About the certification
The ISO/IEC 20000 specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The ISO/IEC 20000 Foundation is a certification intended for IT professionals seeking to validate their knowledge of the ISO/IEC 20000.
This exam covers topics such as terms and definitions, normative references, Context of the organization, Leadership (Leadership andcommitment, policy, organizational roles, responsibilities and authorities), Planning (Actions to address risks and opportunities, service management objectives and planning to achieve them, and plan the service management system), Support of the service management system (Resources, Competence, Awareness, Communication, and Documented information), Operation of the service management system (Operational planning and control, Service portfolio, Relationship and agreement, Supply and demand, Service design, build and transition, Resolution and fulfilment, and Service assurance), Performance evaluation (Monitoring, measurement, analysis, and evaluation, Internal audit, Management review, and Service reporting), and Improvement (Nonconformity and corrective action and Continual improvement).
The ISO 20000 Foundation certification exam is an online, closed-book, and remotely-proctored exam. It includes 40 questions and the passing score is 70%. Candidates will have 60 minutes to complete the exam. Validate your knowledge of the ISO/IEC 20000 and advance your career. Register for your online exam now!
Exam details
|
Exam code |
ITC-133 |
|
Launch date |
November 20, 2024 |
|
Exam description |
The ISO/IEC 20000 exam tests the candidate knowledge of the ISO/IEC 20000. |
|
Current version |
v1 (November 20, 2024) |
|
Exam format |
Multiple choice; computer-based; closed book (online proctored exam) |
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Number of questions |
40 questions |
|
Passing score |
70% (28 out of 40) |
|
Exam duration |
60 minutes |
|
Level |
Foundation |
|
Languages |
English and Portuguese |
|
Exam description |
This exam covers topics such as terms and definitions, normative references, Context of the organization, Leadership (Leadership andcommitment, policy, organizational roles, responsibilities and authorities), Planning (Actions to address risks and opportunities, service management objectives and planning to achieve them, and plan the service management system), Support of the service management system (Resources, Competence, Awareness, Communication, and Documented information), Operation of the service management system (Operational planning and control, Service portfolio, Relationship and agreement, Supply and demand, Service design, build and transition, Resolution and fulfilment, and Service assurance), Performance evaluation (Monitoring, measurement, analysis, and evaluation, Internal audit, Management review, and Service reporting), and Improvement (Nonconformity and corrective action and Continual improvement). |
|
RECOMMENDED HOURS OF STUDY |
32 hours |
|
BLOOM'S TAXONOMY |
Level 1 (Remembering), Level 2 (Understanding) and Level 3 (Applying) |
|
Recommended reading |
• ISO/IEC 20000-1:2018 Information technology - Service management - Part 1: Service management system requirements |
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Prerequisites |
There are no prerequisites for this certification |
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Recommended experience |
Six months of work experience in Service Management |
|
Validity period |
Lifetime |
Exam Content Outline
| Domains | Weight |
|---|---|
|
1. Scope of the ISO/IEC 20000 |
5% |
|
2. Terms and definitions |
15% |
|
3. Context of the organization |
10% |
|
4. Leadership |
10% |
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5. Planning |
15% |
|
6. Support of the service management system |
10% |
|
7. Operation of the service management system |
15% |
|
8. Performance evaluation |
10% |
|
9. Improvement |
10% |
Total | 100% |
How to get certified
Browse our certification programs and choose your certification.
Discover the exam objectives and prepare for your exam.
Register for your online proctored exam.
Take your online proctored exam in the comfort of your home or office.
Congratulations! You are certified!
Frequently Asked Questions
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How much does an ITCERTS certification exam cost?
All exams are available for $150 USD each. Prices may vary slightly by region and currency exchange rates.
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Are there any prerequisites to take the exams?
There are no prerequisites to take the exams. ITCERTS recommends that candidates have at least six months of work experience in the area that the certification exam covers.
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What is the exam retake policy?
If a candidate does not achieve a passing score on the first attempt, there is no waiting period between the first and the second attempt. If a candidate does not achieve a passing score on the second attempt, the candidate must wait at least 7 days before retaking the exam for a third time. A candidate may not take a given exam any more than three times per year (12 months).
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How do I register for an Online Proctored Exam?
Visit the Online Proctored Exam registration page to find complete instructions.
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Are there any mandatory training to take an exam?
Training is recommended as part of your certification preparation, but it is not mandatory.
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Which languages are the exams available in?
Our exams are currently available in English and Portuguese.
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Where can I take the exams?
Exams are delivered online (Online Proctored Exams) and can be taken from anywhere in the world.
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Do the ITCERTS certifications expire?
ITCERTS certifications are considered good-for-life and do not expire.
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How can a potential employer verify my certifications?
Your employer can verify your certification on our certification verification page. Your certification number will be needed in order to process the verification.
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