ISO/IEC 20000 - I.T. SERVICE
MANAGEMENT SYSTEM

Overview

The ISO/IEC 20000 is recognized as the first international standard for service management, which states the requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain, and improve an SMS.
The standard includes two main parts which enable service providers to identify methods to develop the quality of the services they deliver to their clients, both internally and externally whereby;

  • Part 1 specifies the requirements for developing and implementing a service management system and
  • Part 2 includes guidance on the application of service management systems within the scope of ISO/IEC 20000-1.

In the modern world this asset becomes crucial for success and maintaining credibility of the organization. If this asset is compromised then the organization may have to face various threats and risks like brand image erosion, business disruption, financial and productivity loss etc. On the other side, information security also maximize return on investments, minimize business risks and increase business opportunities.

Benefits of ISO 20000 Certification

 Leveraged ITIL experience

 Increased ability to plan and control.

 Reducing response time

 Decreased incidents.

 Creates a culture of continuous improvement.

 Gain competitive advantage

ISO 20000 Foundation (FD):

The SandBP ISO/IEC 20000-1 Foundation training course enables you to learn the basic elements to implement and manage a Service Management System (SMS) as specified in ISO/IEC 20000. During this training course, you will be able to understand the different modules of an SMS, including SMS policy, procedures, performance measurements, management commitment, internal audit, management review and continual improvement.

After completing this course, participants can sit for the exam. Once participants meet the pass mark, he/she will be given an “SandBP Certified ISO 20000 Foundation” credential. An SandBP Foundation Certificate shows that the participants have understood the fundamental methodologies, requirements, framework and management approach.

ISO 20000 Champion (CH):

Overview

ISO 20000:2018 comprehensive training program designed is for ISO Champions in various department in an organization. This course is meticulously crafted to provide a deep understanding of the ISO 20000 standard, empowering participants to actively contribute to its successful implementation and maintenance within their departments. Over the span of the course, students will delve into key concepts, explore requirements, and gain practical insights into the ISO 20000:2018 standard.
After completing this course, participants can sit for the exam. Once participants meet the pass mark, he/she will be given an “SandBP Certified ISO/IEC 20000:2018 (SMS) Champion” credential. An SandBP Champion Certificate shows that the participants have understood the fundamental methodologies, practical knowledge and professional capabilities to assist in the implementation of ISO 20000 in an organization.

Learning Objectives

  • To understand the ISO 20000 standard and its significance.
  • To equip ISO Champions with the knowledge and skills required to support the implementation and maintenance of ISO 20000:2018.
  • To ensure ISO Champions can collaborate effectively with the Lead Implementer and contribute to the success of the ISO 20000 project within their department.
ISO 20000 champion

ISO 20000 Lead Implementer (LI):

The benefits of implementing a service management system (SMS) based on the requirements of ISO/IEC 20000-1 are manifold: the management system is based on ISO’s high-level structure (HLS) which allows an easier integration with existing management systems, the standard comprises practices proven to be useful in the service management industry, requirements stated in clauses 4–10 allow the organization to establish a structured approach to manage service provision activities and deliver value to its customers, the standard allows the organization to establish a baseline upon which it can improve in the future.

The training course aims to provide in-depth understanding of ISO/IEC 20000-1 requirements, as well as good practices and approaches used for the implementation and subsequent maintenance of the service management system.

After mastering all the necessary concepts of IT Service Management Systems, participants can sit for the exam. Once participants meet the pass mark, he/she will be given an “SandBP Certified ISO 20000 Lead Implementer” credential. By holding an SandBP Lead Implementer Certificate, the participant can be able to demonstrate that he/she has the practical knowledge and professional capabilities to implement ISO 20000 in an organization.

ISO 20000 Lead Auditor (LA):

The SandBP ISO/IEC 20000-1 Lead Auditor training course enables you to develop the necessary expertise to perform a Service Management System (SMS) audit by applying widely recognized audit principles, procedures and techniques. During this training course, you will acquire the knowledge and skills to plan and carry out internal and external audits in compliance with ISO 19011 and ISO/IEC 17021-1 certification process.

Based on practical exercises, you will be able to master audit techniques and become competent to manage an audit program, audit team, communication with customers, and conflict resolution.

After acquiring the necessary expertise to perform this audit, participants can sit for the exam. Once participants meet the pass mark, he/she will be given a “SandBP Certified ISO 20000 Lead Audit” credential. By holding an SandBP Lead Auditor Certificate, the participant can be able to demonstrate that he/she has the practical knowledge and professional capabilities to audit ISO 20000 in an organization.

Terms of Certification

 Candidates who score 70% and above in the examination will be issued an SANDBP certificate.

