The examination ISO/IEC 20000 Foundation Bridge is designed to provide knowledge of what an IT service management system is and the minimum requirements that service providers should aspire to within the context of ISO/IEC 20000. Candidates are made aware of the contents of the ISO/IEC 20000 Standard, its practice-oriented implementation in the form of a management system, including the relationship with other relevant standards, and the best practices, methods and frameworks associated therewith.
The target audience includes employees of both internal and external service providers, who play a role or have an interest in ISO/IEC 20000, even if such an organization is not (yet) certified. The ISO/IEC 20000 Foundation Certificate is particularly aimed at this wider audience. In addition, for customers considering requesting their service providers to become ISO/IEC 20000 certified, they can get an insight into what can be expected of their service providers.The ISO/IEC 20000 Foundation Bridge examination is intended for professionals in IT Service Management with solid knowledge and experience within IT Service Management, with a minimum certification level of ITIL® Foundation (V2 and/or V3), who want to focus on or become proficient in IT Service Management according to ISO/IEC 20000.The ISO/IEC 20000 Foundation Certificate is a prerequisite for the other qualifications within the ISO/IEC 20000 qualification program.
The ISO/IEC 20000 Foundation Certificate is part of the ISO/IEC 20000 qualification program, which covers a series of exams that are aligned with the various roles in IT Service Management.
To sit the Foundation Bridge in IT Service Management according to ISO/IEC 20000 examination candidates must hold any ITIL® certificate.
1. Understanding the definitions and principles of service quality management 10% 2. Understanding the position of ISO/IEC 20000 in IT Service Management 40% 3. The quality specifications for IT Service Management 35% 4. The code of practice for IT Service Management 15%
Not applicable
30 minutes
Computer-based or paper-based multiple-choice
Number of questions: 20 Pass mark: 65% (13 out of 20) Open book: no Electronic equipment permitted: no
To prepare for your examination you can download the sample exam on the previous page for free.