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ISO/IEC 20000 Foundation - 3 days

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.

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.


Learning Objectives

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.

Holders of the ISO/IEC 20000 Foundation Certificate will be able to demonstrate their competence in, and their ability to:
- 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 Content

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

Exams & Certification

ISO/IEC 20000 Foundation Certificate . The exam will be scheduled to run at 15:00 on Day 3 and all exam costs are included within the course fee.

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Virtual Classroom

Virtual classrooms provide all the benefits of attending a classroom course without the need to arrange travel and accomodation. Please note that virtual courses are attended in real-time, commencing on a specified date.

Virtual Course Dates

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