ISO/IEC 20000 Foundation
Course Overview
The PECB Certified ISO/IEC 20000 Foundation training course presents the basic concepts of service management and the requirements of ISO/IEC 20000-1 for a service management system (SMS). In this training course, you will learn about the various aspects of an SMS, including the context of the organization, top management involvement and activities, planning and resources for the SMS, controls and measures for service delivery activities, performance evaluations, and continual improvement activities.
After completing the training course, you can sit for the exam. If you successfully pass the exam, you can apply for the “PECB Certificate Holder in ISO/IEC 20000 Foundation” certificate. An internationally recognized “PECB ISO/IEC 20000 Foundation” certificate demonstrates that you have an overall knowledge of ISO/IEC 20000-1 requirements for an SMS and allows you to be part of SMS implementation projects.
Learning objectives
By participating in this training course, you will:
- Understand the basic service management concepts, definitions, and approaches
- Get acquainted with the ISO/IEC 20000-1 requirements for a service management system
- Develop a general understanding of how an organization can meet the requirements of ISO/IEC 20000-1
Educational approach
The training course is participant-centered and contains:
- Lecture sessions illustrated with graphics, examples, and discussions
- Interactions between participants through questions and suggestions
- Quizzes with a similar structure to the certificate exam
Prerequisites
There are no prerequisites to participate in this training course.
Target Audience
Schedule Dates
Course Content
- Introduction to service management concepts, SMS, and clauses 4-6 of ISO/IEC 20000-1
- Clauses 7-10 of ISO/IEC 20000-1 and certificate exam
FAQs
This course provides an introduction to the ISO/IEC 20000 standard, focusing on the fundamentals of IT Service Management (ITSM) and best practices for delivering high-quality IT services aligned with business needs.
Unlike intermediate or lead-level ITSM certifications, the Foundation course focuses on understanding concepts and principles, rather than auditing, leading, or implementing ITSM systems.
Yes, it introduces key processes such as service design, service transition, service delivery, incident management, problem management, change management, and continual improvement.
No prior certification is required; however, basic knowledge of IT operations, ITIL, or service management concepts is advantageous.
It ensures staff understand IT service management standards, supporting the efficient, consistent, and high-quality delivery of IT services, aligned with business objectives.
ISO/IEC 20000 complements ITIL by providing a formal standard for IT service management, while ITIL provides best practices and guidance for practical application.
Flexible Training Options to Meet Your Needs
We know the importance of flexibility in the success of learning and professional development. This is the reason CounselTrain provides a variety of delivery options for all IT training offered in the UAE to ensure access and convenience for each learner.
Select the method that best suits your needs.
