Achieving ISO/IEC 20000 Practitioner Certification

What is this course about?

The ISO/IEC 20000 Practitioner Certification confirms your knowledge and ability to apply the content of the standard within currently certified organisations or those considering certification. In this course, you learn how to assist and advise organisations on the effective delivery of managed services, produce a gap analysis with an improvement and implementation plan, and create and apply a service management plan.

In this course, you gain the skills to take the two ISO/IEC 20000 Practitioner Certification exams, given on the final day of class.

What background do I need?

The ISO/IEC 20000 Foundation Certificate or the ITIL^® Foundation Certificate is required to attend this course and take the ISO/IEC 20000 Practitioner Certification Exams on the final day.

Who will benefit from this course?

This course is valuable for experienced ITSM practitioners, managers and consultants involved in preparing organisations for ISO/IEC 20000 adoption.

What is ISO/IEC 20000?

ISO/IEC 20000 is an international IT standard based on the IT infrastructure library (ITIL) best practice framework. The adoption of ISO/IEC 20000 has grown rapidly in the international arena of IT service providers and has become a competitive differentiator for delivery of IT services.

The standard consists of two parts: the specification of mandatory requirements (part 1) and the code of practice containing guidance and recommendations (part 2). There is also a part 3, which contains scoping and eligibility guidance to be used when planning implementation of the standard. This course refers to parts 1, 2 and 3, with the emphasis on part 1. Part 1 was revised in 2011 and part 2 will be revised in 2012.

What version of ISO/IEC 20000 is covered on this course?

This course covers version 2011 of the ISO/IEC 20000 standard.

Why should my organisation implement the ISO/IEC 20000 standard?

The ISO/IEC 20000 standard ensures organisations can achieve evidence-based benchmarks to continuously improve their delivery of IT services. ISO/IEC 20000 allows organisations to demonstrate excellence and prove best practices in IT service management. It promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements.

How does ISO/IEC 20000 compare with ITIL?

ITIL is a set of processes and good practices that has been developed by a global network of experts and is owned by the UK Government. ISO/IEC 20000 is developed by national bodies participating in the development of the standard through technical committees. Put simply, ISO/IEC 20000 tells you what to do and ITIL tells you how to do it. ITIL certification is concerned with people, whereas ISO/IEC 20000 certifies companies and ensures they are compliant to the standard.

Are the ISO/IEC 20000 Practitioner Certification exams included in this course?

Yes. You take both ISO/IEC 20000 Practitioner Certification exams on the final day of class.

How long are the ISO/IEC Practitioner Certification exams?

The ISO/IEC Practitioner Qualification is based on two exams. The first is a 25-question, multiple-choice examination, and the second is in written paper format. You are given one hour to complete each exam. You must score 50% or more in each exam, with an overall score of at least 65% across both exams to pass.

If I fail one of the exams, or fail to achieve 65%, do I need to retake both exams?

It is only necessary to retake the exam that you fail. If you pass both exams but do not achieve a 65% average for both exams, you have the option of retaking one or both exams to achieve a 65% average. If you pass one exam and fail one exam, you must retake the exam you failed, even if your average is 65%.

Does the ISO/IEC Practitioner Qualification provide credits toward the ITIL Expert certification?

The ISO/IEC 20000 Practitioner Qualification earns 1.5 credits toward the ITIL Expert certification.

Is this course accredited?

Yes! APMG has accredited this course and the instructors who teach it as providing high-quality training in IT service management.

How much time is spent on each topic?

What kinds of activities are included in this course?

This course includes practical assignments, practice exams and review sessions. These are all designed to reinforce the material to improve attendees' chances of passing the official exam at the end of the course.

How does this course relate to other Learning Tree courses?

For further ISO/IEC 20000 training, you might be interested in the following courses:

• Course 3901, ISO/IEC 20000 Awareness: A One-Day Overview
• Course 3902, Achieving ISO/IEC 20000 Foundation Certification
• Course 3904, Achieving ISO/IEC 20000 Auditor Certification

For ITIL training, please consider the following:

• Course 1197, Achieving ITIL^® Foundation Certification
• Course 982, ITIL^® Intermediate Qualification: Service Strategy
• Course 991, ITIL^® Intermediate Qualification: Service Operation
• Course 992, ITIL^® Intermediate Qualification: Service Transition
• Course 993, ITIL^® Intermediate Qualification: Service Design
• Course 994, ITIL^® Intermediate Qualification: Continual Service Improvement
• Course 995, ITIL^® Intermediate Qualification: Operational Support and Analysis
• Course 996, ITIL^® Intermediate Qualification: Release, Control and Validation
• Course 997, ITIL^® Intermediate Qualification: Planning, Protection and Optimisation
• Course 998, ITIL^® Intermediate Qualification: Service Offerings and Agreements

For COBIT training, please consider the following:

• Course 3921, COBIT^®: Achieving Foundation Certification

UK Dates

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