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ISO/IEC 20000 Foundation - 2 days

This 2 day certification course provides a valuable start point for those who will help organisations develop and maintain best practice IT systems.

  • Provides a practical understanding of IT Service Management founded on a Quality approach.
  • Prepares students to pass EXIN “ITSM based on ISK20K Foundation” examination, allowing entry to further EXIN and external certifications.
  • Instructors are active practitioners of ISO20000 and ITIL, draw on in-depth hands-on experience, provide real-life examples and are passionate. In most cases, the Instructors were themselves trained by the original pioneers of ISO20000 and ITIL

Options include weekend courses which can be especially attractive to contractors concerned to avoid fee earning days. 

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Course Content

  • Quality approach to ITSM
  • IT services and quality
  • Quality management system
  • The process-based approach
  • Understanding continual improvement
  • Principle of the PDCA cycle
  • Maturity models
  • Capability assessments
  • Planning and implementing service management
  • Quality specifications and Best Practices for
  • Control of IT Services
  • Alignment of IT and the Business
  • Delivery of IT Services
  • Support of IT Services
  • Management and Improvement of ITSM processes
  • Process Approach
  • RACI
  • Roles and Responsibilities
  • Standards and Frameworks
  • ISO 20000 “Shall Dos”
  • ITIL 2011
  • CMMI, CobiT, Six Sigma

Exams & Certification

The exam is included and is taken on the final afternoon.

Format - 1 hour; 40 multiple choice questions.

Course and Exam are English language. Extra exam time allowed if English not the candidate’s first language.

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