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.

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


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. Once we have received your request and payment, you will receive an email with instructions on how to access your training material via PECB’s KATE application. If you prefer to get a printed book shipped to you, contact us and we can arrange that for an additional cost. When you are ready, you will receive a voucher for the exam and instructions on how to set-up the online exam. Contact us with any questions.

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