The ISO/IEC 20000 Foundation Bridge examination is intended for professionals in IT Service Management with solid knowledge and experience within IT Service Management, with a minimum certification level of ITIL® Foundation (V2 and/or V3), who want to focus on or become proficient in IT Service Management according to ISO/IEC 20000.

The ISO/IEC 20000 Foundation Certificate is a prerequisite for the other qualifications within the qualification scheme.

Prerequisites To sit the Foundation Bridge in IT Service Management according to ISO/IEC 20000 examination candidates must hold an ITIL® certificate.

Course Content Includes:

1. Understanding the definitions and principles of service quality management
1.1 The candidate understands quality
1.2 The candidate understands continual improvement

2. Understanding the position of ISO/IEC 20000 in IT Service Management
2.1 The candidate understands the landscape of standards and frameworks
2.2 The candidate understands the concepts of certification practices
2.3 The candidate understands the concept of ISO/IEC 20000

3. The quality specifications for IT Service Management
3.1 The candidate understands the quality specifications for Management and Improvement of ITSM Processes
3.2 The candidate understands the quality specifications for Alignment of IT and the Business
3.3 The candidate understands the quality specifications for Delivery of IT Services

4. The code of practice for IT Service Management
4.1 The candidate understands the best practices for Management and Improvement of ITSM Processes
4.2 The candidate understands the best practices for Delivery of IT Services