ISO/IEC 20000 Foundation Certificate

Examination Syllabus

Version 2.0 - 18/5/2010

ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

Document Management & Version Control

Document Details:
Name of Document: Author: Authorised Officer: Description of Content: Document Status: Approved by: Date of Approval: Assigned review period: Date of next review: ISO/IEC 20000 Foundation Certificate Examination Syllabus Peter Cross Managing Director Operations Service Quality, Assurance &

The syllabus which defines the examination and training course requirements for the ISO/IEC 20000 Foundation Certificate. Live GCI Management Leadership Team 11 February 2010 1 year 11 February 2011

Version Control:
Version Version Date Authorised Officer Number
2.0 17-June-2010 Managing Director Service Quality, Assurance & Operations

Amendment Details
Inclusion of Part 3: 2009 Guidance on scope definition and applicability of ISO/IEC 20000-1.

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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

Table of Contents
1 2 Introduction .............................................................................................................. 5 ISO/IEC 20000 Overview ......................................................................................... 5 2.1 2.2 2.3 3 3.1 3.2 3.3 Part 1: 2005 Part 2: 2005 Part 3: 2009 Specification .................................................................................... 6 Code of Practice .............................................................................. 7 Guidance on scope definition and applicability of ISO/lEC 20000-1 7

Examination Requirements: ..................................................................................... 8 Overview ................................................................................................................. 8 Aims & Objectives................................................................................................... 8 Assessment Approach ............................................................................................ 9 Knowledge ....................................................................................................... 9 Comprehension ................................................................................................ 9

3.3.1 3.3.2 3.4 3.5 3.6

Summative Assessment ......................................................................................... 9 Instructional Methods .............................................................................................. 9 Eligibility Requirements ........................................................................................ 10 Training/Study Requirements ......................................................................... 10 Pre-requisite/Co-requisite Requirements ....................................................... 10 Duration.......................................................................................................... 10 Type ............................................................................................................... 10 Pass Mark ...................................................................................................... 10 Supervision .................................................................................................... 10 Delivery .......................................................................................................... 10

3.6.1 3.6.2 3.7 3.7.1 3.7.2 3.7.3 3.7.4 3.7.5 4 4.1 4.2

Examination Format .............................................................................................. 10

Examination Syllabus ............................................................................................. 11 Examination Structure .......................................................................................... 11 Examination Subjects ........................................................................................... 12 ISO/IEC 20000 Part 1 Specification & Part 2 Code of practice ................... 12

4.2.1

4.2.2 Part 3: 2009 Guidance on scope definition and applicability of ISO/lEC 20000-1 ...................................................................................................................... 16 5 Literature & Study Materials ................................................................................... 18 5.1 Text Books ............................................................................................................ 18 Required:........................................................................................................ 18 Recommended: .............................................................................................. 18 Page 3 of 19 5.1.1 5.1.2

ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

5.2

Standards ............................................................................................................. 18 Required:........................................................................................................ 18 Recommended: .............................................................................................. 18

5.2.1 5.2.2 6 7

Complimentary Standards & Supporting Frameworks............................................ 19 Contact Us ............................................................................................................. 19

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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

Introduction
ISO/IEC 20000 is the International Standard for Information Technology - Service Management (ITSM) which is completely framework independent. This ISO/IEC 20000 Foundation level examination and associated course of study is designed for candidates who are seeking personal certification of their knowledge, understanding and comprehension of the requirements of this standard. This examination syllabus is also independent of any other syllabus at this level and does not require any prior learning and/or previous experience in IT Service Management principles, practices or frameworks. However, any prior experience in the IT and ITSM industry, and with other International Standards such as ISO 9001 Quality Management, and reading of the ISO/IEC 20000 standard will certainly be advantageous.

