ISO/IEC 20000 Foundation Certificate

Examination Syllabus

Version 2.0 - 18/5/2010

Assurance & Operations Amendment Details Inclusion of Part 3: 2009 Guidance on scope definition and applicability of ISO/IEC 20000-1.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2. 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.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. Page 2 of 19 .

.......2 3......................................................................... 6 Code of Practice ....................................................................3 3............................................. 12 4........... 12 ISO/IEC 20000 Part 1 Specification & Part 2 Code of practice ..................... 10 Pre-requisite/Co-requisite Requirements .....................2 2.............. 9 Knowledge ........................2 3.................................................................................... 9 Eligibility Requirements ...................... 8 Overview ..............................................................................................................................................................3.........................0 Table of Contents 1 2 Introduction ..............................5 3..................6............................................................ 9 Comprehension .1 4..............5 4 4........................................................................................................4 3.......................6 Summative Assessment ............ 10 Examination Syllabus ........1 4..........................................7.......1 5......................... 10 Duration.................................. 8 Aims & Objectives...........2 Part 3: 2009 Guidance on scope definition and applicability of ISO/lEC 20000-1 ............................................... 10 3..... 18 Recommended: .................................. 10 Delivery ........................................................................................... 16 5 Literature & Study Materials ................................................................................................. 11 Examination Subjects ..................4 3..........................................................................1.................................................................................................................... 18 Required:................................... 10 Type ... 7 Guidance on scope definition and applicability of ISO/lEC 20000-1 7 Examination Requirements: ...........................7............................. 10 Supervision .......3 Part 1: 2005 Part 2: 2005 Part 3: 2009 Specification ........................1.......................3.....................................1 3......................................................................................................................... 5 ISO/IEC 20000 Overview ........ 11 Examination Structure .2 3............................. 8 Assessment Approach ...............................3 3 3............... 10 Pass Mark .......2..................................................1 3...2 3................. 9 Instructional Methods ....7............................................................................................ 18 5..................................... 10 Training/Study Requirements ......................1 3.2 Examination Format .......................1 2.........1 3.................................................1 Text Books ............ISO/IEC 20000 Foundation Certificate Examination Syllabus V2............................................2........ 18 Page 3 of 19 5........................................................................................6........... 5 2..............................................7 3...............7............................................................................................................ 9 3.......................................................................................7................................................................................................................................................................................................................2 .................................

....................................................... 18 5.......................................................................... 18 Recommended: .................................................2...................2.....................ISO/IEC 20000 Foundation Certificate Examination Syllabus V2..........................................2 Standards ....................1 5......................................................................................................0 5..... 18 Required:...................2 6 7 Complimentary Standards & Supporting Frameworks.......................... 19 Page 4 of 19 ... 19 Contact Us ................................

Therefore. any prior experience in the IT and ITSM industry. 2 ISO/IEC 20000 Overview Organizations require increasingly advanced facilities (at minimum cost) to meet their business needs. It draws a distinction between the best practices of processes. and faster response to customers. greater flexibility. It also recognizes that services and service management are essential to helping organizations generate revenue and be cost-effective. The result is a failure to adopt structured. understanding and comprehension of the requirements of this standard. Working reactively.0 1 Introduction ISO/IEC 20000 is the International Standard for Information Technology . the ISO/IEC 20000 series applies to both large and small service providers. 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. and working with customers. With the increasing dependencies in support services and the diverse range of technologies available.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2. training. which are independent of organizational form or size and organizational names and structures. by providing service that is professional. and the requirements for best practice service management processes are independent of the service provider's organizational form. This ISO/IEC 20000 Foundation level examination and associated course of study is designed for candidates who are seeking personal certification of their knowledge. cost-effective and with risks which are understood and managed. lower costs. investigating. These service management processes deliver the best possible service to meet a customer's business needs within agreed resource levels. However. effective service management delivers high levels of customer service and customer satisfaction. The ISO/IEC 20000 series enables service providers to understand how to enhance the quality of service delivered to their customers. In contrast. and with other International Standards such as ISO 9001 Quality Management. reviewing. service providers can struggle to maintain high levels of customer service. and reading of the ISO/IEC 20000 standard will certainly be advantageous. practices or frameworks. both internal and external. Page 5 of 19 . proactive working practices. they spend too little time planning. Those same service providers are being asked for improved quality.Service Management (ITSM) which is completely framework independent.

