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Foundation Certificate in ISO/IEC 20000: IT Service Management  Foundation

The Foundation Certificate in ISO20K covers the knowledge required to gain an understanding of the content and requirements of the international standard, ISO/IEC 20000: IT Service Management.
  • Overview

    What are the learning outcomes?

    Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

    • Describe the scope, intent and use of the ISO/IEC 20000 series, specifically Parts 1, 2, 3 and 5.
    • The key terms and definitions
    • Explain their understanding of the integrated approach to establishing and maintaining a service management systems (SMS) and processes that conform with ISO/IEC 20000-1 (Part 1) certification.
    • Describe the application of ISO/IEC 20000 and scope definition parameters for achieving certification.
    • Understand and describe the requirements of the SMS and the approach to a continual improvement cycle, (Plan- Do- Check- Act methodology)
    • Understand and describe the intent and requirements of each clause of the ISO/IEC 20000 -1 (Part 1) requirements standard.
    • Recognise and describe the need to:
      • plan and implement IT service management processes;
      • report on the services and major metrics of the service management processes;
      • schedule and conduct regular reviews, assessments and audits;
      • plan for continual service improvement
    • Plan and prepare for an ISO/IEC 2000-1 (Part 1) audit.
    • Explain the purpose of assessments, reviews, internal and external audits of an SMS and how they are used.
    • Understand accreditation and certification schemes for ISO/IEC 2000-1 (Part 1);
    • Explain the relationship with linked ISO standards and ITIL®1 best practices.

    For further information please read the syllabus

    Who is it aimed at?

    The certificate is aimed at staff in internal and external service provider organisations who require knowledge and understanding of the ISO/IEC 20000 standard and its content. It will provide:

    • Service owners, process owners and other service management staff with an awareness of and familiarity with the ISO/IEC 20000 standard
    • Individuals with the necessary knowledge to assess the relevance and importance of the ISO/IEC 20000 standard to the service management activities within their own organisation
    • Managers and team leaders with a knowledge of a typical ISO/IEC 20000 IT service management system
    • Internal auditors, process owners, process reviewers and assessors with a good knowledge of the ISO/IEC 20000 standard, its contents and justification of the need for internal reviews, assessments and audits
    • Evidence that delegates have achieved a foundation level of knowledge of the ISO/IEC 20000 standard

    The certificate does not provide the advanced level of knowledge for external auditors, consultants or those responsible for managing implementation of the standard in a service provider organisation. Auditors, consultants and implementers may want to consider instead the itSMF Consultant or Auditor courses which provide more detail on the use of the standard.

    Entry Requirements:

    To be entered for the ISO/IEC 20000 examination candidates must demonstrate at least two year's IT service management experience or hold the IT Service Management Foundation certificate.

  • Book Exam

    This section contains information and documents that will help you take this examination.


    Structure of the Exam

    • The examination consists of a one hour exam with 40 multiple choice questions.
    • It will be a 'closed book' examination i.e. no notes or books will be allowed into the examination room.
    • The pass mark is 65% (26 out of 40).
    • Accredited Training
      If your business language and mother tongue is not English then you are entitled to an additional 15 minutes. Please contact your Training Provider to request the additional time. You are allowed the use of a paper dictionary.
    • Attending Public Examination only
      If your business language and mother tongue is not English then you are entitled to an additional 15 minutes. Please contact your Training Provider to request the additional time. You are allowed the use of a paper dictionary. Candidates taking the examination only must complete the Extra Time Request form available to download from the website and send it to BCS a minimum of three weeks before the exam date.

    Exam Options, Dates & Locations

    There are two exam options for this certification:

    • Accredited Training Provider (course & exam)
    • Public Examinations (exam only)

    Accredited Training Provider
    It is strongly recommended that candidates take an accredited training course prior to taking the exam. Statistics show that overall pass rates are higher for candidates who have attended an accredited training course. If you attend an accredited training course, details of the exam can be obtained from your Training Provider.

    Public Examinations

    Time: 10.00am - 11.00am (1 hour)
    Venue: BCS, The Davidson Building, 5 Southampton Street, London, WC2E 7HA

    • Tuesday 6 May 2014
    • Tuesday 5 August 2014
    • Tuesday 4 November 2014

    Public examinations must be booked and paid for a minimum of three weeks prior to the examination date (subject to availability). If you are applying directly, you should register and pay online using our Online Registration Facility.


    Exam Fees

    Public Examinations cost £145 (exc VAT).

    If you are booking via an Accredited Training Provider then you can obtain information on fees and charges by contacting them directly.


    Register for the Exam

    Training Provider
    If you are taking training through an accredited training provider, you will obtain and submit your registration form through them.

    Public Examinations
    You will need to download and complete the Registration Form and return this along with your payment method for the appropriate fee a minimum of three weeks prior to exam date. The preferred exam date should be noted at the top of the form, although this will be subject to availability.

    Payment methods:
    a) Cheque (made payable to BCS)
    b) Visa/Access/MasterCard
    c) Invoice (this must be paid a minimum of three weeks prior to the exam date)

    Please note that an additional fee is chargeable for late cancellations

    Extra time can be requested for candidates with a disability. Please refer to the reasonable adjustments policy for detailed information on how and when to apply.

    Extra time can be awarded for candidates who sit the exam in a language which is not their mother tongue and where the language of the exam is not their primary business language. Please refer to the reasonable adjustments policy for detailed information.

  • Training Providers

    Further information about the Foundation Certificate in ISO/IEC 20000: IT Service Management can be obtained from our Accredited Training Providers.