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ISO 20000 Foundation (Service Management System)

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The requirements for the ISO/IEC 20000-1 international standard include the design, transition, delivery and improvement of services that fulfill service requirements and provide value for both the customer and the service provider. Using the Plan, Do, Check, Act approach, the international standard requires an integrated approach for establishing, implementing, operating and improving a service management system (SMS). (Source: ISO/IEC 20000-1.)

This three-day foundation-level course was designed to introduce participants to the purpose, scope and contents of the international standard, as well as prepare them for the ISO 20000 Foundation certification examination at the end of the course.

The course is delivered in conjunction with our partner TCIC Global Certification Ltd., a certification body (CB), training organization (TO) and examination institute (EI) for ISO 27001, ISO 20000 and ISO 22301, with global presence and recognition for its professional services, and also, an accredited training organization (ATO) and registered certification body (RCB) with APM Group for ISO 20000.

Learning Objectives

At the end of this course, participants will be able to:

  • Understand the purpose, objectives and scope of ISO 20000
  • Recognize the value in using the PDCA approach for implementing the international standard
  • Understand the contents including all the clauses in the standard
  • Be prepared for the ISO 20000 Foundation examination.


Who Should Attend

This course is appropriate for:

  • Chief Information Officers
  • Heads of IT Service Management, or Unit Heads within the IT Department
  • Service Desk and Call Center Managers, Supervisors and Staff
  • Anyone involved with the delivery of IT services or other business services
  • Anyone with responsibility for overseeing the operations of information technology departments
  • Anyone with the responsibility of auditing information technology departments



There is no prerequisite for this course but practical experience in an IT Department will enhance learning.


ISO 20000 Foundation Examination consists of forty multiple choice questions and delegates required 65% to pass.


You will receive a course binder containing copies of presentation slides, case studies, exercises and suggested solutions.

What You Will Learn

  • Introductions, background to ISO 20000
  • The ISO 20000 certification scheme overview
  • ISO 20000 Overview – terminology, processes and objectives
  • ISO 20000: Part 1 in detail
  • ISO 20000: Part 2 overview
  • ISO 20000 scoping introduction
  • ISO 20000 internal audit introduction
  • APMG Examination (1 hour multiple choice)

course info

Course ID: SO-6200
Course Level: Beginner
Duration: 3 days

upcoming sessions

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PMI Talent TriangleThe following table provides the breakdown of the professional development units (PDUs) for this course aligned with the PMI Talent TriangleTM.

  Tech. Ldrshp. Strat. & Bus.
PMP 7 0 14
PgMP 7 0 14
PfMP 0 0 14
PMI-ACP 0 0 14
PMI-SP 0 0 14
PMI-RMP 1 0 14
PMI-PBA 0 0 14

The three columns in the above table are Technical Project Management, Leadership, and Strategic & Business Management.

Other Credits

Other professional (re)certification credits are available, including:

  • Certified Business Analyst Professionals (CBAPs) earn 21CDUs (Category 2B)
  • Certified Software Quality Engineers (CSQEs) earn 3 RU
  • CIPS Information Systems Professionals (ISPs) earn 21 Learning Credits
  • CIPS Information Technology Certified Professional (ITCPs) earn 21 Learning Credits