itSMF officially supports the ISO/IEC 20000 program


The itSMF UK, EXIN and TÜV SÜD Akademie have reached an agreement on cooperating in the qualification of professionals in IT Service Management according to the international standard ISO/IEC 20000. The agreement involves itSMF recognition of the Foundation certificate of the EXIN/TÜV SÜD Akademie programme as covering the required basic knowledge and understanding of IT Service Management according to ISO/IEC 20000.
The itSMF UK has been a pioneer in formalising the certification of companies according to the ISO/IEC 20000 standard for IT Service Management and has now certified over 440 organisations world wide. Supporting this certification scheme the itSMF UK developed a qualification programme to guide auditors and consultants into the application of the standard.
EXIN and TÜV SÜD Akademie have jointly developed their role based qualification program for IT Service Management according to ISO/IEC 20000, offering a full range of qualifications for IT Service Management professionals. The new program focuses on the contribution of the people performing, on a daily basis, the activities required for the quality of IT services and processes. It aims at providing all the required knowledge and skills for example to become a process specialist, a consultant, a manager or an auditor.
The training for the itSMF Consultant certificate has always had a pre-requisite of an ITIL Foundation certificate or equivalent and this Foundation qualification becoming part of the itSMF recognised qualifications gives the students another route which they could take. Also the itSMF qualification certificates will provide side entries into the EXIN/TÜV SÜD Akademie programme.
The cooperation of EXIN, TÜV SÜD Akademie and us, the main players in the ISO/IEC 20000 qualification arena is welcomed by Jenny Dugmore, convenor of the ISO committee responsible for the ISO/IEC 20000 standard. "I am very pleased that the high quality program in ITSM according to ISO/IEC 20000 is now accepted by the representatives of the IT Service Management community", she said. "This will certainly help to promote a quality oriented approach to IT Service Management which the ISO/IEC 20000 standard was aiming for."Jenny Dugmore is also one of the members of the international committee of experts TÜV SÜD Akademie and EXIN installed to manage the development process of the qualification program. Such a committee is one of the requirements for accreditation of the qualification program according to the ISO/IEC 17024 standard.
"The ISO/IEC 17024 certification we achieved for our program means recognition of the way we developed and manage the scheme", according to Renate Eberle director of TÜV SÜD Akademie and chair of the ITSM program committee. Although EXIN and TÜV SÜD Akademie had few doubts about this, the support of the itSMF is regarded as proof of the quality of the program. "Because of the excellent work of the international committee of experts we were confident about the opinion of their colleagues from the itSMF side", says Joep van Nieuwstadt, director of EXIN.
Earlier the IT Service Management according to ISO/IEC 20000 qualification program of EXIN and TÜV SÜD Akademie already obtained the Innovation Award 2008 from the itSMF Netherlands Chapter. The program presents IT Service Management in a new way, focussing on basic principles in line with the ISO/IEC 20000 standard. This quality approach towards IT Service Management is to support practitioners in navigating the extensive best practice guidance provided by the various approaches and frameworks for service management. Hence the logo of the qualification program: a navigating eye.
"We will fully support this qualification programme", says Keith Aldis the CEO from itSMF UK. "We will promote this as we will promote our own".
Outline of the qualification program
Today we rely heavily on IT services for supporting our business. For many organisations the supply of IT Services is their business. Clients demand high quality of IT services, and shareholders demand high return on their investments. Governing and managing the quality of IT services has thus become a key business driver for any type of organisation, whether large or small, a private company or an organisation in the public sector.
ISO/IEC 20000, the international, independent, standard for quality in IT Service Management, is an excellent tool to reach and maintain the required quality level of IT Services and to step up to the next maturity level of IT Service Management. However its success depends on experienced and qualified IT professionals who understand the true meaning of ISO/IEC 20000 and who know how to use the standard to support business goals. Professionals, who have been trained for management and operational activities, to build, implement and maintain an overall IT Service Management System that meets the international ISO/IEC 20000 quality requirements. It is the people who will bring IT Service Management to life.
The qualification programme is based on job roles and competencies, since that is what IT professionals need in practice. Practical Assignments are part of all the training courses except for the Foundation, to stimulate the pragmatic approach in using the guidance of ISO/IEC 20000 and to provide the attendees with opportunities to practice and prove their professional competencies. The ITSM according to ISO/IEC 20000 programme consists of three levels of certificates. As detailed in the diagram:
For additional information and full details on the joint EXIN/TÜV SÜD Akademie qualification program IT Service Management according to ISO/IEC 20000, please visit EXIN ( or TÜV SÜD Akademie ( or contact EXIN: or TÜV SÜD Akademie:
For information about the ISO/IEC 20000 certification program of itSMF-UK visit, or contact itSMF-UK: