iso_iec 20k - foundation certificate exam syllabus v2_0

8/3/2019 ISO_IEC 20K - Foundation Certificate Exam Syllabus V2_0

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Version 2.0 - 18/5/2010

ISO/IEC 20000Foundation Certificate

Examination Syllabus


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ISO/IEC 20000 Foundation Certificate

Examination Syllabus V2.0

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Document Management & Version Control

Document Details:

Name of Document:ISO/IEC 20000 Foundation Certificate ExaminationSyllabus

Author: Peter Cross

Authorised Officer:Managing Director Service Quality, Assurance &Operations

Description of Content:

The syllabus which defines the examination and

training course requirements for the ISO/IEC 20000Foundation Certificate.

Document Status: Live

Approved by: GCI Management Leadership Team

Date of Approval: 11 February 2010

Assigned review period: 1 year

Date of next review: 11 February 2011

Version Control:

VersionNumber

Version Date Authorised Officer Amendment Details

2.0 17-June-2010 Managing DirectorService Quality,Assurance &Operations

Inclusion of Part 3: 2009 Guidance onscope definition and applicability ofISO/IEC 20000-1.


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Table of Contents

1 Introduction .............................................................................................................. 52 ISO/IEC 20000 Overview ......................................................................................... 5

2.1 Part 1: 2005 Specification ................................................................ .................... 62.2 Part 2: 2005 Code of Practice ................................ ................................ .............. 72.3 Part 3: 2009 Guidance on scope definition and applicability of ISO/lEC 20000-1 7

3 Examination Requirements: ..................................................................................... 83.1 Overview ................................................................................................................. 83.2 Aims & Objectives ................................................................................................... 83.3 Assessment Approach ................................ ............................................................ 9

3.3.1 Knowledge ....................................................................................................... 93.3.2 Comprehension ................................................................................................ 9

3.4 Summative Assessment ......................................................................................... 93.5 Instructional Methods ................................ .............................................................. 93.6 Eligibility Requirements ........................................................................................ 10

3.6.1

Training/Study Requirements ................................................................ ......... 10

3.6.2 Pre-requisite/Co-requisite Requirements ................................ ....................... 103.7 Examination Format ................................ .............................................................. 10

3.7.1 Duration.......................................................................................................... 103.7.2 Type ............................................................................................................... 103.7.3 Pass Mark ...................................................................................................... 103.7.4 Supervision .................................................................................................... 103.7.5 Delivery .......................................................................................................... 10

4 Examination Syllabus ............................................................................................. 114.1 Examination Structure .......................................................................................... 114.2 Examination Subjects ........................................................................................... 12

4.2.1 ISO/IEC 20000 Part 1 Specification & Part 2 Code of practice ................... 124.2.2 Part 3: 2009 Guidance on scope definition and applicability of ISO/lEC20000-1 ...................................................................................................................... 16

5 Literature & Study Materials ................................................................................... 185.1 Text Books ................................................................ ................................ ............ 18

5.1.1 Required:........................................................................................................ 185.1.2 Recommended: .............................................................................................. 18


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5.2 Standards ............................................................................................................. 185.2.1 Required:........................................................................................................ 185.2.2 Recommended: .............................................................................................. 18

6 Complimentary Standards & Supporting Frameworks ............................................ 197 Contact Us ............................................................................................................. 19


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1 Introduction

ISO/IEC 20000 is the International Standard for Information Technology - ServiceManagement (ITSM) which is completely framework independent.

This ISO/IEC 20000 Foundation level examination and associated course of studyis designed for candidates who are seeking personal certification of theirknowledge, understanding and comprehension of the requirements of this standard.

This examination syllabus is also independent of any other syllabus at this level anddoes not require any prior learning and/or previous experience in IT ServiceManagement principles, practices or frameworks.

However, any prior experience in the IT and ITSM industry, and with otherInternational Standards such as ISO 9001 Quality Management, and reading ofthe ISO/IEC 20000 standard will certainly be advantageous.

