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ISO/IEC 20000 Foundation Certificate Training Course

ISO/IEC 20000 Foundation Certificate Training Course

SKU: 3155
This 3-day course covers the knowledge required to gain an understanding of the content and requirements of the international standard ISO/IEC 20000: IT Service Management. 

How to Book:

Simply book online to receive your booking confirmation and full joining instructions within 48 hours. We accept purchase orders from local authorities, government departments and other public-sector organisations, and will consider account facilities for large corporate customers. See our payment options page for details.

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Course Locations

London E1W
Price: £760.00
ex vat
call to book via purchase order


This qualification covers the knowledge required to gain an understanding of the content and requirements of the international standard ISO/IEC 20000: IT Service Management.

Who is this course suitable for?

This course will provide:

  • Service owners, process owners and other service management staff with an awareness of and familiarity with the ISO/IEC 20000 standard
  • Individuals with the necessary knowledge to assess the relevance and importance of the ISO/IEC 20000 standard to the service management activities within their own organisation
  • Managers and team leaders with a knowledge of a typical ISO/IEC 20000 IT service management system
  • Internal auditors, process owners, process reviewers and assessors with a good knowledge of the ISO/IEC 20000 standard, its contents and justification of the need for internal reviews, assessments and audits
  • Evidence that delegates have achieved a foundation level of knowledge of the ISO/IEC 20000 standard


What does this course cover

During the course, you will learn:

  • Describe the scope, aims and use of the ISO/IEC 20000 Specification and Code of Practice through an understanding of the roles of the component parts of the standard
  • Explain their understanding of the integrated approach to maintaining IT service management systems and processes that conform with ISO/IEC 20000 certification
  • Describe the scoping and eligibility requirements and options to achieve certification
  • Understand and describe the requirements of the IT service management system and the Plan, Do, Check Act cycle
  • Understand and describe the objectives and requirements of each section of the ISO/IEC 20000 -1 Specification
  • Recognise and describe the need to (Plan and implement IT service management processes; Report on the IT services and major metrics of the IT Service Management processes; Schedule and conduct regular reviews, assessments and audits; Plan and prepare for an ISO/IEC 20000 audit; Plan for continual service improvement)
  • Explain how assessments, reviews and internal audits of IT Service Management systems against the requirements of the standard are used


Course Outline

Understanding ISO/IEC 20000 scope, purpose and use

  • “Shall” and “Should” statements
  • Principles of a service management system
  • ISO/IEC 20000 relationships with ITIL and other standards and approaches

Understanding ISO/IEC 20000 management system requirements

  • Objectives of the management system
  • Responsibilities of management
  • Document requirements
  • Staff competence, awareness and training

Understanding ISO/IEC 20000 service management process requirements

  • Planning and implementing new or changed services
  • Service Delivery processes
  • Relationship processes
  • Resolution processes
  • Control and Release processes

Adopting the Plan, Do, Check, Act cycle to improve service

  • Planning, Implementing and Improving IT service management to meet the ISO/IEC 20000 standard
  • Applicability, scoping requirement and Scope Statements
  • Plan-do-check-act methodology and its application to service management

Review, assessment and audit of ISO/IEC 20000 activities

  • Types of reviews, assessments and audits required by the standard
  • Techniques and approaches that can be used for them
  • What is involved with an external audit
  • A printed copy of the PDF document ISO/IEC 20000-1:2005 will be supplied to all delegates at the beginning of the course.
  • The ISEB ISO/IEC 20000 Foundation Certificate . The exam will be scheduled to run at 15:00 on Day 3 and all exam costs will be included within the course fee. Successful completion of the exam gives the candidate ISEB ISO/IEC 20000 Foundation Certification.


Are there entry requirements?

The qualification is aimed at staff in internal and external service provider organisations who require knowledge and understanding of the ISO/IEC 20000 standard and its content


Additional Information

NOTE: This is a Foundation level qualification and does not provide the advanced level of knowledge for external auditors, consultants or those responsible for managing implementation of the standard in a service provider organization.

Please be aware, this course also provides 21 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification


What's included?

Our package includes lunch and refreshments, and full course materials, as described above.

Although the course is non-residential, we offer help finding appropriate hotels, close to the training venue. To take advantage of this offer, drop us an email after you book your course.

Customer Reviews

(5.00)stars out of 5
# of Ratings: 1
1. on 17/05/2013, said:
5 stars out of 5
Provided me with a great foundation and understanding of how to apply the standard.
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