ISO 20000 Foundation

About The Course

ISO 20000 Foundation

ISO 20000 Foundation, a two-day course designed to engage the participants in learning about the best practices for implementing and managing a Service Management System as specified in ISO/IEC 20000-1. The participant will also gain the understanding of implementing the best practices for the Service Management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes.

Course Details

Learning Methods

On-site Training

On-site training will require you to travel to the city the training is held in and may require accommodations. It gives you the advantage to be in the class with other participants and ask questions as needed as well as seek the advice of the trainer when you require help in understanding the topic. You will also be able to take the exam after finishing the training classes which is included in the cost.

Self Study

Self-Study is an excellent opportunity for those that don’t have the time to travel and can work on their own. You get all the materials shipped to you after paying for the course and study it at your own pace in the comfort of your own home or the library. When ready, let us know, and we can book your certification exam in your area. The invigilator may add some extra cost. Contact us with any questions.

Virtual Classroom

The Virtual Classroom is a good option if you prefer to get live training from an experienced and PECB certified trainer but are unable to travel to other locations. We will set the dates and times, and you will log in to the web meeting using the provided link. You will be able to ask questions during class just as if you would be on-site. If the course you are taking, requires an exam you can take it any time after the class, but you will have to get an invigilator in your area which is not included in the course cost. We will be glad to assist with the search if needed. Click the provided button to get more information or call us directly.

If you are an organization looking to train several employees to be certified, please contact us directly for a quote.

Day 1
Introduction to Service Management System (SMS) concepts as required by ISO 20000
  • Introduction to the ISO 20000 family of standards
  • Introduction to management systems and the process approach
  • Fundamental principles in Service Management
  • General requirements presentation of ISO/IEC 20000-1 clauses
  • Implementation phases of the ISO/IEC 20000 framework
  • Continual improvement of IT management
  • Conducting an ISO/IEC 20000-1 certification audit
Day 2
Implementing the Service Management processes based on ISO 20000 and Certification Exam
  • Planning and implementing change management
  • Supplier management
  • Relationship management
  • Problem management
  • Release management
  • Certified ISO/IEC 20000 Foundation exam


Who Should Attend?
  • Members of an Information Technology Service team
    • IT professionals wanting to gain a comprehensive knowledge of the main processes of an Information Technology Service Management System (ITSMS)
      • Staff involved in the implementation of the ISO 20000 standard
        • Technicians involved in operations related to an ITSMS
          • Auditors
Learning Objectives
  • To understand the implementation of an Information Technology Service Management System in accordance with ISO20000
  • To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
  • To know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL
  • To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an Information Technology Service Management System
  • To acquire the necessary expertise to contribute in implementing an Information Technology Service Management System (ITSMS) as specified in ISO 20000


Course Dates and Venues
Date Time Location Learning Mode Price
Self-Study $845.00
Virtual Classes $999.00
TBD TBD TBD On-site Training $1499.00

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