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IT Service Management
ISO 20000 Foundation Certification Training Course
ISO 20000 Foundation
ISO/IEC 20000 Foundation

ISO 20000 Foundation Certification Training Course

 

ISO/IEC 20000 Foundation training course presents the basic concepts of service management and the requirements of ISO/IEC 20000-1 for a service management system (SMS). In this training course you will learn about the various aspects of an SMS, including the context of the organization, top management involvement and activities, planning and resources for the SMS, controls and measures for service delivery activities, performance evaluations, and continual improvement activities. 

Last updated Apr 2025
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Course Fee -
$ 999
Buy Now
*taxes may applicable
Training By
Knowlathon
Certificate By
TUV Rheinland
Duration
8 hours
Learning Aids
Yes
Practice Exam
Yes
LMS Access
Yes
K-Prime Warranty
Yes

 

Target Audience ISO/IEC 20000 Foundation Certification  

 

The ISO/IEC 20000 Foundation training course is intended for: 

  • Managers and consultants seeking to acquaint themselves with ISO/IEC 20000-1 requirements for an SMS 

  • Personnel responsible for managing, maintaining, and improving services and service delivery capabilities 

  • Aspiring professionals seeking knowledge about basic concepts of service management 

  • Members of SMS implementation and operation teams 

  • Individuals wishing to pursue a career in service management

 

Pre-requisites of ISO/IEC 20000 Foundation Certification 

ISO/IEC 20000 Foundation Exam and Certification Information  

 

Number of Questions: 40 (Multiple Choice)  

Pass mark: 65%  

Open book: No  

Electronic equipment allowed: No  

Level: Foundation  

Languages: English, Japanese, Portuguese, Spanish  




ISO/IEC 20000 Foundation Certification Journey

Course Outline

Introduction to IT Service Management 

1.1 Core Concepts of IT Service Management 

  • Explain how “Adapt and Adopt” is used within service management. 
  • Explain the difference between an IT service and non-IT services. 
  • Describe the value of service management.  
  • Describe the principles of continual improvement. 

 

   1.2 Core Concepts Surrounding ISO/IEC 20000-1:2018 

  • Identify the purpose and benefits of ISO/IEC 20000. 
  • Describe what a service management system is. 
  • Describe how management system standards (MSSs) are designed to allow organizations to integrate multiple MSSs.  
Service Management System (SMS)

2.1 Critical Elements of a Service Management System 

  • Explain how the organization and interested parties impact the SMS. 
  • Describe the importance of understanding organizational risks and opportunities. 
  • Describe the service management objectives. 
  • Outline the leadership responsibilities. 
  • Define general governance principles. 
  • Describe importance of documentation and basic requirements for documentation. 
  • Describe the requirements for resource management. 

 

  2.2 Core Concepts of the Service Management System  

  • Describe the key principles of producing and implementing a service  
  • Management system. 
  • outline the requirements for designing, building and transitioning new or changed services. 
  • Describe the requirements for monitoring, measuring, analysis, evaluation and improving the SMS and services.  
  • Describe the continual improvement activities for the SMS and services. 
The Operation of the Service Management System

3.1 Service Portfolio Processes (Service Catalog Management, Asset Management, Configuration Management) 

  • Describe the objectives and service requirements. 
  • Explain the activities and practical application for each process. 

 

  3.2 Relationship and Agreement Processes (Business Relationship Management, Service Level Management, Supplier Management)  

  • Describe the objectives and service requirements. 
  • Explain the activities and practical application of each process. 

 

  3.3 Supply and Demand Processes (Budgeting and Accounting for Services, Demand Management, Capacity Management)  

  • Describe the objectives and service requirements. 
  • Explain the activities and practical application of each process. 

 

  3.4 Service Design, Build and Transition Processes (Change Management, Release and Deployment Management)  

  • Describe the objectives and service requirements. 
  • Explain the activities and practical application of each process. 

 

  3.5 Resolution and Fulfilment Processes (Incident Management, Service Request Management, Problem Management) 

  • Describe the objectives and service requirements. 
  • Explain the activities and practical application of each process.  

 

  3.6 Service Assurance Processes (Service Availability Management, Service Continuity Management, Information Security Management)  

  • Describe the objectives and service requirements. 
  • Explain the activities and practical application of each process. 

Frequently Asked Questions.

Is ISO 20000 Foundation certification right for my career?

If you're beginning your career in IT service management, working in a role that supports IT service delivery, or simply need to understand how IT services are managed according to global standards, the ISO 20000 Foundation certification is a great fit. It offers a solid foundation of knowledge that is applicable across different IT roles and industries, helping you to gain a fundamental understanding of IT service management principles.

How does ISO 20000 Foundation compare to other IT certifications?

Unlike other certifications that may focus on specific technologies or delve deeply into individual ITIL processes, ISO 20000 Foundation offers a more comprehensive view of the management system framework for IT services. It focuses on the "what" and "why" of IT service management (ITSM) requirements, providing a broader context for how processes and technologies should be managed to meet organizational objectives and enhance customer satisfaction.

Can I take the ISO 20000 Foundation certification online?

Yes, numerous accredited training providers offer online courses for the ISO 20000 Foundation certification. These online programs provide flexibility, allowing you to learn at your own pace and on a schedule that suits you, which is especially convenient for working professionals. The certification exam may also be available online through proctored sessions, although this may vary depending on the certification body and training provider.

How can ISO 20000 Foundation help my organization?

Even if you're the only one in your team with the ISO 20000 Foundation certification, your knowledge of the ISO 20000 framework can play a key role in fostering a culture of structured IT service management within your organization. You can contribute to service improvement initiatives, process implementation, and ensuring that IT services are aligned with business objectives, potentially leading to the organization achieving full ISO 20000 certification in the future.

If I am already ITIL certified, do I still need ISO 20000 Foundation?

While ITIL offers an in-depth focus on ITSM processes, ISO 20000 emphasizes the management system aspect and offers a framework for ensuring consistent, effective service delivery. The ISO 20000 Foundation certification can enhance your ITIL knowledge by providing a standard-based perspective on managing IT services. It also prepares you for roles that involve ITSMS audits and compliance, complementing your existing ITIL expertise.

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