2 ISO/IEC 20000 Overview

Organizations require increasingly advanced facilities (at minimum cost) to meettheir business needs. With the increasing dependencies in support services and thediverse range of technologies available, service providers can struggle to maintainhigh levels of customer service. Working reactively, they spend too little timeplanning, training, reviewing, investigating, and working with customers. The result

is a failure to adopt structured, proactive working practices. Those same serviceproviders are being asked for improved quality, lower costs, greater flexibility, andfaster response to customers.

In contrast, effective service management delivers high levels of customer serviceand customer satisfaction. It also recognizes that services and service managementare essential to helping organizations generate revenue and be cost-effective.

The ISO/IEC 20000 series enables service providers to understand how to enhancethe quality of service delivered to their customers, both internal and external. Itdraws a distinction between the best practices of processes, which are independent

of organizational form or size and organizational names and structures.

Therefore, the ISO/IEC 20000 series applies to both large and small serviceproviders, and the requirements for best practice service management processesare independent of the service provider's organizational form.

These service management processes deliver the best possible service to meet acustomer's business needs within agreed resource levels, by providing service thatis professional, cost-effective and with risks which are understood and managed.


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More specifically, and as described below ISO/IEC 20000 for InformationTechnology - Service Management (ITSM) defines and promotes the adoption of an

inter-related and integrated process approach to effectively deliver managedservices to meet the business and customer requirements:

2.1 Part 1: 2005 Specification

For an organization to function effectively it has to identify and manage numerouslinked activities. Co-ordinated integration and implementation of the servicemanagement processes provides the ongoing control, greater efficiency andopportunities for continual improvement.

This part of the standard essentially specifies the requirements with whichorganisations are required to adhere and comply if they are seeking external

certification or internal assessment against this standard.

ISO/IEC 20000-1:2005 defines the requirements for a service provider to delivermanaged services.

It may be used:

1. By businesses that are going out to tender for their services;2. To provide a consistent approach by all service providers in a supply chain;3. To benchmark IT service management;4. As the basis for an independent assessment;5. To demonstrate the ability to meet customer requirements;6. To improve services.


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2.2 Part 2: 2005 Code of Practice

The variety of terms used for the same process, and between processes andfunctional groups (and job titles) can make the subject of service managementconfusing to the new manager. Understanding the terminology is a tangible andsignificant benefit from ISO/IEC 20000.

ISO/IEC 20000-2:2005 represents an industry consensus on guidance to auditorsand offers assistance to service providers planning service improvements or to beaudited against ISO/IEC 20000-1.

2.3 Part 3: 2009 Guidance on scope definition and applicability ofISO/lEC 20000-1

Service providers who wish to implement an Service Management System (SMS)that is based on ISO/IEC 20000-1 are required to define the scope of their SMS.

Most service providers are generally dependent on a complex supply chain for thedelivery of the overall service and also provide a range of services to severaldifferent types of customer.

This makes the definition of service management scope, and the agreement of thescope statement, a complex stage in the service provider's adoption of ISO/IEC20000.

Therefore, ISO/IEC TR 20000-3:2009 provides guidance on the applicability ofISO/IEC 20000-1 and provides practical examples of scope statements for theservice provider, irrespective of whether they have experience of documenting ascope statement required by other management system standards.

It can also assist service providers who are considering using ISO/IEC 20000-1 forimplementing a service management system (SMS) and who need specific adviceon whether ISO/IEC 20000-1 is applicable to their circumstances and how to definethe scope of their SMS.

ISO/IEC TR 20000-3:2009 supplements the advice in ISO/IEC 20000-2, which

provides generic guidelines for implementing an SMS in accordance with ISO/IEC20000-1.


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3 Examination Requirements:

3.1 Overview

The ISO/IEC 20000 Foundation Certificate exam is essentially designed toassess/evaluate a candidate s knowledge, understanding and comprehension of theInternational Standard for ISO/IEC 20000 IT Service Management

This examination will focus on the following categories in the cognitive domain ofBloom s Taxonomy:

Knowledge

Comprehension

3.2 Aims & Objectives

The overall aim and primary objectives of this examination are to effectively assessthe participant s knowledge/remembering and comprehension/understanding ofISO/IEC 20000.

The objectives of this examination are the same for all candidates.

