each
• Duration – 1 hour
• Open book exam – No
• Use of electronic devices permitted during the exam – No
• Pass mark – 65% (26 out of 40)