The candidate should understand the scope, objectives, key terminology and high-level requirements of the ISO/IEC 20000 standard, how it is used in a typical service provider organization, together with the main elements of the certification process.
Specifically, the candidate should understand:
The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used
The key terms and definitions used
The fundamental requirements for an SMS and the need for continual improvement
The processes, their objectives and high-level requirements
Applicability and scope definition requirements
The relationship with best practices, ITIL 2011, and related standards, ISO 9001 and ISO/IEC 27001.
This qualification is aimed at staff working within a service provider organization that requires a basic understanding of the standard. It is equally relevant for those working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.
There is no pre-requisite for the Foundation qualification but knowledge of the basic principles of IT service management would be an advantage.
Understand the relationship between ISO/IEC 20000 standard and ITSM and use best practices in ITSM to apply appropriate methods within an organization.
To confirm that a candidate has sufficient knowledge of the contents and high-level requirements of the ISO/IEC 20000 standard, and understands at a foundation level how the standard operates in a typical service provider organization. Possession of the Foundation Certificate is also one of the possible prerequisites for the Practitioner qualification.
Type: 40 MCQ
Duration: 60 minutes
Open Book: No
Pass Score: 26/40 %65