ISO/IEC 20000 Overview

Organizations require increasingly advanced facilities (at minimum cost) to meet their business needs. With the increasing dependencies in support services and the diverse range of technologies available, service providers can struggle to maintain high levels of customer service. Working reactively, they spend too little time planning, training, reviewing, investigating, and working with customers. The result is a failure to adopt structured, proactive working practices. Those same service providers are being asked for improved quality, lower costs, greater flexibility, and faster response to customers. In contrast, effective service management delivers high levels of customer service and customer satisfaction. It also recognizes that services and service management are essential to helping organizations generate revenue and be cost-effective. The ISO/IEC 20000 series enables service providers to understand how to enhance the quality of service delivered to their customers, both internal and external. It draws a distinction between the best practices of processes, which are independent of organizational form or size and organizational names and structures. Therefore, the ISO/IEC 20000 series applies to both large and small service providers, and the requirements for best practice service management processes are independent of the service provider's organizational form. These service management processes deliver the best possible service to meet a customer's business needs within agreed resource levels, by providing service that is professional, cost-effective and with risks which are understood and managed.

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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0 More specifically, and as described below ISO/IEC 20000 for Information Technology - Service Management (ITSM) defines and promotes the adoption of an inter-related and integrated process approach to effectively deliver managed services to meet the business and customer requirements:

2.1

Part 1: 2005

Specification

For an organization to function effectively it has to identify and manage numerous linked activities. Co-ordinated integration and implementation of the service management processes provides the ongoing control, greater efficiency and opportunities for continual improvement. This part of the standard essentially specifies the requirements with which organisations are required to adhere and comply if they are seeking external certification or internal assessment against this standard. ISO/IEC 20000-1:2005 defines the requirements for a service provider to deliver managed services. It may be used: 1. 2. 3. 4. 5. 6. By businesses that are going out to tender for their services; To provide a consistent approach by all service providers in a supply chain; To benchmark IT service management; As the basis for an independent assessment; To demonstrate the ability to meet customer requirements; To improve services. Page 6 of 19

ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

2.2

Part 2: 2005

Code of Practice

The variety of terms used for the same process, and between processes and functional groups (and job titles) can make the subject of service management confusing to the new manager. Understanding the terminology is a tangible and significant benefit from ISO/IEC 20000. ISO/IEC 20000-2:2005 represents an industry consensus on guidance to auditors and offers assistance to service providers planning service improvements or to be audited against ISO/IEC 20000-1.

2.3

Part 3: 2009 Guidance on scope definition and applicability of ISO/lEC 20000-1

Service providers who wish to implement an Service Management System (SMS) that is based on ISO/IEC 20000-1 are required to define the scope of their SMS. Most service providers are generally dependent on a complex supply chain for the delivery of the overall service and also provide a range of services to several different types of customer. This makes the definition of service management scope, and the agreement of the scope statement, a complex stage in the service provider's adoption of ISO/IEC 20000. Therefore, ISO/IEC TR 20000-3:2009 provides guidance on the applicability of ISO/IEC 20000-1 and provides practical examples of scope statements for the service provider, irrespective of whether they have experience of documenting a scope statement required by other management system standards. It can also assist service providers who are considering using ISO/IEC 20000-1 for implementing a service management system (SMS) and who need specific advice on whether ISO/IEC 20000-1 is applicable to their circumstances and how to define the scope of their SMS. ISO/IEC TR 20000-3:2009 supplements the advice in ISO/IEC 20000-2, which provides generic guidelines for implementing an SMS in accordance with ISO/IEC 20000-1.

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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

3
3.1

Examination Requirements:
Overview
The ISO/IEC 20000 Foundation Certificate exam is essentially designed to assess/evaluate a candidate s knowledge, understanding and comprehension of the International Standard for ISO/IEC 20000 IT Service Management This examination will focus on the following categories in the cognitive domain of Bloom s Taxonomy: Knowledge Comprehension

