Preparation Guide. IT Service Management Foundation Bridge based on ISO/IEC 20000

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1 Preparation Guide IT Service Management Foundation Bridge based on ISO/IEC Edition April 2011

2 Copyright 2011 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing system or circulated in any form by print, photo print, microfilm or any other means without written permission by EXIN. ITIL is a Registered Community Trade Mark of OGC (Office of Government Commerce, London, UK), and is Registered in the U.S. Patent and Trademark Office. CobiT TM is a registered trademark of the Information Systems Audit and Control Association (ISACA)/IT Governance Institute (ITGI). CMMI is a registered trademark of Carnegie Mellon University. Six Sigma is a registered trademark and service mark of Motorola, Inc. ISO/IEC (ITSM20FB.EN) 2

3 Content 1. Introduction 4 2. Exam Requirements 5 3. Exam Terms 9 4. Exam Literature 14 ISO/IEC (ITSM20FB.EN) 3

4 1. Introduction IT service management is about how to provide IT related services to support a business. The international standard in IT Service management ISO/IEC makes it clear what is essential: making service arrangements, thinking about what is needed for that, adapting the infrastructure, supporting users and resolving incidents. Content Target group Context Prerequisite(s) The IT Service Management Foundation Bridge certificate requires an overview of the field and its relationship with other areas of information management. Such an overview is based on knowledge of the service management processes in the five key areas and command of the core concepts and basic terminology. The ISO/IEC 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 based on ISO/IEC The exam IT Service Management Foundation Bridge is part of the EXIN ITSM qualification program and a prerequisite of the higher-level exams in the qualification program. ITIL Foundation certificate Study load Training Contact hours Practical assignment(s) 30 hours The maximum number of participants is 25. (This does not apply to online training courses.) The minimum number of contact hours for this training course is 15. This includes group assignments, exam preparation and short breaks. This number of hours does not include homework, logistics for exam preparation and lunch breaks. Not applicable Exam format Computer-based or paper-based multiple-choice questions Exam duration Exam details Body of Knowledge Sample exam Training provider 30 minutes Number of questions: 20 Pass mark: 65% (13 out of 20) Open book/notes: no Electronic equipment/aides permitted: no A presentation on the body of knowledge is available for our accredited trainers You can download a sample exam at You can find our accredited training providers at ISO/IEC (ITSM20FB.EN) 4

5 2. Exam Requirements The exam requirements are specified in the exam specifications. The following table lists the topics of the module (exam requirements). The weight of the different topics in the exam is expressed as a percentage of the total. Exam requirement Exam specification Weight (%) 1. The quality approach to IT service management The importance of quality of IT services 1.2 The concept of IT service management 1.3 The principle of continual improvement 1.4 The use of standards and best practices 2. The processes for alignment of IT and the business and their relationships The processes for alignment of IT and the business (Budgeting and Accounting for IT services, IT Business Relationship Management, Service Level Management, Service Reporting, Supplier Management) 3. The delivery processes and their relationships The delivery processes (Availability management, Capacity Management, Information Security Management, Service Continuity Management) 4. The control processes and their relationships The control processes and their relationships (Change Management, Configuration Management, Release Management) 5. The support processes and their relationships The support processes and their relationships (Incident Management, Problem Management, Service Desk) 6. The management and improvement of IT Service management processes The management system for service management 6.2 Planning and improving service management Total 100 ISO/IEC (ITSM20FB.EN) 5

6 Exam specifications 1. The quality approach to IT service management (35%) 1.1 The candidate understands the importance of quality of IT services (10%) Describe what quality is and why it is important Describe quality management and the role of the Quality Management system Describe what an IT service is Describe the factors needed to provide an IT service Describe the relationship between IT services and quality 1.2 The candidate understands the concept of IT service management (5%) Describe the concept of IT Service management Describe the benefits and risks of IT Service management Describe the role of tools used within IT Service management 1.3 The candidate understands the principle of continual improvement (10%) Describe the principles of continual improvement and the applications of the PDCA cycle Describe how maturity models work Describe the nature of capability assessments and the relationship with maturity models 1.4 The candidate knows the use of standards and best practices (10%) Identify the purpose and benefits of ISO/IEC Identify the purpose and application/audience of CMMI, CobiT, ISO 9000, ISO 15504, ISO 27001, ITIL, MOF, Six Sigma Describe the relation of ISO/IEC to company specific standards ISO/IEC (ITSM20FB.EN) 6

7 2. The processes for alignment of IT and the business and their relationships (5%) 2.1 The candidate knows the processes for alignment of IT and the business (Budgeting and Accounting for IT services, IT Business Relationship Management, Service Level Management, Service Reporting, Supplier Management) (5%) Describe the objectives and quality requirements 3. The delivery processes and their relationships (5%) 3.1 The candidate knows the delivery processes (Availability management, Capacity Management, Information Security Management, Service Continuity Management) (5%) Describe the objectives and quality requirements of the delivery processes 4. The control processes and their relationships (10%) 4.1 The candidate knows the control processes and their relationships (Change Management, Configuration Management, Release Management) (10%) Describe the objectives and quality requirements 5. The support processes and their relationships (10%) 5.1 The candidate knows the support processes and their relationships (Incident Management, Problem Management, Service Desk) (10%) Describe the objectives and quality requirements ISO/IEC (ITSM20FB.EN) 7

