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ISO 20000® Foundation Bridge Certification

"ISO/IEC 20000" is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT Service Management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. ISO/IEC 20000 was released in 2005 based on the IT infrastructure library (ITIL®) best practice framework, and updated in 2011. The adoption of ISO/IEC 20000 has grown quite rapidly in the international arena of IT service providers and it has become a competitive differentiator for delivery of IT services.

Target Group of the Qualification

The target audience includes both internal and external service providers, who play a role or have an interest in ISO/IEC 20000, even if such an organization is not (yet) certified. The ISO/IEC 20000 Foundation Certificate is particularly aimed at this wider audience. In addition, for customers considering requesting their service providers to become ISO/IEC 20000 certified, they can get an insight into what can be expected of their service providers. The ISO/IEC 20000 Foundation Bridge examination is intended for professionals in IT Service Management with solid knowledge and experience within IT Service Management, with a minimum certification level of ITIL® Foundation (V2 and/or V3 or above versions), who want to focus on or become proficient in IT Service Management according to ISO/IEC 20000. The ISO/IEC 20000 Foundation Certificate is a prerequisite for the other qualifications within the qualification scheme.

ISO/IEC 20000 Qualification Program Structure

The ISO/IEC 20000 Foundation Certificate is part of the ISO/IEC 20000 qualification program for personnel which cover a series of exams that are aligned with the various roles in IT Service Management.

Adopting ISO20000 can offer users a huge range of benefits that include

  • Improved IT services
  • Reduced costs
  • Improved customer satisfaction through a more professional approach to service delivery
  • Improved productivity
  • Improved use of skills and experience
  • Improved delivery of third party service.

ISO 20000 Foundation Level Course Outline

1. Understanding the definitions and principles of service quality management (10%)
1.1 The candidate understands quality (5%)
  • The candidate can:
    • 1.1.1 explain what quality is and why it is important
    • 1.1.2 describe the components of quality
    • 1.1.3 describe what a quality management system is
1.2 The candidate understands continual improvement (5%)
  • The candidate can:
    • 1.2.1 identify the principles of the PDCA Cycle
    • 1.2.2 describe how maturity models work
    • 1.2.3 explain the nature of capability assessments and the relationship with maturity models
2.Understanding the position of ISO/IEC 20000 in IT Service Management (40%)
2.1 The candidate understands the landscape of standards and frameworks (20%)
  • 2.1 The candidate can:
    • 2.1.1 identify the purpose and stakeholder of CMMI®, CobiTTM, ISO 9000, ISO 15504, ISO/IEC 27001, ITIL®, MOF, Six Sigma®
    • 2.1.2 describe the relation to company specific standards
2.2 candidate understands the concepts of certification practices (10%)
  • The candidate can:
    • 2.2.1 describe the use of applicability and scoping
    • 2.2.2 explain the benefits of certification
    • 2.2.3 describe the certification process
    • 2.2.4 identify the roles and responsibilities within the certification scheme
2.3 The candidate understands the concept of ISO/IEC 20000 (10%)
  • The candidate can:
    • 2.3.1 describe the history & the owner of ISO/IEC 20000
    • 2.3.2 identify the purpose & benefits of ISO/IEC 20000
    • 2.3.3 explain the difference between ISO/IEC 20000-1 and ISO/IEC 20000-2
    • 2.3.4 describe the grouping of the processes
    • 2.3.5 explain the use of ISO/IEC 20000 within the lifecycle of an IT Service
    • 2.3.6 remember the terms and definitions relating to ISO/IEC 20000
3. The quality specifications for IT Service Management (35%)
3.1 The candidate understands the quality specifications for Management and Improvement of ITSM Processes (15%)
  • The candidate can:
    • 3.1.1 describe the objective of a management system
    • 3.1.2 describe the requirements for management responsibility Specification Sheet IS20kFBR 2010-06-09 - Issue 1.1 page 8
    • 3.1.3 describe the documentation requirements
    • 3.1.4 describe the requirements for competence, awareness and training
    • 3.1.5 describe the objective of planning and implementing Service Management
    • 3.1.6 describe the plan-do-check-act methodology for Service Management processes
    • 3.1.7 describe the key principles of producing and implementing a service management plan
    • 3.1.8 describe the requirements for monitoring, measuring, reviewing and improving the processes
3.2 The candidate understands the quality specifications for Alignment of IT and the Business (10%)
  • The candidate can:
    • 3.2.1 describe the objective and quality requirements of the Service Level Management process
    • 3.2.2 describe the objective and quality requirements of Service Reporting
    • 3.2.3 describe the objective and quality requirements of Budgeting and Accounting for IT services
    • 3.2.4 describe the objective and quality requirements of the Business Relationship Management process
    • 3.2.5 describe the objective and quality requirements of the Supplier Management process
3.3 The candidate understands the quality specifications for Delivery of IT Services (10%)
  • The candidate can:
    • 3.3.1 describe the objective and quality requirements of the Service Continuity and Availability Management processes
    • 3.3.2 describe the objective and quality requirements of the Capacity Management process
    • 3.3.3 describe the objective and quality requirements of the Information Security Management process
4. The code of practice for IT Service Management (15%)
4.1 The candidate understands the best practices for Management and Improvement of ITSM Processes (10%)
  • The candidate can:
    • 4.1.1 describe the best practices for management responsibility
    • 4.1.2 describe the best practices for documentation requirements
    • 4.1.3 describe the best practices for competence, awareness and training
    • 4.1.4 describe the best practices for planning and implementing service management
    • 4.1.5 explain the purpose of Internal and External Audits
    • 4.1.6 describe who should conduct an internal audit and the principle of grading the findings
4.2 The candidate understands the best practices for Delivery of IT Services (5%)
  • The candidate can:
    • 4.2.1 describe the best practices for the Service Continuity and Availability Management process
    • 4.2.2 describe the best practices for the Capacity Management process
    • 4.2.3 describe the best practices for the Information Security Management process

Specification of the exam

Exam name
The exam name is: Foundation Bridge in IT Service Management according to ISO/IEC 20000 examination.

Exam format
Multiple-choice examination consisting of 20 questions. A pass is achieved by answering at least 13 questions correctly. Time: 30 minutes.

Exam prerequisites
To sit the Foundation Bridge in IT Service Management according to ISO/IEC 20000 examination candidates must: - Hold an ITIL® Foundation Certificate.

Exam requirements
1. Understanding the definitions and principles of service quality management
2. Understanding the position of ISO/IEC 20000 in IT Service Management
3. The quality specifications for IT Service Management
4. The code of practice for IT Service Management

Weight (%)
10%
40%
35%
15%

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