ISO/IEC 20000 is an international standard for IT Service Management (ITSM) that specifies the requirements for the design, implementation, and continual improvement of ITSM processes. The standard was first published in 2005 and has since been updated to reflect changes in the ITSM landscape. ISO/IEC 20000 is important for ITSM because it provides a framework for organizations to effectively manage their IT services and meet the needs of their customers. The standard helps organizations to: Align IT services with business objectives: ISO/IEC 20000 requires organizations to understand their customers' needs and align their IT services with their business objectives. Improve service quality: The standard specifies requirements for ITSM processes such as incident management, problem management, change management, and service level management, which help organizations to improve the quality of their IT services. Increase customer satisfaction: By aligning IT services with business objectives and improving service quality, ISO/IEC 20000 can help organizations to increase customer satisfaction. Achieve operational efficiency: The standard promotes the use of standardized processes and procedures, which can help organizations to achieve operational efficiency and reduce costs.

The structure of this exam comprise of multiple choice questions and it takes 60 to 90 minutes to complete this course exam.

It takes three to five days to complete this course.