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Centro Universitário Senac

Available qualification programs

EXIN IT Service Management based on ISO/IEC 20000

EXIN IT Service Management focuses less on the theory and more on the practical side of ITSM. It combines key IT service management elements with the quality principles of the ISO/IEC 20000 standard. The EXIN IT Service Management certification program offers several side-entry and bridge possibilities for those professionals with ITSM qualifications.
 

EXIN's certification program IT Service Management based on ISO/IEC 20000 and Changes in the ISO/IEC 20000 standard.

Version 2018 of the ISO/IEC 20000 standard has been released.
 


The main changes are summarized below.

The impact of these changes on the certification content are minimal. EXIN’s certification based on ISO/IEC 20000 tests your understanding of IT service management using ISO/IEC 20000 as a guideline, as opposed to testing knowledge of the standard. Moreover EXIN’s certifications have a lifetime validity so if you do your exam now your certificate remains valid.

The main changes in the standard:

a) it is restructured into the high level structure used for all management system standards (Annex SL). This introduces new common requirements for context of the organization, planning to achieve objectives and actions to address risks and opportunities. There are some updated previous requirements, for example, documented information, resources, competence and awareness;

b) growing trends in service management have been taken into account, such as commoditization of services, management of multiple suppliers by a service integrator and the need to determine value of services for customers;

c) addition of requirements about knowledge and planning the services;

d) separated out previously combined clauses (for example incident management and service request management, service continuity management and service availability management);

e) the organization cannot demonstrate conformity if other parties are used to provide or operate all services, service components or processes within the scope of the SMS;

f) changes to definitions, mostly due to Annex SL.

g) minimized the required documented information leaving only key documents such as the service management plan.

 

A clear overview of the changes in the 2018 edition can be found in 'A Guide to ISO/IEC 20000-1:2018 Service Management' by Dolf van der Haven ISBN 9781912651344