About ISO/IEC 20000 Certification
Overview
ISO/IEC 20000 Training and Certification
Benefits of ISO/IEC 20000 Certification
For Individuals
- Understand the relationship between ISO/IEC 20000 standard and ITSM and use best practices in ITSM to apply appropriate methods within an organization.
- Understand, identify and explain the potential issues regarding applicability, eligibility and scoping to assist in certification readiness assessment and certification audits as well as advising on the implementation of continual improvement processes.
- Produce a gap analysis supported by an improvement and implementation plan.
- Describe the scope, aims and use of the ISO/IEC 20000 specification and code of practice, through an understanding of the roles of the component parts of the standard.
- Recognize the need to plan and implement ITSM processes, report on the IT services and major metrics of the ITSM processes, schedule and conduct regular reviews, assessments and audits and plan for continual service improvement.
For Organizations
- Continual improvement of IT services - inspiring customer confidence.
- Increased rate of change and staff productivity - leading to reduced long-term cost and risk of failure to meet business objectives.
- An accurate assessment of your organization's internal process and activities with which to effectively implement improvements.
- Access to key markets - in which it is mandatory to be ISO/IEC 20000 compliant.
Documentation
Documentation
Success in 1 2 3
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Select your certification
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Choose your learning style
APMG is not a training provider. Please contact accredited training organization's listed on our website for prices and dates. Alternatively, you can self-study for an exam directly through APMG.
Pass the exam & receive a certificate
When you are ready to take your exam, book an online timeslot yourself with APMG, or your training organization may organize this for you. If you pass your exam APMG will issue you with a digital badge for you to share!
ISO/IEC 20000 Certification levels
Ready to start your learning journey?
Choose a Training Organization
APMG accredits Training Organizations (ATOs) to make sure they are delivering our products and certifications to high standards.
Buy a training course and exam through one of our Training Organizations below.
Self-study
Buy your book and exam from APMG
Training organizations for ISO/IEC 20000 Certification
Videos
Videos
Top tips for those migrating to the new version of ISO/IEC 20000 / ISO 20k - Mart Rovers, Interprom
SFIA
This APMG certification has been informally mapped against the SFIA Framework to indicate the skills that are addressed and referenced by the certification. Although it is not yet possible to claim this digital badge, the indicative skills can be used to plan your professional development through assessing the skills you have and the skills you need for the role you want.
knowledge
Foundation
Generic attribute Knowledge up to level 3, Methods and Tools level 3
Same as above plus Organisational Capability Development level 5, Business Process Improvement level 5, Methods and Tools level 4
knowledge
Practitioner
Generic attribute Knowledge up to level 4, Generic attribute Business Skills up to level 4, Methods and Tools up to level 4
Same as above plus Organisational Capability Development level 5, Business Process Improvement level 5
knowledge
Auditor
Generic attribute Knowledge up to level 4, Generic attribute Business Skills up to level 4, Audit up to level 4, Methods and Tools up to level 4
Same as above plus Generic attribute Knowledge level 5, Audit level 5
knowledge
Foundation
Generic attribute Knowledge up to level 3, Methods and Tools level 3
Same as above plus Organisational Capability Development level 5, Business Process Improvement level 5, Methods and Tools level 4
knowledge
Practitioner
Generic attribute Knowledge up to level 4, Generic attribute Business Skills up to level 4, Methods and Tools up to level 4
Same as above plus Organisational Capability Development level 5, Business Process Improvement level 5
knowledge
Auditor
Generic attribute Knowledge up to level 4, Generic attribute Business Skills up to level 4, Audit up to level 4, Methods and Tools up to level 4
Same as above plus Generic attribute Knowledge level 5, Audit level 5
Related products
FAQs
- The structure of the examinations depends on the level of certification.
- Generally, entry-level examinations (Foundation Certifications) have a range of 40 minutes to 60 minutes to complete a multiple-choice exam, which may include 40 to 60 questions.
- Practitioner examinations can range from 90 minutes to 120 minutes with an average of 80 complex multiple-choice questions.
- The required score to pass an examination varies from one certification to another. You can find more information listed on the product page under exam details, to learn more about a particular examination.
If you booked your exam directly with us, you will have 12 months to sit your exam which cannot be extended. If your exam was booked by a Training Organization, then you will need to reach out to them directly to request an extension to your expiry date.
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If this is not available, or your condition was diagnosed a long time ago, then any statement from an employer, line manager or Occupation Health advisor will be sufficient.
If no recommendations regarding the length of time to be added to the exam is evident in the documents supplied, then we apply 25% additional time to the exam.
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You can either contact your Training Organization to purchase a new exam, or you can purchase a new exam directly from our public exams website. For more information, see our more detailed article on resitting an exam.
Using a company device in which you do not have administrative rights and access to download additional software tends to cause issues when sitting your exam via ProctorU, as outlined in the Candidate Guidance Agreement.
If you wish to sit your exam via ProctorU again, you will need to pay a reschedule fee of £32 (which you can do in the Candidate Portal) before you can select a new date and time.
Alternatively, you can reschedule your exam via our AIPP service, where you can take your exam over Zoom without downloading any additional software. Please note there are fewer exam slots available through AIPP.
Full details of our Proctoring options can be found on our Proctoring Page.
If you feel you had issues during your exam, you may submit an appeal to customerservice@apmgroup.co.uk. We will review your appeal and respond. See APMG’s policies for details on the full appeals process.
To appeal your result, email a written request with supporting evidence to customerservice@apmgroup.co.uk. We will review your appeal and respond. See APMG’s policies for details on the full appeals process.
Your results will be processed 6 to 12 hours after your exam. You will receive an email confirming your achievement and inviting you to the Candidate Portal where you can see your official result. From there, you can create your account in Credly.com and access your digital badge and certificate.