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ISO/IEC 20000 Foundation

Certify your ability to:

Understand the relationship between ISO/IEC 20000 standard and ITSM and use best practices in ITSM to apply appropriate methods within an organization.

Understand, identify and explain the potential issues regarding applicability, eligibility and scoping to assist in certification readiness assessment and certification audits as well as advising on the implementation of continual improvement processes.

ISO/IEC 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.

Who is Foundation for? 

Staff working within a service provider organisation that requires a basic understanding of the standard.  It is equally relevant for those working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.

The benefits of training with us

  • OFFICIAL APMG Accredited course
  • Includes APMG accredited course material and exam (ISO/IEC 20000 part 1 (2018) is provided
  • High pass rates
  • Excellent prices include the exam (where applicable) – NO hidden extras
  • Superior venues with lunch and refreshments provided
  • Courses delivered by globally recognised Training instructors
  • Post course support

Select specific date to see price, venue and full details.

Course Content

What are the key things you will learn? 

  • The fundamental requirements for an SMS and the need for continual improvement.
  • The processes, their objectives and high level requirements.
  • Applicability and scope definition requirement.
  • The purpose of internal and external audits, their operation and the associated terminology.
  • The relationship with best practices, ITIL®  , and related standards, ISO 9001 and ISO/IEC 27001.

Exams & Certification

Exam format :

Multiple choice

    40 questions per paper

    26 marks required to pass (out of 40 available) - 65%

    60 minutes duration

    Closed book

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