The requirements for the ISO/IEC 20000 international standard encompass the design, transition, delivery, and continuous improvement of services that meet service requirements and provide value to both customers and service providers. The standard employs the Plan, Do, Check, Act (PDCA) methodology, the standard mandates an integrated approach to establishing, implementing, operating, and enhancing a Service Management System (SMS) (Source: ISO/IEC 20000-1).

This three-day Foundation-level course is designed to introduce delegates to the purpose, scope, and detailed contents of the ISO/IEC 20000 standard, equipping them with the knowledge needed to implement the standard’s requirements effectively. Participants will explore the standard’s framework comprehensively, gaining insights into how it supports the design, transition, delivery, and improvement of services. The course emphasizes the importance of the PDCA cycle in fostering a systematic and ongoing enhancement of service management practices.

In addition to theoretical knowledge, the course prepares delegates for the ISO/IEC 20000 Foundation certification examination, ensuring they have a thorough understanding of the standard’s application and can confidently apply their learning in real-world scenarios.

By the end of the course, delegates will be well-prepared not only to take the ISO/IEC 20000 Foundation certification examination but also to contribute to their organization’s service management excellence, enhancing the quality and efficiency of service delivery in alignment with international standards.

The course is delivered in conjunction with our partner, TCIC, a Canadian certification body (CB), training organization (TO) and examination institute (EI) renowned for its expertise in ISO/IEC 27001, ISO/IEC 20000-1 and ISO/IEC 22301, with global presence and recognition for its professional services, and also, a registered accredited training provider with APM Group for ISO/IEC 20000. 

LEARNING OBJECTIVES: 
This three-day course will enable participants to: 

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

WHO SHOULD ATTEND
The IISO/IEC 20000 Foundation course is suitable for: 

• • Chief Information Officers. 
  • Head IT Service Management, Unit Heads with IT Department. 
  • Service Desk and Call Center Manager, Supervisor 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.

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

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

RELATED COURSES OF INTEREST 

• ITIL Foundation. 
• ISO/IEC 20000 Practitioner.

ISO 2000 FOUNDATION CERTIFICATION EXAMINATION
ISO 20000 Foundation Examination consists of forty multiple choice questions and delegates required 65% to pass. 

WHAT YOU WILL LEARN 

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