These are set out below and describe the examination and training courserequirements for the certification of individuals in ISO/IEC 20000 IT ServiceManagement at the Foundation level.

The objectives of this examination are to ensure that those who attain thisqualification are able to:

Essentially talk the talk by providing a description of the terms anddefinitions used within this standard.

Define the compliance requirements within the standard and any limitationsand constraints from a business and/or legal perspective.

Define the relationship between the processes and the activities within theseprocesses and the resources that are required and need to be managed foran organization to function effectively.

Describe the integrated process approach that is fundamental to the adoptionand implementation of ISO/IEC 20000 to effectively deliver managed ITservices that meet the business and customer requirements.

Explain the different types of conformity assessments and how theseassessments, reviews and internal audits of IT Service Management systemsagainst the requirements of the standard are used.

Describe and list the inputs and outputs within each process and how theactivities within a given process transform these inputs into outputs.


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3.3 Assessment Approach

3.3.1 Knowledge

Knowledge is defined as the remembering of previously learned material. This mayinvolve the recall of a wide range of material, from specific facts to completetheories, but all that is required is the bringing to mind of the appropriateinformation. Knowledge represents the lowest level of learning outcomes in thecognitive domain.

Examples of learning objectives at this level include knowing and recalling:

Basic concepts and principles;

Common terms and definitions;

Specific compliance requirements and facts

Processes, procedures and methods of assessment;

3.3.2 Comprehension

Comprehension is defined as the ability to grasp the meaning of material. This maybe shown by translating material from one form to another (words to numbers), byinterpreting material (explaining or summarizing), and by estimating future trends(predicting consequences or effects). These learning outcomes go one step beyondthe simple remembering of material, and represent the lowest level ofunderstanding.

Examples of learning objectives at this level include:

Understanding facts and principles;

Interpreting verbal material, charts and graphs;

Translating verbal material presented in the course of study and/or requiredor recommended study literature

Estimating the future consequences implied in data;

Justifying processes, procedures and methods of assessment.

3.4 Summative Assessment

Summative assessment is provided at the end of the learning cycle or experiencethat provides a measure of how well the student has performed against thestandards of the intended learning outcome.

Summative assessment is used to grade the participant s/student s learning.

3.5 Instructional Methods

The Accredited Training Organization is required to teach this course using a varietyof instructional including lecture, class discussions, small group work, projectcreation, simulation exercises and electronic discussion (email and website chatroom).


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3.6 Eligibility Requirements

3.6.1 Training/Study Requirements

It is preferred that candidates that sit this exam should have attended an ISO/IEC20000 Foundation training course provided by a GCI Accredited TrainingOrganisation of a minimum of 18 hours training based on this syllabus.

However, candidates that have completed sufficient self-paced study of thestandard that enables them to complete and pass the sample examination providedby GCI are also eligible to sit this examination.

3.6.2 Pre-requisite/Co-requisite Requirements

There are no prerequisite or co-requisite qualifications and/or experience requiredto be eligible to take this exam.

3.7 Examination Format

3.7.1 Duration

The duration of this examination is 1 hour or 60 minutes.

3.7.2 Type

The examination is closed book and consists of 40 multiple choice questions.

3.7.3 Pass Mark

Candidates are required to answer 26 or 65% of the question correctly to pass thisexam.

3.7.4 Supervision

This examination must be supervised by a supervisor that has been approved byGCI. It is permissible for the Accredited Trainer delivering the training course tosupervise the exam, provided they do not provide candidates with assistance and/orinstruction relating to the questions contained within this exam.

3.7.5 Delivery

This delivery of this examination is available as:

Secure web-based

Paper-based


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4 Examination Syllabus

This examination syllabus is based on ISO/IEC 20000 which is the InternationalStandard for Information technology -- Service management which currentlyconsists of the following:

Part 1:2005 - Specification

Part 2:2005 - Code of Practice

Part 3:2009 - Guidance on scope definition and applicability of ISO/IEC20000-1

4.1 Examination Structure

The topics/subjects are based on ISO/IEC 20000, Information technology Servicemanagement and will be examined according to the Exam % for each part asspecified below:

PartNo.

