ISO/ IEC 20000 Foundation

Purpose of the Foundation Qualification:
The Foundation qualification is designed to confirm that a candidate has a basic understanding of the ISO/IEC 20000 standard. This includes knowledge of its content, main requirements, and how it works at a high level within a typical service provider organization. The Foundation Certificate can also be used as a prerequisite for progressing to the Practitioner qualification.
Target Audience:
This qualification is intended for people working in service provider organizations who need a basic understanding of ISO/IEC 20000. It is suitable for individuals working in organizations that are already certified to ISO/IEC 20000-1, as well as those planning to implement the standard. There are no formal prerequisites for the Foundation qualification, although basic knowledge of service management is helpful.
High-Level Performance Expectations for a Foundation Candidate:
A successful Foundation candidate should understand the scope, goals, key terms, and high-level requirements of the ISO/IEC 20000 standard. They should also understand how the standard is applied in a service provider organization and be familiar with the certification process.
Specifically, candidates should understand:
• The scope and purpose of the main parts of ISO/IEC 20000 and how they are used
• Key terminology and definitions
• Core requirements of a Service Management System (SMS) and the importance of continual improvement
• The processes, their objectives, and high-level requirements
• Applicability and scope definition requirements
• The purpose and operation of internal and external audits, including related terminology
• How the APMG certification scheme operates
• The relationship between ISO/IEC 20000, service management best practices, and related standards such as ISO 9001 and ISO/IEC 27001

ISO/IEC 20000 Practitioner
Purpose of the Practitioner Qualification
The Practitioner qualification confirms that a candidate has a deeper understanding of ISO/IEC 20000 and can apply and analyze the standard in real situations. This includes supporting organizations in meeting ISO/IEC 20000-1 requirements and achieving or maintaining certification.
Target Audience
This qualification is aimed at practitioners, managers, and consultants involved in implementing or maintaining an SMS based on ISO/IEC 20000. To take this qualification, candidates must already hold one of the following: APMG ISO/IEC 20000 Foundation, BCS ISO/IEC 20000 Foundation, or any version of the ITIL® Foundation qualification. The APMG ISO/IEC 20000 Foundation course is specifically designed to prepare candidates for the Practitioner level.
High-Level Performance Expectations for a Practitioner Candidate
Successful Practitioner candidates should be able to understand, apply, and analyze ISO/IEC 20000 in organizations that are already certified or planning to implement an SMS.
Specifically, candidates should be able to:
• Understand and explain the purpose and use of all parts of the standard
• Support organizations in achieving ISO/IEC 20000-1 compliance and certification
• Explain and advise on applicability and scope decisions
• Explain how ISO/IEC 20000 relates to service management best practices and standards such as ISO 9001 and ISO/IEC 27001
• Apply and explain ISO/IEC 20000-1 requirements
• Use technology and tools to support SMS implementation, improvement, and certification
• Assist with certification readiness assessments
• Create and evaluate gap analyses and improvement plans
• Develop and assess service management plans, policies, and objectives
• Create, apply, and evaluate required processes and procedures
• Support continual improvement activities
• Prepare organizations for ISO/IEC 20000-1 certification audits in line with APMG requirements

Learning Outcomes Assessment Model
APMG uses a learning outcomes assessment model to clearly define and measure learning levels across its qualifications. This model ensures:
• Clear differences in learning depth between qualification levels
• Consistent documentation of learning outcomes
• Exams that are written at a consistent difficulty level
The Foundation qualification assesses learning outcomes at knowledge and understanding levels. The Practitioner qualification assesses understanding, application, and analysis skills.