8 6. The management and improvement of IT Service management processes (35%) 6.1 The candidate knows the management system for service management (20%) Describe the benefits and characteristics of a process-based approach Describe how to measure and control a process Describe why and which roles are needed Describe the objective of a management system Describe the requirements for management responsibility Describe the documentation requirements Describe the requirements for competence, awareness and training 6.2 The candidate knows planning and improving service management (15%) Describe the objective of planning and improving service management Describe the continual improvement methodology for service management processes Describe the key principles of producing and implementing a service management plan Describe the requirements for monitoring, measuring, reviewing and improving the processes ISO/IEC (ITSM20FB.EN) 8

9 3. Exam Terms This chapter contains the terms with which candidates should be familiar. Terms are listed in alphabetical order. For concepts whose abbreviation and full name are included in the list, both can be examined separately. Please note that knowledge of these terms alone does not suffice for the exam; the candidate must understand the concepts and be able to provide examples. Account Accountability Accounting Alignment Analysis Applicability Assessment Asset (management) Attribute Audit Availability (management) Awareness Back-out plan Best practice Budgeting Business continuity (management/plan) Business Impact Analysis Business requirements Capability Capacity (management) Certification Change (management) Change Advisory Board (CAB) Classification CMMI CobiT Complaints definition/process Compliance Component Confidentiality Configuration Baseline ISO/IEC (ITSM20FB.EN) 9

10 Configuration Item (CI) Configuration management Configuration Management Database (CMDB) Conformity Continual service improvement (CSI) Continuity test Contract (management) Contractual dispute Contractual obligation Control Corporate policies and principles Corrective action Critical Success Factor (CSF) Customer Customer focus Customer satisfaction (management) Definitive Hardware Store (DHS) Definitive Software Library (DSL Definitive Media Library (DML) Demand management Deming Cycle Disaster (recovery) Distribution Downtime Effectiveness Efficiency Emergency change Escalation (Functional) Evaluation Evidence External audit Factual approach to decision making Forward Schedule of Change (FSC) Framework Function Governance Impact Impartiality Incident (management) Industry consensus Information security management ISO/IEC (ITSM20FB.EN) 10

11 Input Integrated processes Integrity Interface Internal audit ISO 9000 ISO ISO/IEC ISO/IEC IT Service (Management) ITIL (IT Infrastructure Library) Key performance indicator (KPI) Knowledge base Known error Lead supplier Major incident Master copy Maturity model Mean time between failure (MTBF) Measurable Metric Modeling MOF Monitor(ing) Mutually beneficial supplier relationship Non-availability Non-compliance/non-conformance Objectivity Operational level agreement (OLA) Output Package release Performance (Management) Plan Plan-Do-Check-Act (PDCA) methodology Policy Post Implementation Review (PIR) Priority Proactive identification Problem (management) Problem resolution Problem review ISO/IEC (ITSM20FB.EN) 11

12 Procedure Process Process owner Process manager Process-based quality management system Quality (Assurance) Quality management system Quality objective Quality policy Quality standard RACI (Responsible, Accountable, Consulted, Informed) Record Recovery (plan) Relationship Release (management) Release unit Release verification and acceptance Reliability Remedial action Repair Request for change (RFC) Requirement Resource capacity (management) Resource schedule Responsibility Restoring Review Risk Role Roll-out (planning) Scoping Security (management) Security control Security risk assessment Service (management) Service catalogue Service continuity and availability management Service continuity strategy Service desk Service improvement plan (SIP) Service level (management) ISO/IEC (ITSM20FB.EN) 12

13 Service Level Agreement (SLA) Service Level Requirements (SLR) Service management policy/plan Service provider Service quality plan (SQP) Service recovery Service report Service request Six Sigma Stakeholder Subcontracted supplier Supplier contract Supplier (management) Survey Target Tools Traceability Track Throughput Tuning Underpinning contract (UC) Urgency User Workaround Workflow Workload limit ISO/IEC (ITSM20FB.EN) 13

14 4. Exam Literature A Leo van Selm ISO/IEC20000 An Introduction The Netherlands, Van Haren Publishing, 2008 ISBN: Book A should be considered as core literature for candidates of the course. This book can replace C and D because it encompasses the text of the standard. B J. van Bon, A. van der Veen Foundations of IT Service management, based on ITIL (ITIL V2) ITSMF/Van Haren Publishing, 2nd edition ISBN Book B can be used as a reference for best practices in IT service management. C D ISO/IEC ISO/IEC :2005(E) Part 1: Specification Switzerland, ISO, 2005 ISO/IEC :2005(E) ISO/IEC ISO/IEC :2005(E) Part 2: Code of Practice Switzerland, ISO, 2005 ISO/IEC :2005(E) ISO/IEC (ITSM20FB.EN) 14

15 Literature and exam specifications EXAM MATRIX/TAXONOMY LITERATURE REFERENCES Exam Exam Specification Requirement Mastery level Testing level Weight % Number of Questions Literature Id Literature Reference A: 2.1, 2.2 B: A: 2.1 B: A: A: 3.1, A: B: A: B: A: B: A: B: 4.3.1, 4.3.2, 4.3.3, 4.3.5, , , 4.4.2, , 13, 14, , 4.2.3, , 7, , , 5, A: 2.4, 3, 3.1, 3.2, 3.3, A: 3, 3.1, 3.2, 3.3, 4

16 Contact EXIN Godebaldkwartier DT Utrecht, The Netherlands Tel:

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