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    • IT standards
      • ISO/IEC 20000

ISO/IEC 20000

ISO/IEC 20000
ISO/IEC 20000 is the international, independent standard for quality in IT Service Management. A standard that enables organizations to prove the quality of IT Services to clients, and to build and maintain an IT Service Management System that meets the international ISO/IEC 20000 quality requirements. This will create a significant competitive advantage, since clients demand high quality of IT Services. These organizations need IT-professionals who are certified for ISO/IEC 20000.

Let the Compass (pdf) guide your path to better ITSM.

Qualification program for IT-professionals
EXIN and TÜV SÜD Akademie are jointly developing a qualification program for IT professionals: IT Service Management according to ISO/IEC 20000 (pdf). This program is based on job roles and competencies, since that is what you will need in practice. The qualification program shows the vision behind the standard and gives insight in how to accomplish the required quality level of IT Services. You will learn to use the framework neutral standard ISO/IEC 20000 as a compass for navigating across all the different IT Service Management standards, best practices and frameworks, making the best use of them all.

Please download this flyer (pdf) for more information, or download the following articles: 
Trends in IT: Destination Q (pdf), New Qualification Program for ISO/IEC 20000 (pdf).

Independent exams
The qualification program IT Service Management according to ISO/IEC 20000 (pdf) comprises of a Foundation Level, a Professional Level, an IT Management Track and an Auditing Track. Practical Assignments are part of the higher level training courses. The following exams are available:

• ISO/IEC 20000 Foundation 
• ISO/IEC 20000 Foundation Bridge
• ISO/IEC 20000 Professional: Management and Improvement of ITSM Processes 
• ISO/IEC 20000 Professional: Support of IT Services 
• ISO/IEC 20000 Professional: Alignment of IT and the Business 
• ISO/IEC 20000 Professional: Control of IT Services 
• ISO/IEC 20000 Professional: Delivery of IT Services
• ISO/IEC 20000 Associate Consultant Auditor 
• ISO/IEC 20000 Consultant Manager
• ISO/IEC 20000 Executive Consultant Manager
• ISO/IEC 20000 Internal Auditor

Additional exams are currently under development.

Associate level examinations to be released Q1 2010
Associate consultant and associate auditors are important participants in the implementation, improvement and quality assurance of IT Service Management processes. Their professional role includes coordinating activities of professionals and service provision areas and in reporting on the performance and effectiveness of IT Service Management. This role is extending that of the professional in Managing and Improving IT Services. This chart indicates the position of Associate in the entire program.

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