Co-ordinated integration and implementation of the service management processes provides the ongoing control.1 Part 1: 2005 Specification For an organization to function effectively it has to identify and manage numerous linked activities. It may be used: 1. 4. To improve services. 3.0 More specifically. By businesses that are going out to tender for their services. ISO/IEC 20000-1:2005 defines the requirements for a service provider to deliver managed services. Page 6 of 19 . To demonstrate the ability to meet customer requirements. As the basis for an independent assessment. To benchmark IT service management. To provide a consistent approach by all service providers in a supply chain. 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.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. 5. 2. greater efficiency and opportunities for continual improvement.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2. and as described below ISO/IEC 20000 for Information Technology . 6.

Page 7 of 19 . Understanding the terminology is a tangible and significant benefit from ISO/IEC 20000. This makes the definition of service management scope. 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. 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. 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.0 2. a complex stage in the service provider's adoption of ISO/IEC 20000. which provides generic guidelines for implementing an SMS in accordance with ISO/IEC 20000-1. 2. 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.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2. Therefore.2 Part 2: 2005 Code of Practice The variety of terms used for the same process.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. and between processes and functional groups (and job titles) can make the subject of service management confusing to the new manager. irrespective of whether they have experience of documenting a scope statement required by other management system standards. and the agreement of the scope statement. ISO/IEC TR 20000-3:2009 supplements the advice in ISO/IEC 20000-2.

The objectives of this examination are the same for all candidates. 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 3.0 3 3. Explain the different types of conformity assessments and how these assessments. Define the compliance requirements within the standard and any limitations and constraints from a business and/or legal perspective. 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. 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.1 Examination Requirements: Overview The ISO/IEC 20000 Foundation Certificate exam is essentially designed to assess/evaluate a candidate s knowledge. 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. Describe and list the inputs and outputs within each process and how the activities within a given process transform these inputs into outputs. 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.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. · · · Page 8 of 19 .ISO/IEC 20000 Foundation Certificate Examination Syllabus V2. reviews and internal audits of IT Service Management systems against the requirements of the standard are used.

small group work. Justifying processes. 3. and by estimating future trends (predicting consequences or effects). project creation. Examples of learning objectives at this level include knowing and recalling: · · · · Basic concepts and principles.2 Comprehension Comprehension is defined as the ability to grasp the meaning of material. 3. simulation exercises and electronic discussion (email and website chat room). procedures and methods of assessment. but all that is required is the bringing to mind of the appropriate information.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2. These learning outcomes go one step beyond the simple remembering of material.5 Instructional Methods The Accredited Training Organization is required to teach this course using a variety of instructional including lecture. Specific compliance requirements and facts Processes. from specific facts to complete theories.3 Assessment Approach Knowledge is defined as the remembering of previously learned material. Summative assessment is used to grade the participant s/student s learning. Common terms and definitions. 3. Interpreting verbal material. Knowledge represents the lowest level of learning outcomes in the cognitive domain. Translating verbal material presented in the course of study and/or required or recommended study literature Estimating the future consequences implied in data. charts and graphs. procedures and methods of assessment. by interpreting material (explaining or summarizing).0 3.1 Knowledge 3. class discussions.3. This may be shown by translating material from one form to another (words to numbers).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. This may involve the recall of a wide range of material. and represent the lowest level of understanding. Examples of learning objectives at this level include: · · · · · Understanding facts and principles. Page 9 of 19 .