3.2

Aims & Objectives

The overall aim and primary objectives of this examination are to effectively assess the participant s knowledge/remembering and comprehension/understanding of ISO/IEC 20000. The objectives of this examination are the same for all candidates. These are set out below and describe the examination and training course requirements for the certification of individuals in ISO/IEC 20000 IT Service Management at the Foundation level. The objectives of this examination are to ensure that those who attain this qualification are able to: Essentially talk the talk by providing a description of the terms and definitions used within this standard. Define the compliance requirements within the standard and any limitations and constraints from a business and/or legal perspective. Define the relationship between the processes and the activities within these processes and the resources that are required and need to be managed for an organization to function effectively. Describe the integrated process approach that is fundamental to the adoption and implementation of ISO/IEC 20000 to effectively deliver managed IT services that meet the business and customer requirements. Explain the different types of conformity assessments and how these assessments, reviews and internal audits of IT Service Management systems against the requirements of the standard are used. Describe and list the inputs and outputs within each process and how the activities within a given process transform these inputs into outputs.

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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

3.3

Assessment Approach
Knowledge is defined as the remembering of previously learned material. This may involve the recall of a wide range of material, from specific facts to complete theories, but all that is required is the bringing to mind of the appropriate information. Knowledge represents the lowest level of learning outcomes in the cognitive domain. Examples of learning objectives at this level include knowing and recalling: Basic concepts and principles; Common terms and definitions; Specific compliance requirements and facts Processes, procedures and methods of assessment;

3.3.1 Knowledge

3.3.2 Comprehension Comprehension is defined as the ability to grasp the meaning of material. This may be shown by translating material from one form to another (words to numbers), by interpreting material (explaining or summarizing), and by estimating future trends (predicting consequences or effects). These learning outcomes go one step beyond the simple remembering of material, and represent the lowest level of understanding. Examples of learning objectives at this level include: Understanding facts and principles; Interpreting verbal material, charts and graphs; Translating verbal material presented in the course of study and/or required or recommended study literature Estimating the future consequences implied in data; Justifying processes, procedures and methods of assessment.

3.4

Summative Assessment
Summative assessment is provided at the end of the learning cycle or experience that provides a measure of how well the student has performed against the standards of the intended learning outcome. Summative assessment is used to grade the participant s/student s learning.

3.5

Instructional Methods
The Accredited Training Organization is required to teach this course using a variety of instructional including lecture, class discussions, small group work, project creation, simulation exercises and electronic discussion (email and website chat room). Page 9 of 19

ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

3.6

Eligibility Requirements
It is preferred that candidates that sit this exam should have attended an ISO/IEC 20000 Foundation training course provided by a GCI Accredited Training Organisation of a minimum of 18 hours training based on this syllabus. However, candidates that have completed sufficient self-paced study of the standard that enables them to complete and pass the sample examination provided by GCI are also eligible to sit this examination.

3.6.1 Training/Study Requirements

3.6.2 Pre-requisite/Co-requisite Requirements There are no prerequisite or co-requisite qualifications and/or experience required to be eligible to take this exam.

3.7

Examination Format
The duration of this examination is 1 hour or 60 minutes.

3.7.1 Duration

3.7.2 Type The examination is closed book and consists of 40 multiple choice questions. 3.7.3 Pass Mark Candidates are required to answer 26 or 65% of the question correctly to pass this exam. 3.7.4 Supervision This examination must be supervised by a supervisor that has been approved by GCI. It is permissible for the Accredited Trainer delivering the training course to supervise the exam, provided they do not provide candidates with assistance and/or instruction relating to the questions contained within this exam. 3.7.5 Delivery This delivery of this examination is available as: Secure web-based Paper-based

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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

Examination Syllabus
This examination syllabus is based on ISO/IEC 20000 which is the International Standard for Information technology -- Service management which currently consists of the following: Part 1:2005 - Specification Part 2:2005 - Code of Practice Part 3:2009 - Guidance on scope definition and applicability of ISO/IEC 20000-1

4.1

Examination Structure
The topics/subjects are based on ISO/IEC 20000, Information technology Service management and will be examined according to the Exam % for each part as specified below:

Part No.
1) 2) 3)

