Overview
The ISO/IEC 20000 specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The ISO/IEC 20000 Lead Implementer is a certification intended for IT professionals seeking to validate their advanced knowledge of the ISO/IEC 20000.
Exam Content
The exam covers topics such as terms and definitions, normative references, Context of the organization, Leadership (Leadership and commitment, policy, organizational roles, responsibilities and authorities), Planning (Actions to address risks and opportunities, service management objectives and planning to achieve them, and plan the service management system), Support of the service management system (Resources, Competence, Awareness, Communication, and Documented information), Operation of the service management system (Operational planning and control, Service portfolio, Relationship and agreement, Supply and demand, Service design, build and transition, Resolution and fulfilment, and Service assurance), Performance evaluation (Monitoring, measurement, analysis, and evaluation, Internal audit, Management review, and Service reporting), and Improvement (Nonconformity and corrective action and Continual improvement).
Exam Details
• Format: 40 multiple-choice questions
• Duration: 60 minutes
• Passing Score: 70%
• Closed-Book
• Online Proctored Exam: Candidates can take the exam anytime, anywhere
Terms and Conditions
1. The voucher is valid for 180 days from the date of purchase.
2. The exam voucher includes two retakes.
3. No refunds will be issued after purchase.
Once your purchase is completed, you will receive an email within 2 business days with instructions on how to take your exam online.