ISO/IEC 20000 is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service management.

The standard allows IT service provider organizations to achieve conformance to a service management system which requires them to continually improve their delivery of IT services. ISO/IEC 20000 was first released in 2005 and is now at the second edition. It aligns to the IT infrastructure library (ITIL®) best practice framework.

The adoption of ISO 20000 has grown rapidly in the international arena for both internal and external IT service providers and it has become a competitive differentiator for delivery of IT services.

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ISO 20000 Foundation Training's Information

The Foundation is the entry level of the ISO/IEC 20000 examinations.

The purpose of the Foundation level is to confirm that the candidate has good/basic knowledge of the contents and requirements of the ISO/IEC 20000 standard and understands how the standard operates in a typical IT service provider organization.

The Foundation meets the pre-requisite for entry to the Practitioner certification.

  • To understand the implementation of an IT Service Management System in accordance with ISO 20000
  • To understand the relationship between the IT Service Management System, including the management processes and
  • compliance with the requirements of different stakeholders of the organization
  • To know the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL
  • To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an IT Service Management System
  • To acquire the necessary expertise to contribute in implementing an IT Service Management System (SMS) as specified in ISO 20000
  • Members of an IT Service team
  • IT Professionals wanting to gain a comprehensive knowledge of the main processes of a Service Management System (SMS)
  • Staff involved in the implementation of the ISO 20000 standard
  • Technicians involved in operations related to an SMS
  • Auditors


Number of Questions – 40 Multiple Choice Questions, carrying 1 mark each
Duration – 1 hour
Open book exam – No
Use of electronic devices permitted during the exam – No
Pass mark – 65% (26 out of 40)

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What is ISO/IEC 20000?

ISO/IEC 20000 is the international standard for IT service management and allows organizations to prove best practice in their IT management.

ISO/IEC 20000 was released in 2005 based on the ITIL® best practice framework and updated in 2011. Worldwide, the adoption of ISO/IEC20000 has grown rapidly and it has become a competitive differentiator for delivery of IT services.

ISO/IEC 20000 can be used:

  • 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

Are there any prerequisites for the ISO/IEC 20000 examinations?

The Foundation is the first of the ISO/IEC 20000 examinations you are required to pass to become an ISO/IEC 20000 Practitioner. Though not a mandatory requirement, passing the Foundation examination prior to taking the ISO/IEC 20000

How long are the ISO/IEC 20000 certifications valid for?

The qualifications currently do not have a defined validity period so it is valid for lifelong

Who is certification authority or certification body or exam body?

EXIN is certification examination body. This is globally reputed certification authority.