About the certification
The IT Service Management Essentials (ISO/IEC 20000) is an entry-level certification intended for professionals seeking to validate their knowledge of service management. The IT Service Management Essentials certification exam is based on ISO/IEC ISO/IEC 20000 Information technology - Service management - Part 1: Service management system requirements standard. The ISO/IEC 20000 specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in the standard include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value.
This exam includes topics such Terms and definitions, context of the organization, service management system, leadership, planning, support of the service management system, operation of the service management system, service portfolio (service delivery, service catalogue management, asset management, configuration management), relationship and agreement (business relationship management, service level management, supplier management), supply and demand (budgeting and accounting for services, demand management, capacity management), service design, build and transition (change management, service design and transition, release and deployment management), resolution and fulfilment (incident management, service request management, problem management), service assurance (service availability management, service continuity management, information security management), performance evaluation and improvement.
The IT Service Management Essentials (ISO/IEC 20000) certification exam is an online, closed-book, and remotely-proctored exam. It includes 40 questions and the passing score is 70%. You will have 60 minutes to complete the exam. Validate your knowledge of service management and advance your career. Register for your online exam now!
Exam details
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Exam code |
ITC-055 |
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Launch date |
August 5, 2020 |
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Exam description |
The IT Service Management Essentials (ISO/IEC 20000) exam tests the candidate knowledge in service management. |
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Current version |
1.0 |
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Exam format |
Multiple choice; computer-based; closed book |
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Number of questions |
40 questions |
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Passing score |
70% (28 out of 40) |
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Exam duration |
60 minutes |
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Level |
Foundation |
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Languages |
English and Brazilian-Portuguese |
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Exam description |
Terms and definitions, context of the organization, service management system, leadership (leadership and commitment, policy, organizational roles, responsibilities and authorities), planning, support of the service management system (resources, competence, awareness, communication, documented information, knowledge), operation of the service management system (operational planning and control), service portfolio (service delivery, plan the services, control of parties involved in the service lifecycle, service catalogue management, asset management, configuration management), relationship and agreement (business relationship management, service level management, supplier management), supply and demand (budgeting and accounting for services, demand management, capacity management), service design, build and transition (change management, service design and transition, release and deployment management), resolution and fulfilment (incident management, service request management, problem management), service assurance (service availability management, service continuity management, information security management), performance evaluation (monitoring, measurement, analysis, and evaluation), intern audit, management review, service reporting) and improvement (nonconformity and corrective action, continual improvement). |
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RECOMMENDED HOURS OF STUDY |
16 hours |
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Bloom's Taxonomy |
Level 1 (Remembering), Level 2 (Understanding) and Level 3 (Applying) |
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Recommended reading |
• ISO/IEC 20000-1:2018(en) 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 |
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Validity period |
Lifetime |
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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