ISO/IEC 20000 ITSM Certified Foundation SC-20000CF

ISO/IEC 20000 ITSM Certified Foundation.

The ISO/IEC 20000 ITSM Certified Foundation certification aims to primarily validate that the candidate has acquired a fundamental, uniform, and shared understanding of the essential elements of the international standard ISO/IEC 20000. This knowledge is crucial for anyone who participates in or interacts with a certified Service Management System (SMS) or who is involved in its implementation.

Specifically, the certification validates knowledge in the following core pillars:

1. Terminology and Vocabulary (Common Fundamentals)

It ensures that the professional masters the key terminology and basic concepts defined within the standard. This is essential for facilitating clear and effective communication within an organization managing its services under this standard, ensuring all participants use a standardized language.

2. Principles and Approach of the Service Management System (SMS)

It validates a strong grasp of the philosophy behind the standard. This includes:

• The focus on service quality and customer satisfaction.
• The understanding that service management is a systemic approach rather than a collection of isolated processes.
• The application of the PDCA Continual Improvement cycle(Plan, Do, Check, Act) as the basis for maintaining and optimizing the SMS.

3. Requirements of the ISO/IEC 20000-1 Standard (Specification)

The core of the validation is the understanding of the mandatory body of requirements that a service provider must meet to be certified. It validates that the candidate knows the structure of the standard and the interrelationship of its clauses.

Detailed Interpretation of the ISO/IEC 20000 Model at the Foundation Level

The Foundation level interprets the standard as a comprehensive management framework that encompasses the entire service lifecycle. The understanding is structured around the main clauses of ISO/IEC 20000-1:

A. Management and Governance Clauses (Leadership and Planning)

The candidate must understand the requirements that establish the context and strategic direction of the SMS:

• Context of the Organization (Clause 4): The necessity to determine internal and external issues, interested parties and their requirements, and the formal definition of the SMS scope is understood.
• Leadership (Clause 5): The role of top management in establishing the SMS Policy and ensuring that responsibilities and authorities are assigned within the organization is recognized.
• Planning (Clause 6): The importance of addressing risks and opportunities, and of establishing measurable service objectives that are aligned with business objectives, is understood.

B. Support and Enabling Clauses (Resources)

Validation covers the understanding of the resources and supporting mechanisms necessary for the effective operation of the SMS:

• Support (Clause 7): This includes the management of resources(people, infrastructure), ensuring staff competence, and handling the documented information required by the standard.

C. Operation Clauses (Service Provision)

The central focus is on understanding that service delivery must be planned, implemented, and controlled effectively, covering the entire lifecycle:

• Operational Planning and Control (Clause 8): Knowledge of how the organization must plan the provision of its services, ensuring value delivery to the customer.

D. Evaluation and Improvement Clauses

Knowledge of the mechanisms for ensuring the SMS is effective and maintained in a cycle of continual improvement is validated:

• Performance Evaluation (Clause 9): The necessity for monitoring, measurement, analysis, and evaluation is understood, including internal audits and management reviews, to ensure compliance and effectiveness.
• Improvement (Clause 10): Knowledge of handling nonconformities and executing corrective and continual improvement actions to enhance the performance of the SMS is validated.