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ISO/IEC 20000 Foundation: IT service management
Your IT services should be organised around needs and agreed commitments. Explore ISO/IEC 20000 to connect IT service principles with situations in your organisation. Develop a shared language with specialists and reference points for contributing to a structured approach.
- Duration
- 2 days 14 hours
- Code
- ISO20000F Code
- Certification
- ISO/IEC 20000: IT service management Certification
Accredited training for the ISO/IEC 20000: IT service management certification.
Presentation
ISO/IEC 20000 was the first standard published to provide a framework for IT service management. Planning, design, transition, implementation and improvement are requirements that every service provider must address in its IT service management system (ITSMS). Divided into 5 parts, ISO/IEC 20000 provides IT professionals with effective methods to improve the quality of services they offer to both internal and external customers.
This ISO/IEC 20000 Foundation course introduces the fundamentals needed to implement and manage an IT service management system in accordance with the standard's requirements. You will explore the different components of a service management system (SMS), including establishing a policy, creating processes, measuring performance, conducting internal audits and management reviews, and establishing a continual improvement process.
By the end of the course, you will be ready to take the PECB certification exam. Passing it will enable you to receive the PECB Certified ISO/IEC 20000 Foundation credential. This first level of certification demonstrates your understanding of the basic methods, requirements, standard and management procedures.
Objectives
By the end of the ISO 20000 Foundation course, you will achieve the following objectives:
- understand and describe the components and operation of an IT service management system and its key processes;
- understand the relationships between ISO/IEC 20000 and other related standards;
- develop a sound understanding of clauses 7 to 10 of ISO/IEC 20000-1:2018;
- understand the tools and methods used to implement and manage an ITSMS;
- pass the ISO 20000 Foundation exam and obtain your PECB Certified ISO/IEC 20000 Foundation credential.
Program
Day 1: fundamentals
- Introduction to service management concepts and the IT service management system (ITSMS) as defined by ISO 20000.
- Understanding clauses 4 to 6 of ISO/IEC 20000-1:2018.
Day 2: requirements
- Implementing ITSMS requirements in accordance with ISO 20000.
- Understanding clauses 7 to 10 of ISO/IEC 20000-1:2018.
Final half-day:
- Take the ISO 20000 Foundation certification exam (duration: 1 hour).
Please note: the exam and PECB ISO/IEC 20000 Foundation course materials are available in English and French.
Audience
This course is intended for:
- IT professionals who will be involved in IT service management;
- anyone wishing to become familiar with the key processes of an IT service management system;
- anyone considering a career in IT service management.
Prerequisites
There are no prerequisites for the ISO 20000 Foundation course.
Teaching and assessment methods
- Initial skills assessment
- Training materials provided to participants
- Continuous assessment throughout the course
- End-of-course feedback questionnaire
- Combination of theory and practical application
- Attendance records
- Post-course follow-up evaluation
- Quiz / multiple-choice questions
- Case study
Course highlights
Practical work based on real cases with 200 pages of documentation; 14 CPD credits; PECB certification exam included in the course price; a free retake within 12 months if you do not pass.
Dates and sessions
Choose the date and delivery format that suit you.
No upcoming sessions are currently available.
Training content provided in partnership with PECB