 In case you do not meet the pass mark, you can retake the exam for FREE after the first attempt while subsequent retakes would come at a cost.

Criteria for Suspending and Withdrawing the Scope of Certification

SANDBP reserves the right to suspend or revoke certifications for reasons including fraud, deceit, or submission of inaccurate data.

Process:

 Certificate holders will be notified by certified mail if evidence of charges is found.

 They may present their defense in writing to the certification board.

 The board will review the case and decide to uphold or deny the suspension/revocation.

Causes for Suspension/Withdrawal:

 Improper use of certificates/logos

 Malpractices

 Providing false information

 Ineligibility for applied examinations

 Voluntary suspension requests

Recertification Process

Recertification ensures that certified individuals maintain their knowledge and skills in line with the latest standards and practices. It is a critical process that reaffirms the competency of certified professionals, allowing them to stay current with evolving industry standards.

Criteria for Recertification:

 Transition Exam:

  • Individuals must take and pass a transition exam when there is a change in the current version of the certification standard.
  • The transition exam focuses on the updates and changes in the new version of the standard,     ensuring that certified individuals are knowledgeable about the latest requirements and practices.

 Adherence to Code of Ethics:

Certified individuals must adhere to a code of ethics, demonstrating professionalism and integrity in their practice. Any violations of the code of ethics may result in the suspension or revocation of certification

 Payment of Recertification Fees:

Payment of the required recertification fees is necessary to process and validate the renewal of certification.

Introduction

To maintain the integrity and fairness of our examinations, specific guidelines have been established for proctoring. These rules apply to all candidates and must be adhered to strictly. Failure to comply may result in disqualification or other disciplinary actions.

General Requirements

Technology Setup

  •  Device: Use a desktop or laptop with a working webcam and microphone. Mobile phones or tablets are not permitted unless explicitly allowed.
  •  Internet: Ensure a stable internet connection with sufficient bandwidth to stream video and audio continuously.
  •  Browser: Use the designated browser as specified by the exam platform.
  •  Power Backup: Ensure your device is fully charged and/or connected to a reliable power source.

Environmental Setup

  •  Location: Choose a quiet, well-lit room with minimal distractions.
  •  Background: Ensure the background is plain and free of any clutter or distractions.
  •  Privacy: No other person is allowed in the room during the examination.

Pre-Exam Procedures

Present a valid government-issued photo ID or institution-approved identification document. Ensure that no unauthorized materials (e.g., books, notes, or electronic devices) are present.

During the Exam
Behavior Guideline
  •  Focus on the Screen: Avoid looking away from the screen for extended periods.
  •  No Assistance: You are prohibited from receiving help from anyone or any external resource.
Prohibited Items
  •  Electronic devices such as mobile phones, tablets, smartwatches, and earphones.
  •  Books, notes, or any other study material unless explicitly permitted.
Proctor Interaction
  •  Follow all instructions given by the proctor.
  •  If contacted for clarification or rule enforcement, respond promptly and cooperatively.
  •  Inform the proctor immediately in case of technical issues.

Post-Exam Procedures

Submission
  •  Ensure your exam responses are submitted within the designated time.
  •  Do not close the exam window or disconnect until you receive confirmation that your submission is successful.
Feedback
  •  Report any technical issues or concerns to the designated support team immediately aƜer the exam.

Violations and Consequences

Examples of Violations

  •  Using unauthorized materials or devices.
  •  Attempting to impersonate another candidate.
  •  Engaging in suspicious behavior (e.g., frequent movement, talking).
  •  Disconnecting intentionally without justification.

Consequences

  •  Warnings for minor infractions.
  •  Disqualification of the exam attempt for major violations.

Support and Troubleshooting

Contact the technical support team in case of any issues with logging in, connectivity, or proctoring tools. (support@sandbp.net)

FREE

  • Level : Foundation
  • Duration: 1 Day
  • Exam Duration : 1 hour
  • Retake Exam: Yes
  • Passing Score: 70%
Enroll Course

$60

  • Level : Champion
  • Duration: 2 Days
  • Exam Duration : 1hr 30min
  • Retake Exam: Yes
  • Passing Score: 70%
Enroll Course

$115

  • Level : Lead Implementer
  • Duration: 4-6 Days
  • Exam Duration : 2 hours
  • Retake Exam: Yes
  • Passing Score: 70%
    Exam Is Proctored
Enroll Course

$115

  • Level : Lead Auditor
  • Duration: 4-6 Days
  • Exam Duration : 2 hours
  • Retake Exam: Yes
  • Passing Score: 70%
    Exam Is Proctored
Enroll Course