Title Exam%

Questions

1) Specification 60 24

2) Code of Practice 20 8

3) Guidance on scope definition and applicability ofISO/lEC 20000-1

20 8


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4.2 Examination Subjects

The main subject areas for the examination and certification of candidates at theFoundation Level of ISO/IEC 20000 include:

4.2.1 ISO/IEC 20000 Part: 2005 Specification & Part 2: 2005 Code of practice

Subject

No.

Subject Exam%

1) Scope 2.5

2) Terms and definitions 5

3) Requirements for the management system: 12.5

3.1) Management responsibility - 5%

3.2) Documentation requirements 5%

3.3) Competence, awareness and training - 5%

3.3.1 General

3.3.2 Professional development

3.3.3 Approaches to be considered

4) Planning and implementing servicemanagement:

17.5

4.1) Plan service management (Plan) - 5%

4.1.1 Scope of service management

4.1.2 Planning approaches

4.1.3 Events to be considered

4.1.4 Scope and contents of the plan

4.2) Implement service management and providethe services (Do) - 5%

4.3) Monitoring, measuring and reviewing (Check) -5%

4.4) Continual improvement (Act) - 5%

4.4.1 Policy

4.4.2 Management of improvements (Part 1) &

Planning for service improvements (Part2)

4.4.3 Activities


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Subject

No.

Subject Exam

%

5) Planning and implementing new or changedservices:

7.5

5.1) Topics for consideration 5%

5.2) Service level management 5%

6) Service delivery process: 12.5

6.1) Service level management 2.5%

6.1.1 Service catalogue

6.1.2 Service level agreements (SLAs)

6.1.3 Service level management (SLM) process

6.1.4 Supporting service agreements

6.2) Service reporting 2.5%

6.2.1 Policy

6.2.2 Purpose and quality checks on servicereports

6.2.3 Service reports6.3) Service continuity and availability 2.5%

6.3.1 General

6.3.2 Availability monitoring and activities

6.3.3 Service continuity strategy

6.3.4 Service continuity planning and testing

6.4) Budgeting and accounting for IT services2.5%

6.4.1 General

6.4.2 Policy

6.4.3 Budgeting

6.4.4 Accounting

6.5) Capacity Management 2.5%


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Subject

No.

Subject Exam

%

6) Service delivery process (Contd):

6.6) Information security management 2.5%

6.6.1 General

6.6.2 Identifying and classifying informationassets

6.6.3 Security risk assessment practices

6.6.4 Risks to information assets

6.6.5 Security and availability of information

6.6.6 Controls

6.6.7 Documents and records

7) Relationship processes: 5

7.1 General 1%

7.2 Business relationship management 2.5%

7.2.1 Service reviews

7.2.2 Service complaints

7.2.3 Customer satisfaction measurement

7.3 Supplier management 4%

7.3.1 Introduction

7.3.2 Contract management

7.3.3 Service definition

7.3.4 Managing multiple suppliers

7.3.5 Contractual disputes management

7.3.6 Contract end

8) Resolution processes: 7.5

8.1 Background 2%

8.1.1 Setting priorities

8.1.3 Workarounds

8.2 Incident management 3%

8.2.1 General

8.2.3 Major incidents


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Subject

No.

Subject Exam

%

8) Resolution processes (Contd):

8.3 Problem management 5%

8.3.1 Scope of problem management

8.3.2 Initiation of problem management

8.3.3 Known errors

8.3.4 Problem resolution

8.3.5 Communication

8.3.6 Tracking and escalation8.3.7 Incident and problem record closure

8.3.8 Problem reviews

8.3.9 Topic for reviews

8.3.10 Problem prevention

9) Control processes: 7.5

9.1 Configuration management 5%

9.1.1 Configuration management planning and

implementation9.1.2 Configuration identification

9.1.3 Configuration control

9.1.4 Configuration status accounting andreporting

9.1.4 Configuration verification and audit

9.2 Change management 5%

9.2.1 Planning and implementation

9.2.2 Closing and reviewing the change

request9.2.3 Emergency changes

9.2.4 Change management reporting, analysisand actions


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SubjectNo.