Title
Specification Code of Practice Guidance on scope definition and applicability of ISO/lEC 20000-1

Exam Questions %
60 20 20 24 8 8

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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

4.2

Examination Subjects
The main subject areas for the examination and certification of candidates at the Foundation Level of ISO/IEC 20000 include:

4.2.1 ISO/IEC 20000

Part: 2005 Specification & Part 2: 2005 Code of practice

Subject Subject No. 1) 2) 3) Scope Terms and definitions Requirements for the management system:
3.1) 3.2) 3.3) Management responsibility - 5% Documentation requirements
3.3.1 3.3.2 3.3.3

Exam % 2.5 5 12.5

5%

Competence, awareness and training - 5%

General Professional development Approaches to be considered

4)

Planning and implementing service management:

4.1) Plan service management (Plan) - 5%
4.1.1 4.1.2 4.1.3 4.1.4 Scope of service management Planning approaches Events to be considered Scope and contents of the plan

17.5

4.2) 4.3) 4.4)

Implement service management and provide the services (Do) - 5% Monitoring, measuring and reviewing (Check) 5% Continual improvement (Act) - 5%
4.4.1 4.4.2 Policy Management of improvements (Part 1) & Planning for service improvements (Part 2) Activities Page 12 of 19

4.4.3

ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

Subject Subject No. 5) Planning and implementing new or changed services:

5.1) 5.2) Topics for consideration 5% 5% Service level management

Exam % 7.5

6)

Service delivery process:

6.1) Service level management
6.1.1 6.1.2 6.1.3 6.1.4

12.5
2.5%

Service catalogue Service level agreements (SLAs) Service level management (SLM) process Supporting service agreements

6.2)

Service reporting
6.2.1 6.2.2 6.2.3

2.5%

Policy Purpose and quality checks on service reports Service reports

6.3)

Service continuity and availability

6.3.1 6.3.2 6.3.3 6.3.4

2.5%

General Availability monitoring and activities Service continuity strategy Service continuity planning and testing

6.4) Budgeting and accounting for IT services 2.5%

6.4.1 6.4.2 6.4.3 6.4.4 General Policy Budgeting Accounting

6.5) Capacity Management

2.5%

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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

Subject No. 6)

Subject

Exam %

Service delivery process (Cont d):

6.6) Information security management
6.6.1 6.6.2 6.6.3 6.6.4 6.6.5 6.6.6 6.6.7

2.5%

General Identifying and classifying information assets Security risk assessment practices Risks to information assets Security and availability of information Controls Documents and records

7)

Relationship processes:
7.1 7.2 General
7.2.1 7.2.2 7.2.3

5
2.5%

1%

Business relationship management

Service reviews Service complaints Customer satisfaction measurement

7.3

Supplier management
7.3.1 7.3.2 7.3.3 7.3.4 7.3.5 7.3.6

4%

Introduction Contract management Service definition Managing multiple suppliers Contractual disputes management Contract end

8)

Resolution processes:
8.1 Background
8.1.1 8.1.3

7.5

2%

Setting priorities Workarounds

8.2

Incident management
8.2.1 8.2.3 General Major incidents

3%

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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

Subject Subject No. 8) Resolution processes (Cont d):

8.3 Problem management
8.3.1 8.3.2 8.3.3 8.3.4 8.3.5 8.3.6 8.3.7 8.3.8 8.3.9 8.3.10

Exam %

5%

Scope of problem management Initiation of problem management Known errors Problem resolution Communication Tracking and escalation Incident and problem record closure Problem reviews Topic for reviews Problem prevention

9)

Control processes:
9.1 Configuration management
9.1.1 9.1.2 9.1.3 9.1.4 9.1.4

7.5
5%

Configuration management planning and implementation Configuration identification Configuration control Configuration status accounting and reporting Configuration verification and audit

9.2

Change management
9.2.1 9.2.2 9.2.3 9.2.4

5%

Planning and implementation Closing and reviewing the change request Emergency changes Change management reporting, analysis and actions

