ISO 20000 – ITSM Certificate
Exam Code: ISO-ITSM-001
The ISO 20000 standard focuses on the integration and implementation of coordinated service management processes. Its aim is to provide ongoing control, greater efficiency and opportunities for continuing improvement. That means working within your organization to align the staff and procedures of your service desk, service support, service delivery and operations team.
The ISO 20000 IT Service Management standard focuses on the integration and implementation of a coordinated service management process, which provides ongoing control, greater efficiency and opportunities for continual improvement. To achieve this objective, both the staff and procedures in the service desk, service support, service delivery, and operations teams need to be aligned.
The ISO 20000 standard was formerly known as BS 15000 and is aligned with the process approach defined by the IT Infrastructure Library (ITIL)® from the United Kingdom Office of Government Commerce (OGC).
The standard aimed at achieving quality assurance in IT service quality consists of two main parts.
- ISO 20000-1:2005 – a formal specification that defines the requirements for an organization to deliver managed services of an acceptable quality for customers, against which your compliance can be assessed
- ISO 20000-2:2005 – a Code of Practice that describes the best practices for Service Management processes within the scope of ISO 20000-1. The Code of Practice is particularly useful for organizations preparing for an audit against ISO 20000-1 or planning service improvements
e-Competence Framework (e-CF)
The mapping of this certificate against the e-Competence Framework. To know more on e-Competence Framework (e-CF) visit, ECF
