ISO/IEC 20000 - International Standards Organization and International Electro-technical Commitee


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What is ISO/IEC 20000?

ISO/IEC 20000 promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements. For an organization to function effectively it has to identify and manage numerous linked activities. An activity using resources, and managed in order to enable the transformation of inputs into outputs, can be considered as a process. Often the output from one process forms an input to another.

Co-ordinated integration and implementation of the service management processes provides the ongoing control, greater efficiency and opportunities for continual improvement. Performing the activities and processes requires people in the service desk, service support, service delivery and operations teams to be well organized and co-ordinated. Appropriate tools are also required to ensure that the processes are effective and efficient.

It is assumed that the execution of the provisions of this part of ISO/IEC 20000 is entrusted to appropriately qualified and competent people. An International Standard does not purport to include all necessary provisions of a contract. Users of International Standards are responsible for their correct application. Compliance with an International Standard does not of itself confer immunity from legal obligations.

Scope of ISO/IEC 20000

ISO/IEC 20000 defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers. It may be used:

a) by businesses that are going out to tender for their services;
b) by businesses that require a consistent approach by all service providers in a supply chain;
c) by service providers to benchmark their IT service management;
d) as the basis for an independent assessment;
e) by an organization which needs to demonstrate the ability to provide services that meet customer requirements; and
f) by an organization which aims to improve service through the effective application of processes to monitor and improve service quality.

The list of objectives and controls contained in this part of ISO/IEC 20000 are not exhaustive, and an organization may consider that additional objectives and controls are necessary to meet their particular business needs. The nature of the business relationship between the service provider and business will determine how the requirements in this part of ISO/IEC 20000 are implemented in order to meet the overall objective.

As a process based standard, ISO/IEC 20000 is not intended for product assessment. However, organizations developing service management tools, products and systems may use both this part of ISO/IEC 20000 and the code of practice to help them develop tools, products and systems that support best practice service management.

Official reference :- 

One can purchase the official publication from the official site.

None. However fundamental awareness of what is cloud computing will definitely help the delegates learn the concepts better. There is a pre-course reading material for this training.

Exam content
The topics of the Foundation course include:

  • Core concepts of Service Management and quality frameworks
  • The Service Management System (SMS) and the value and application of the PDCA cycle
  • High-level concepts around service design and transition
  • Objectives, activities and quality requirements of the service management process

Exam Details
Number of questions: 40
Pass mark: 65% (26 out of 40)
Open book exam: not allowed
Invigilator / proctor - yes