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ISO 20000 – ITSM Certificate

Course Description:

The ISO 20000 standard is centered on integrating and executing synchronized service management processes. Its primary goal is to ensure continual control, enhance efficiency, and foster avenues for ongoing enhancement. This entails harmonizing the personnel and protocols across various sectors of your organization, including the service desk, service support, service delivery, and operations teams. Formerly recognized as BS 15000, the ISO 20000 IT Service Management standard adheres to the process approach outlined by the IT Infrastructure Library (ITIL)® by the United Kingdom's Office of Government Commerce (OGC).

$ 500.00 $ 369.00
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Certification Overview

The ISO 20000 standard is centered on integrating and executing synchronized service management processes. Its primary goal is to ensure continual control, enhance efficiency, and foster avenues for ongoing enhancement. This entails harmonizing the personnel and protocols across various sectors of your organization, including the service desk, service support, service delivery, and operations teams. Formerly recognized as BS 15000, the ISO 20000 IT Service Management standard adheres to the process approach outlined by the IT Infrastructure Library (ITIL)® by the United Kingdom's Office of Government Commerce (OGC).

E-Course Duration: 40 Days

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Exam Information

The exam comprises of 40 Multiple Choice Questions out of which the candidate needs to score 70% (28 out of 40 correct) to pass the exam.

Exams are online and proctored based, using a webcam and a reliable internet connection exams can be taken anywhere and anytime.

The total duration of the exam is 1 hour (60 Minutes).

No external sources of information may be accessed during the exam via ProctorU. Further details of the materials permitted are provided:

  • Identification Proof

  • If a Candidate does not pass the exam in the second (2nd) attempt, the candidate must wait for a period of at least fourteen (14) calendar days from the date of their attempt to retake the exam for third (3rd) time or any subsequent time.
  • The exam can be taken any number of times.

The ISO 20000 – ITSM Certificate is valid for life.

Displaying your certificate

  • Remember, when labelling a product or system as certified to an ISO standard:
  • Don't say: "ISO certified" or "ISO certification"
  • DO say: "ISO 9001:2008 certified" or "ISO 9001:2008 certification" (for example).

N/A

N/A

  • ITSM Certification has no pre-requisites (Completion of an E-Course is not mandatory from GIPMCBok portal), but we highly recommend doing the E-Course as maximum number of questions are drawn from the E-Course in the actual exam.
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Course Outline

Module 1 - ITSM - Foundation

    • Business Case for ITSM
    • ISO 20000 Requirements
    • Integration
    • Scope
    • Guidance in Compliance Assessments
    • Situations
    • Tools
    • Incident Management
    • Project Management
    • Knowledge Management
    • Business Ecosystem
    • Improving Efficiency
    • Non Conformity and Compliance
    • Content Illustration
    • Support and Operations
    • Compliance with ISO

Module 2 - Operations of ITSM

    • Understanding the Organization and its Context
    • Leadership and Requirements
    • Policy Requirements
    • Organizational Roles, Responsibilities and Authorities
    • Planning
    • Impact of Risk and Opportunities
    • Competence, Awareness, Communication
    • Asset Management
    • Configuration Management
    • Relationship and Agreement
    • Business Relationship Management
    • Supplier Management
    • Service Level Management
    • Management of Internal Supplies and Customers
    • Service, Design, Build and Transition
    • Change Management Policy, Initiation and Activities
    • Resolution and Fulfillment
    • Service Request Management
    • Service Continuity Management
    • Information Security Incidents
    • Continual Improvement
    • Management Review
    • Corrective Actions
    • Certification Process
    • ISO Requirements

Target Audience

  • Individuals who want to demonstrate the reliability and quality of IT services to employees, stakeholders and customers.
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