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Home > Resources > What Is ISO? ISO/IEC 20000 Qualification Scheme | White Papers | Books ITSM Academy ISO 20K Courses ISO/IEC 20000 (often referred to as ISO20000 and/or ISO 20K) is the first formal international standard for IT Service Management (ITSM).   Adopted in December 2005, ISO/IEC 20000 certification is rapidly being accepted as the definitive benchmark of effective IT Service Management quality processes.  ISO/IEC 20000 promotes an integrated best practice process approach to service management while defining a set of prescriptive controls against which an IT organization can be assessed.    The standard places particular emphasis on continual improvement.  Evolving from the British Standard BS 150000, ISO/IEC 20000 is closely aligned with the IT Infrastructure Library™ (ITIL®), a collection of industry best practices for delivering customer centric IT services at a justifiable cost.  Certification exams and courses are being developed, learn more. ISO/IEC 20000 has two sections, or Parts.  Part 1 (ISO/IEC 20000:1) defines the specification or mandatory requirements for achieving certification (the “shalls”).   Part 2 (ISO/IEC 20000:2) provides best practice guidance for achieving Part 1 controls (the “shoulds”). It is important to note that ISO/IEC 20000 does not certify the quality of tools, products or services.  Achieving ISO/IEC 20000 certification confirms that an organization has evidenced the underlying Service Management processes and management controls necessary to delivering quality IT Services. Who should be interested in ISO/IEC 20000? ¨     IT organizations wanting: o     to demonstrate their ability to provide IT Services that meet customer requirements o     to benchmark their Service Management processes o     to improve IT Services through effective processes o     an independent ITSM assessment ¨     Businesses requiring consistent approaches by their IT Service providers ¨     Businesses that sell IT Services  ISO/IEC 20000 best practices equally apply to all IT Service providers – both internal and external. ISO/IEC 20000 is rapidly emerging in the United States Fueled by outsourcing trends, Service Oriented Architectures and the need to align IT with business objectives, a growing number of US organizations, managed service providers and government agencies have begun the ISO/IEC 20000 certification process.     As important, purchasing organizations are increasingly including ISO/IEC 20000 certification as a core requirement in their Requests for Proposals (RFPs).   Demonstrate ISO/IEC 20000 Compliance Section 3.3 of ISO/IEC 20000:1 requires that Service Management staff be “competent, aware and trained” in order to demonstrate compliance to the standard.  It further requires that management “ensure employees are aware of the relevance and importance of their activities and how they contribute to achieving SM objectives”.  To comply with the standard, ITSM Academy offers several levels of ISO/IEC 20000 education that scales to the intended audience.         ISO/IEC 20000 Awareness (1 day, Exam Institute: None) Accredited ISO/IEC 20000 Foundation (3 days, Exam Institute: EXIN) There are more classes in development, and will be added to the public calendar in the coming months. (See below).   Qualification Scheme                                                               The new qualification program consists of a Foundation exam, five Professional exams and two tracks. The first track is geared towards IT Management, while the second focuses on Auditing. The two tracks are currently in development. There will be a pin associated with each of the qualification levels. The level of achievement is designated on the pin with a colored band around its circumference:   Green for the Foundation certificate Blue for the Professional certificates Red for the Expert certificates in IT Management Yellow for the Expert certificates in IT Auditing View the Foundation and Advanced Qualifications View the EXIN Whitepaper  | Contact us  |  Back to Top   Publications We offer a variety of ISO/IEC 20000 books and pocket guides in ITSM Academy's bookstore www.itsmbookstore.com.   White Papers ISO/IEC 20000: the compass to guide your path in the best practice universe - Read The article (pdf) provides an overview of the ISO/IEC 20000 standard for IT Service Management in the past, present and future and shows us how to approach an ISO/IEC 20000 implementation project. [Back to Top]