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.

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.

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 Management and Improvement of ITSM processes 
  (Professional Level)
• ISO/IEC 20000 Support of IT Services (Professional Level)

Currently the other exams are being developed.

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).

Target group
The qualification program is designed for a wide variety of IT professionals, at all levels, who are involved in the quality improvement of IT Services and IT Service Management, such as operational staff, supervisors, (senior) managers, (senior) consultants and auditors. The program is also perfectly suited for IT professionals already experienced in standards and best practices, such as ITIL®, MOF, COBIT, ISO 9000, ISO 27000, CMMI and ASL, and for IT-professionals who want to:

• broaden their knowledge of IT Service Management
• contribute to the quality improvement of IT Services and IT Service Management
• support organizations in the development, implementation and maintenance of an IT Service Management System that meets the ISO/IEC 20000 quality requirements
• become certified as a (senior) manager, (senior) consultant or advisor
• get a (renewed) certification as an internal or external auditor

Side entries
IT professionals who already hold relevant certificates have the option of entering the program at all levels. SQMF gains you exemption at Foundation level, while SQMA provides you with exemption at Professional level. The combination of the ITIL Service Manager certificate and the Professional Certificate in Management and Improvement of ITSM Management processes, automatically entitles Service Management professionals to apply to EXIN for the Service Consultant/Manager certificate. Because of their extensive knowledge of IT Service Management, certified ITIL Service Managers and Practitioners can take the Professional Management and Improvement of ITSM Management processes exam without possessing the otherwise mandatory ISO/IEC 20000 Foundation certificate.

Former SQM exams
With the introduction of the new ISO/IEC 20000 exams, the former SQM exams are discontinued:

• Service Quality Management Foundation, March 1 2008
• Service Quality Management Advanced, July 1 2008