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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

Subject Subject No. 10) Release process:

10.1 Release management process
10.1.1 10.1.2 10.1.3 10.1.4 10.1.5 10.1.6 10.1.7 10.1.8 10.1.9

Exam % 2.5
5%

General Release policy Release and roll-out planning Developing or acquiring software Design, build and configure release Release verification and acceptance Documentation Roll-out, distribution and installation Post release and roll-out

4.2.2 Part 3: 2009 Guidance on scope definition and applicability of ISO/lEC 20000-1

Subject Subject No. 1) 2) 3) 4) 5) Scope Normative references Terms and definitions Fulfilling the requirements specified in ISO/IEC 20000-1 Applicability of ISO/IEC 20000-1
5.1 5.2 5.3 Introduction Integrating or aligning with other management systems The extent of technology used to deliver services

Exam % 2.5 0 2.5 2.5 5

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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

Subject Subject No. 6) General principles for an SMS scope

6.1 6.2 6.3 Introduction Integrating or aligning with other management systems The scope of the SMS
6.3.1 6.3.2 Defining the scope Limits to the scope

Exam % 7.5

6.4 6.5

Service contracts between customers and the service providers Scope definition parameters
6.5.1 6.5.2 Permitted types of scope definition parameters Currency of parameters

6.6 6.7

Service contracts between customers and the service providers Scope definition parameters
6.7.1 6.7.2 6.7.3 6.7.4 6.7.5 Reliance on suppliers Supply chains Suppliers, lead suppliers and subcontracted suppliers Demonstrating conformity Maintaining an accurate scope statement

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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

5
5.1

Literature & Study Materials

Text Books
There are no text books, literature and/or study material specifically required for this examination, especially candidates who are undertaking the course of study with a GCI Accredited Training Organisation.

5.1.1 Required:

5.1.2 Recommended: The following text book which includes a copy of this standard are recommended reading for candidates undertaking self-paced study and/or as a reference material after the exam. Title: Publisher: ISBN: Introduction to ISO/IEC 20000 Van Haren Publishing 978-90-8753-081-5

5.2

Standards
There is no requirement for candidates to purchase a copy of this standard for this examination, especially candidates who are undertaking the course of study with a GCI Accredited Training Organisation.

5.2.1 Required:

5.2.2 Recommended: The following parts within this standard are recommended reading for candidates undertaking self-paced study and/or as a reference material after the exam. Standard: Title: Publisher: Standard: Title: Publisher: Standard: Title: Publisher: ISO/IEC 20000-1:2005 Information technology - Service management ISO ISO/IEC 20000-2:2005 Information technology - Service management Practice ISO ISO/IEC 20000-3:2009 (Technical Report) Information technology - Service management - Part 3: Guidance on scope definition and applicability of ISO/lEC 20000-1 ISO Part: 2 Code of Part: 1 Specification

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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

Complimentary Standards & Supporting Frameworks

The following ISO standards are relevant background, foundation and complimentary to ISO/lEC 20000 approaches: ISO 9001 - Quality Management, which includes the Management System and Plan-Do-Check-Act cycle ISO/lEC 27000 - Information Security Management

ISO/lEC 20000 exists in an environment of support and crossover with many other best practice, frameworks, methods and standards. Knowledge of the relationship to these will help candidates in their understanding of the ISO/lEC 20000 standard: ITIL 1 framework that may be used as additional guidance for developing and implementing ITSM processes. COBIT2 approach to IT Governance and IT auditing

Contact Us
If you require further information regarding this examination and qualification, please contact the Client Services: Telephone: Email: Postal Address: +61 3 9873 3999 clientservices@gciexams.com P. O. Box 110, NUNAWADING VIC 3131 AUSTRALIA

COBIT (2005) COBIT Framework, Control Objectives for Information and Related Technology, Information Systems Audit and Control Association (ISACA) and the IT Governance Institute (ITGI), Rolling Meadows, Illinois. 2 ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office.

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