Subject Exam%

10) Release process: 2.5

10.1 Release management process 5%

10.1.1 General

10.1.2 Release policy

10.1.3 Release and roll-out planning

10.1.4 Developing or acquiring software

10.1.5 Design, build and configure release

10.1.6 Release verification and acceptance10.1.7 Documentation

10.1.8 Roll-out, distribution and installation

10.1.9 Post release and roll-out

4.2.2 Part 3: 2009 Guidance on scope definition and applicability of ISO/lEC 20000-1

SubjectNo.

Subject Exam%

1) Scope 2.5

2) Normative references 0

3) Terms and definitions 2.5

4) Fulfilling the requirements specified inISO/IEC 20000-1

2.5

5) Applicability of ISO/IEC 20000-1 5

5.1 Introduction

5.2 Integrating or aligning with other managementsystems

5.3 The extent of technology used to deliverservices


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Subject

No.

Subject Exam

%

6) General principles for an SMS scope 7.5

6.1 Introduction

6.2 Integrating or aligning with other managementsystems

6.3 The scope of the SMS

6.3.1 Defining the scope

6.3.2 Limits to the scope

6.4 Service contracts between customers and theservice providers

6.5 Scope definition parameters

6.5.1 Permitted types of scope definitionparameters

6.5.2 Currency of parameters

6.6 Service contracts between customers and theservice providers

6.7 Scope definition parameters6.7.1 Reliance on suppliers

6.7.2 Supply chains

6.7.3 Suppliers, lead suppliers and sub-contracted suppliers

6.7.4 Demonstrating conformity

6.7.5 Maintaining an accurate scope statement


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5 Literature & Study Materials

5.1 Text Books

5.1.1 Required:

There are no text books, literature and/or study material specifically required for thisexamination, especially candidates who are undertaking the course of study with aGCI Accredited Training Organisation.

5.1.2 Recommended:

The following text book which includes a copy of this standard are recommendedreading for candidates undertaking self-paced study and/or as a reference materialafter the exam.

Title: Introduction to ISO/IEC 20000Publisher: Van Haren PublishingISBN: 978-90-8753-081-5

5.2 Standards

5.2.1 Required:

There is no requirement for candidates to purchase a copy of this standard for thisexamination, especially candidates who are undertaking the course of study with aGCI Accredited Training Organisation.

5.2.2 Recommended:

The following parts within this standard are recommended reading for candidatesundertaking self-paced study and/or as a reference material after the exam.

Standard: ISO/IEC 20000-1:2005Title: Information technology - Service management Part: 1 SpecificationPublisher: ISO

Standard: ISO/IEC 20000-2:2005

Title: Information technology - Service management Part: 2 Code of

PracticePublisher: ISO

Standard: ISO/IEC 20000-3:2009 (Technical Report)

Title: Information technology - Service management - Part 3:Guidance on scope definition and applicability of ISO/lEC 20000-1

Publisher: ISO


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6 Complimentary Standards & Supporting Frameworks

The following ISO standards are relevant background, foundation andcomplimentary to ISO/lEC 20000 approaches:

ISO 9001 - Quality Management, which includes the Management Systemand Plan-Do-Check-Act cycle

ISO/lEC 27000 - Information Security Management

ISO/lEC 20000 exists in an environment of support and crossover with many otherbest practice, frameworks, methods and standards. Knowledge of the relationship tothese will help candidates in their understanding of the ISO/lEC 20000 standard:

ITIL 1 framework that may be used as additional guidance for developingand implementing ITSM processes.

COBIT2 approach to IT Governance and IT auditing

7 Contact Us

If you require further information regarding this examination and qualification,please contact the Client Services:

Telephone: +61 3 9873 3999

Email: [email protected]

Postal Address: P. O. Box 110, NUNAWADING VIC 3131 AUSTRALIA

1 COBIT (2005) COBIT Framework, Control Objectives for Information and Related Technology, Information

Systems Audit and Control Association (ISACA) and the IT Governance Institute (ITGI), Rolling Meadows, Illinois.2 ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of GovernmentCommerce, and is registered in the U.S. Patent and Trademark Office.
mailto:[email protected]:[email protected]