3 Pass Mark Candidates are required to answer 26 or 65% of the question correctly to pass this exam. 3.1 Duration 3.6.7.6 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.2 Type The examination is closed book and consists of 40 multiple choice questions.6. 3.4 Supervision This examination must be supervised by a supervisor that has been approved by GCI.0 3. provided they do not provide candidates with assistance and/or instruction relating to the questions contained within this exam.7. It is permissible for the Accredited Trainer delivering the training course to supervise the exam.1 Training/Study Requirements 3.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2.7. 3. 3.7 Examination Format The duration of this examination is 1 hour or 60 minutes. 3.5 Delivery This delivery of this examination is available as: · · Secure web-based Paper-based Page 10 of 19 . 3.7.2 Pre-requisite/Co-requisite Requirements There are no prerequisite or co-requisite qualifications and/or experience required to be eligible to take this exam.7. 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.

ISO/IEC 20000 Foundation Certificate Examination Syllabus V2.Guidance on scope definition and applicability of ISO/IEC 20000-1 4. 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 Page 11 of 19 . Information technology Service management and will be examined according to the Exam % for each part as specified below: Part No.Specification Part 2:2005 .1 Examination Structure The topics/subjects are based on ISO/IEC 20000.0 4 Examination Syllabus This examination syllabus is based on ISO/IEC 20000 which is the International Standard for Information technology -.Code of Practice Part 3:2009 .Service management which currently consists of the following: · · · Part 1:2005 .

2) 4.1 ISO/IEC 20000 Part: 2005 Specification & Part 2: 2005 Code of practice Subject Subject No.1) Plan service management (Plan) .3 4.3 Exam % 2.2 4.3.3) 4.2 3.3.1.2.2 Policy Management of improvements (Part 1) & Planning for service improvements (Part 2) Activities Page 12 of 19 4.5% 4.3) Management responsibility .1.3.1.4 Scope of service management Planning approaches Events to be considered Scope and contents of the plan 17.5% Monitoring.5% General Professional development Approaches to be considered 4) Planning and implementing service management: 4.1 4. measuring and reviewing (Check) 5% Continual improvement (Act) .1) 3.3 .1 3.4.4) Implement service management and provide the services (Do) .0 4.5 4.1.1 4.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2.5% Documentation requirements 3.2 Examination Subjects The main subject areas for the examination and certification of candidates at the Foundation Level of ISO/IEC 20000 include: 4. awareness and training .5 5 12.4. 1) 2) 3) Scope Terms and definitions Requirements for the management system: 3.5% 4.4.5 5% Competence.2) 3.

3 6.3.2) Topics for consideration 5% 5% Service level management Exam % 7.1 6.4.4) Budgeting and accounting for IT services 2.1 6.3 2.1) 5.5% Service catalogue Service level agreements (SLAs) Service level management (SLM) process Supporting service agreements 6.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2.3 6.0 Subject Subject No.3.2 6.4.1.2.1.2 6.5) Capacity Management 2.1 6.2.2 6.2.5% General Availability monitoring and activities Service continuity strategy Service continuity planning and testing 6.1.2 6.3.5% 6.1) Service level management 6.3.4 2.4 General Policy Budgeting Accounting 6. 5) Planning and implementing new or changed services: 5.5% Policy Purpose and quality checks on service reports Service reports 6.3) Service continuity and availability 6.4 12.5 2.4.4.2) Service reporting 6.3 6.1 6.5% Page 13 of 19 .1.5 6) Service delivery process: 6.

5% 1% Business relationship management Service reviews Service complaints Customer satisfaction measurement 7.3.3.0 Subject No.3 General Major incidents 3% Page 14 of 19 .2 6. 6) Subject Exam % Service delivery process (Cont d): 6.2.3 6.7 2.6) Information security management 6.1 8.6.1 7.5% 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: 7.3.6 4% Introduction Contract management Service definition Managing multiple suppliers Contractual disputes management Contract end 8) Resolution processes: 8.6.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2.2 Incident management 8.6.1 7.2.2 7.3 7.2.1 8.3 7.6.2.5 6.3 5 2.2 General 7.1 6.3.3 Supplier management 7.1 Background 8.4 7.2.5 7.3.6.3.6 6.6.1.5 2% Setting priorities Workarounds 8.6.2 7.4 6.1.1 7.

