Length: 2 days

Course Description:

The ISO/IEC 20000 Foundation training course is designed to provide knowledge of what a service management system is and the minimum requirements that service providers should aspire to, within the context of ISO/IEC 20000. The certification exam will test the capability of the candidate to “recognize” and “understand” the ISO/IEC 20000 concepts that are explained.

Some of the main differences are as follows:

  • closer alignment to ISO 9001
  • closer alignment to ISO/IEC 27001
  • change of terminology to reflect international usage
  • clarification of the requirements for the governance of processes operated by other parties
  • clarification of the requirements for defining the scope of the SMS
  • clarification that the PDCA methodology applies to the SMS, including the service management processes, and the services
  • introduction of new requirements for the design and transition of new or changed services

Students who have attended this course are suitably prepared to successfully take the associated ISO/IEC 20000 Foundation certification test which is one of the possible pre-requisites for the Practitioner qualification.

Course and Learning Objectives:
At the end of this course the student will be able to understand the scope, objectives and high level requirements of the ISO/IEC 20000 standard, how it is used in a typical IT service provider organization, together with the main elements of the certification process.

Specifically, the student will understand:

  • Understanding the definitions and principles of service management
  • Understanding the position of ISO/IEC 20000 in the service management landscape
  • Establishing and improving the service management system
  • The design and transition of new or changed services process
  • The service delivery processes
  • The relationship processes
  • The resolution processes
  • The control processes
  • The path to ISO/IEC 20000 certification

Course Approach:
Participants will learn the principles and core elements of the ISO/IEC 20000 standard for IT Service Management. An interactive approach is used combining lecture, discussion and handouts to prepare participants for the ISO/IEC 20000 Foundation certification exam.

Course Student Material:
Students will receive a ISO/IEC 20000 Foundation classroom workbook containing all of the presentation materials, course notes and sample exams.

Reference Materials:
Additional reference materials are not required for this course.

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts is recommended.

Target Audience:

The target audience includes individuals working in the service providers’ industry, who play a role or have an interest in learning the fundamentals of providing quality services and the management of services based on ISO/IEC 20000 whether or not organizational certification is pursued.

The ISO/IEC 20000 Foundation Certificate is a prerequisite for the other qualifications within the qualification scheme of becoming Practitioner or Auditor certified.