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ISO/IEC 20000 Primer

Overview

International Standard Organization (ISO) and International Electrotechnical Commission (IEC) - ISO/IEC 20000 is an international standard for IT Service Management.  ISO 20000 represents a vendor neutral specification for service management.  This means that an organization does not have to align to pure ITIL, MOF, or a proprietary framework.  For example the specification states that "incidents must be recorded" and not that it must follow the ITIL® Incident Management process workflow.

Specifications

  • ISO/IEC 20000-1:2011 Service management system requirements
  • ISO/IEC 20000-2:2012 Guidance on the application of service management systems
  • ISO/IEC 20000-3:2009 Guidance on scope definition and applicability of ISO/IEC 20000-1
  • ISO/IEC 20000-4:2010 Process reference model
  • ISO/IEC 20000-5:2010 Exemplar implementation plan for ISO/IEC 20000-1
  • ISO/IEC 20000-7: Application of ISO/IEC 20000-1 to the cloud
  • ISO/IEC 20000-10: Concepts and terminology for ISO/IEC 20000-1
  • ISO/IEC 20000-11: Guidance on the relationship between ISO/IEC 20000-1 and related frameworks

Click for Certification Scheme Blueprint

Certification Courses

Category

Course

IT Auditing Track

Internal Auditor in ITSM

IT Management Track

Consultant Manager in ITSM

Associate

Professional

Management and Improvement of ITSM Processes

Support of IT Services

Alignment of IT and the Business

Control of IT Services

Delivery of IT Services

Foundation

Foundation

Foundation Bridge

Consultant Manager Certification Fast Track

ISO 20000 Consultant Manager in ITSM Certificate**  (ISO 20000 Associate)

   **The Consultant Manager in ITSM course is not required

   Contact us for details

Student must have ITIL® Expert Certificate

Consultant Manager Track

Consultant Manager in ITSM

Management and Improvement of ITSM Processes

Support of IT Services

Alignment of IT and the Business

Control of IT Services

Delivery of IT Services

Foundation or Foundation Bridge

Auditor Track

Internal Auditor in ITSM

Management and Improvement of ITSM Processes

Support of IT Services

Alignment of IT and the Business

Control of IT Services

Delivery of IT Services

Foundation or Foundation Bridge

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