Book Course

ISO 20000 Foundation


ISO 20000 Foundation

The Foundation certification covers the knowledge required to gain an understanding of the content and requirements of the international standard ISO/IEC 20000: IT Service Management. Other available levels of certification cover more advanced knowledge and application of the standard.

This qualification is the first level of the ISO/IEC 20000 certification scheme provided by IPCert, and is aimed at anyone working within a service provider organisation (internally or externally) who may require to have and demonstrate a solid knowledge and understanding of the ISO/IEC 20000 standard and its content. The certification can also cater for candidates seeking personal certification, regarding their knowledge and understanding of the requirements and the content of the standard. This qualification will provide the Foundation level of knowledge to its holders and will certify that they have a solid understanding of the standard and its content.

Who should attend?

Staff working within an IT service provider organization who require a basic understanding of the standard, Staff working within service providers who are already certified to ISO IEC 20000 or those considering its implementation.

Learning objectives

  • Understand the elements and operations of a service management system and its principal processes.
  • Acknowledge the correlation between ISO/IEC 20000 and other standards and regulatory frameworks.
  • Understand the approaches, methods and techniques used for the implementation and management of an SMS.


Introduction to IT Service Management

The Service Management System (SMS)

Service Design and Transition

The service delivery processes and their relationships

The relationship processes and their relationships

The resolution processes and their relationships

The control processes and their relationships

Prerequisites None