About ISO/IEC 20000 Foundation

This training covers the knowledge required to gain an understanding of the content and requirements of the international standard ISO/IEC 20000: IT Service Management.

Who can take this training?

This course will provide:
 Service owners, process owners and other service management staff with an awareness of and familiarity with the ISO/IEC 20000 standard
 Individuals with the necessary knowledge to assess the relevance and importance of the ISO/IEC 20000 standard to the service management activities within their own organization
 Managers and team leaders with a knowledge of a typical ISO/IEC 20000 IT service management system
 Internal auditors, process owners, process reviewers and assessors with a good knowledge of the ISO/IEC 20000 standard, its contents and justification of the need for internal reviews, assessments and audits
 Evidence that delegates have achieved a foundation level of knowledge of the ISO/IEC 20000 standard


The qualification is aimed at staff in internal and external service provider organizations who require knowledge and understanding of the ISO/IEC 20000 standard and its content

Course Outline

Understanding ISO/IEC 20000 scope, purpose and use

  • “Shall” and “Should” statements
  • Principles of a service management system
  • ISO/IEC 20000 relationships with ITIL and other standards and approaches

Understanding ISO/IEC 20000 management system requirements

  • Objectives of the management system
  • Responsibilities of management
  • Document requirements
  • Staff competence, awareness and training

Understanding ISO/IEC 20000 service management process requirements

  • Planning and implementing new or changed services
  • Service Delivery processes
  • Relationship processes
  • Resolution processes
  • Control and Release processes

Adopting the Plan, Do, Check, Act cycle to improve service

  • Planning, Implementing and Improving IT service management to meet the ISO/IEC 20000 standard
  • Applicability, scoping requirement and Scope Statements
  • Plan-do-check-act methodology and its application to service management

Review, assessment and audit of ISO/IEC 20000 activities

  • Types of reviews, assessments and audits required by the standard
  • Techniques and approaches that can be used for them
  • What is involved with an external audit

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