On April 3 2008, EXIN USA launched the new ISO/IEC 20000 IT Service Management Qualification Program. ISO/IEC 20000 is the independent Standard for Quality in IT Service Management. During the event in Washington, EXIN USA presented the new Foundation exam as well as the first two Professional exams. EXIN and TÜV SÜD Akademie are jointly developing the new multi-level qualification program for a broad target group, ranging from IT professionals to senior consultants and auditors.
Foundation examA group of IT experts, training providers and other representatives of IT companies visited the launch of the new qualification program IT Service Management according to ISO/IEC 20000. During the event the content and full exam requirements of the new ISO/IEC 20000 Foundation exam were presented. In addition, participants of this launch had the opportunity to actually take the pilot EXIN exam leading towards an official certificate.
Professional examsAs part of the launch, EXIN USA organized another pilot exam session to introduce two new Professional certifications for ISO/IEC 20000: Support of IT Services, according to ISO/IEC 20000, as well as Management and Improvement of ITSM Processes, according to ISO/IEC 20000. At the end of the workshop the participants evaluated the exams and provided us with valuable feedback which helps us to improve upon this new examination.
People are the key‘People are the key’ was one of the core messages in the presentations during the launch. The ISO/IEC 20000 standard assumes trained and certified staff, as a necessary condition for any successful attempt to implement a quality system that matches the international accepted requirements for IT Service Management. The new qualification program is based on the fact that it will be indeed professionals at all levels in the organization that ultimately make a quality approach work. It is people who determine the success or the failure of the program aimed at implementing a quality system complying with the ISO/IEC 20000 standards' requirements.
Quality approachAll participants took the new exams during the launch session and all of them passed. They expressed great appreciation with respect to the quality of the ISO/IEC Foundation exam: the level of difficulty has been correctly aimed at the target group. Also the alignment of e.g. the sample exam paper with the exam requirements is appreciated as excellent. The day concluded with the great compliment that the quality approach that EXIN and TÜV SÜD Akademie have applied in creating the new qualification program ISO/IEC 20000, is a true demonstration of a practice oriented Quality Approach for organizations.
Role based During the launch the audience expressed that the role based approach, e.g. recognizing competencies at different levels, is a strong characteristic of the new program. The requirements for each of the certifications are based on the competencies needed for key activities in roles. Since the guidance of the standard is focused on the essential principles in IT Service Management and Quality Management, and the emphasis is on the actual daily practice, trainers feel that this program can really contribute to enhancing the students’ professionalism. Other key features, such as the flexibility of the program and the acknowledgement of relevant skills and knowledge acquired in other programs, were also well received by the launch participants.
Framework neutralityAn interesting discussion started when some delegates openly questioned the benefits of yet another qualification program in the IT Service Management arena. So much became clear, that the new qualification program offers a framework neutral compass of essential IT Service Management principles to navigate through the existing ITSM frameworks and to combine them where necessary. In this way, it differs from the certification programs based on specific frameworks or methods.Some quotes from our participants:"This was an outstanding event. I was very impressed with the amount of pertinent information packed into such a short timeframe. It far exceeded my expectations and I would not hesitate to attend similar events in the future. Well worth the trip! " Susan Davidson, Dream Catchers, Inc.
"EXIN Does it again! With incredible focus and detail to continuously improving the quality of exams for the IT Service Management profession! This is evident in the excellent job they have done in working with IT Service Management experts in designing their ISO/IEC 20000 IT Service Management certification product offering. Keep up the great work!" Alex Hernandez, Plexent.
"With EXIN's introduction of an ISO/IEC 20000 qualification scheme it is filling a void allowing companies and organizations to benefit from an untapped resource; the ISO/IEC 20000 standard, which defines a shortcut to operational excellence from a people process, and tool perspective that is framework independent. EXIN is working with its ATOs to do it right, thank you for letting us participate and contribute." Mart Rovers, Interprom USA. "In an industry that has been plagued of late with ambiguity and knee jerk changes, EXIN continues to distinguish itself by steadfast forward progress, concerted efforts to ensure the quality of its exams before release and an unwavering investment to align itself with both the training industry and those seeking certification. After my 8 years involve with ITIL, PMP, MOF and ISO certifications, EXIN is the only certification examination organization that has ever once asked for my prespective on the exams, showed the least concern for the professional community we both serve and maintained a unswerving commitment to the integrity of the ceritifications they administer.''Steve Janssen, ITIL® Service Manager, Practitioner, PMP, Six Sigma ISO 20000 Consultant, Plexent.
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