2 Change management 9.3.5 5% Configuration management planning and implementation Configuration identification Configuration control Configuration status accounting and reporting Configuration verification and audit 9.3.3.4 7.2 9.1 9.3 9.2.1 Configuration management 9.2 8.3 8.3 9.0 Subject Subject No.8 8.2 9.3.9 8.3.3.4 9.6 8.7 8.4 5% Planning and implementation Closing and reviewing the change request Emergency changes Change management reporting.2.1 9.1.2. 8) Resolution processes (Cont d): 8.1.10 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: 9.2. analysis and actions Page 15 of 19 .4 8.3 Problem management 8.1.3.3.1.1 8.1.5 8.3.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2.3.

1.5 2.1 10. 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 5.1.2 5.9 Exam % 2.1.1.5 0 2. build and configure release Release verification and acceptance Documentation Roll-out.2 Part 3: 2009 Guidance on scope definition and applicability of ISO/lEC 20000-1 Subject Subject No.5 5% General Release policy Release and roll-out planning Developing or acquiring software Design.5 10.8 10.1. 10) Release process: 10.2 10. distribution and installation Post release and roll-out 4.6 10.1.0 Subject Subject No.5 5 Page 16 of 19 .1 5.3 10.1 Release management process 10.7 10.4 10.1.2.1.3 Introduction Integrating or aligning with other management systems The extent of technology used to deliver services Exam % 2.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2.1.

2 Defining the scope Limits to the scope Exam % 7.7.4 6.1 6.3 6.2 6.7.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2.6 6.1 6.0 Subject Subject No.7 Service contracts between customers and the service providers Scope definition parameters 6.1 6. lead suppliers and subcontracted suppliers Demonstrating conformity Maintaining an accurate scope statement Page 17 of 19 .3.7.5 Service contracts between customers and the service providers Scope definition parameters 6.2 6.5.5 6.7.5.3. 6) General principles for an SMS scope 6.7.3 Introduction Integrating or aligning with other management systems The scope of the SMS 6.1 6.4 6.2 Permitted types of scope definition parameters Currency of parameters 6.5 Reliance on suppliers Supply chains Suppliers.

Service management ISO ISO/IEC 20000-2:2005 Information technology .Service management Practice ISO ISO/IEC 20000-3:2009 (Technical Report) Information technology . 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.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. especially candidates who are undertaking the course of study with a GCI Accredited Training Organisation.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2.Service management .2.1 Required: 5.1. especially candidates who are undertaking the course of study with a GCI Accredited Training Organisation.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.1 Literature & Study Materials Text Books There are no text books. Standard: Title: Publisher: Standard: Title: Publisher: Standard: Title: Publisher: ISO/IEC 20000-1:2005 Information technology .1 Required: 5.1. literature and/or study material specifically required for this examination.0 5 5.2. 5.Part 3: Guidance on scope definition and applicability of ISO/lEC 20000-1 ISO Part: 2 Code of Part: 1 Specification Page 18 of 19 . 5.

please contact the Client Services: Telephone: Email: Postal Address: +61 3 9873 3999 clientservices@gciexams. Patent and Trademark Office. Control Objectives for Information and Related Technology.0 6 Complimentary Standards & Supporting Frameworks The following ISO standards are relevant background. COBIT®2 approach to IT Governance and IT auditing 7 Contact Us If you require further information regarding this examination and qualification.ISO/IEC 20000 Foundation Certificate Examination Syllabus V2. Information Systems Audit and Control Association (ISACA) and the IT Governance Institute (ITGI). O. which includes the Management System and Plan-Do-Check-Act cycle ISO/lEC 27000 . frameworks.S. Illinois.Information Security Management ISO/lEC 20000 exists in an environment of support and crossover with many other best practice. Page 19 of 19 . NUNAWADING VIC 3131 AUSTRALIA 1 COBIT® (2005) COBIT Framework.com P. Rolling Meadows. foundation and complimentary to ISO/lEC 20000 approaches: · · ISO 9001 . 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. and is registered in the U. Box 110. 2 ITIL ® is a Registered Trade Mark. and a Registered Community Trade Mark of the Office of Government Commerce. methods and standards.Quality Management.

Sign up to vote on this title
UsefulNot useful