EXIN Exams, International certification for ITIL, ASL and DSDM standards

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ISO/IEC 20000

ISO/IEC 20000
ISO/IEC 20000 is the international, independent standard for quality in IT Service Management. A standard that enables organizations to prove the quality of IT Services to clients, and to build and maintain an IT Service Management System that meets the international ISO/IEC 20000 quality requirements. This will create a significant competitive advantage, since clients demand high quality of IT Services. These organizations need IT-professionals who are certified for ISO/IEC 20000.

Let the Compass (pdf) guide your path to better ITSM.

Qualification program for IT-professionals
EXIN and TÜV SÜD Akademie are jointly developing a qualification program for IT professionals: IT Service Management according to ISO/IEC 20000 (pdf). This program is based on job roles and competencies, since that is what you will need in practice. The qualification program shows the vision behind the standard and gives insight in how to accomplish the required quality level of IT Services. You will learn to use the framework neutral standard ISO/IEC 20000 as a compass for navigating across all the different IT Service Management standards, best practices and frameworks, making the best use of them all.

Please download this flyer (pdf) for more information, or download the following articles:
Trends in IT: Destination Q (pdf), New Qualification Program for ISO/IEC 20000 (pdf).

Independent exams
The qualification program IT Service Management according to ISO/IEC 20000 (pdf) comprises of a Foundation Level, a Professional Level, an IT Management Track and an Auditing Track. Practical Assignments are part of the higher level training courses. The following exams are available:

Additional exams are currently under development.

Associate level examinations to be released Q1 2010
Associate consultant and associate auditors are important participants in the implementation, improvement and quality assurance of IT Service Management processes. Their professional role includes coordinating activities of professionals and service provision areas and in reporting on the performance and effectiveness of IT Service Management. This role is extending that of the professional in Managing and Improving IT Services. This chart indicates the position of Associate in the entire program.

Target group
The qualification program is designed for a wide variety of IT professionals, at all levels, who are involved in the quality improvement of IT Services and IT Service Management, such as operational staff, supervisors, (senior) managers, (senior) consultants and auditors. The program is also perfectly suited for IT professionals already experienced in standards and best practices, such as ITIL®, MOF, COBIT, ISO 9000, ISO/IEC 27000, CMMI and ASL, and for IT-professionals who want to:

broaden their knowledge of IT Service Management
contribute to the quality improvement of IT Services and IT Service Management
support organizations in the development, implementation and maintenance of an IT Service Management System that meets the ISO/IEC 20000 quality requirements
become certified as a (senior) manager, (senior) consultant or advisor
get a (renewed) certification as an internal or external auditor

Side Entry Routes ISO/IEC 20000
The qualification program IT Service Management according to ISO/IEC 20000 offers a wide range of side entry routes to participants already possessing certificates in IT Service Management or Auditing making it an ideal addition to previous experience and skills. IT professionals who already hold relevant certificates have the option of entering the program at all levels. SQMF gains you exemption at Foundation level, while SQMA provides you with exemption at Professional level. To give you an impression of the possibilities, please read more about the current possibilities.

New: ISO/IEC 20000 microsite
In makig use of all the potential offered by online communication, we are proud to present our new Web site for the ISO/IEC 20000 Qualification Program: www.takeanotherlook.it. In this ‘lean and mean’ Web site, interested visitors learn in sharp, everyday language exactly how ISO/IEC 20000 certification can benefit them. Challenge your skills; take the ITSM & ISO/IEC 20000 test now!

Former SQM exams
With the introduction of the new ISO/IEC 20000 exams, the former SQM exams are discontinued:

Service Quality Management Foundation, March 1 2008
Service Quality Management Advanced, July 1 2008

Supporting Publications
Using MOF for ISO/IEC 20000 (pdf) - published by Microsoft, May 2009
This guide will help IT management, staff, and service providers to understand ISO/IEC 20000 requirements and help them use MOF as a means to streamlined and efficient implementation. The guide enables users to take informed steps toward ISO/IEC implementation, make cost-reducing process improvements, and increase organizational efficiency and flexibility. Ultimately, the steps outlined in this guide will help an organization meet ISO/IEC 20000 requirements and deliver effective IT services.