ISO 20000 Foundation Certification Trainning

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IT Service Management

ISO 20000:2018 Foundation

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.

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Last updated Jan 2025

Course Fee -

$ 999

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Training By

Knowlathon

Certificate By

TUV Rheinland

Duration

8 hours

Learning Aids

Yes

Practice Exam

Yes

LMS Access

Yes

K-Prime Warranty

Yes

Target Audience ISO/IEC 20000 Foundation Certification

The ISO/IEC 20000 Foundation training course is intended for:

Managers and consultants seeking to acquaint themselves with ISO/IEC 20000-1 requirements for an SMS
Personnel responsible for managing, maintaining, and improving services and service delivery capabilities
Aspiring professionals seeking knowledge about basic concepts of service management
Members of SMS implementation and operation teams
Individuals wishing to pursue a career in service management

Pre-requisites of ISO/IEC 20000 Foundation Certification

ISO/IEC 20000 Foundation Exam and Certification Information

Number of Questions: 40 (Multiple Choice) 

Pass mark: 65% 

Open book: No 

Electronic equipment allowed: No 

Level: Foundation 

Languages: English, Japanese, Portuguese, Spanish 

ISO/IEC 20000 Foundation Certification Journey

Introduction to IT Service Management 

1.1 Core Concepts of IT Service Management

Explain how “Adapt and Adopt” is used within service management.
Explain the difference between an IT service and non-IT services.
Describe the value of service management.
Describe the principles of continual improvement.

1.2 Core Concepts Surrounding ISO/IEC 20000-1:2018

Identify the purpose and benefits of ISO/IEC 20000.
Describe what a service management system is.
Describe how management system standards (MSSs) are designed to allow organizations to integrate multiple MSSs.

Service Management System (SMS)

2.1 Critical Elements of a Service Management System

Explain how the organization and interested parties impact the SMS.
Describe the importance of understanding organizational risks and opportunities.
Describe the service management objectives.
Outline the leadership responsibilities.
Define general governance principles.
Describe importance of documentation and basic requirements for documentation.
Describe the requirements for resource management.

2.2 Core Concepts of the Service Management System

Describe the key principles of producing and implementing a service
Management system.
outline the requirements for designing, building and transitioning new or changed services.
Describe the requirements for monitoring, measuring, analysis, evaluation and improving the SMS and services.
Describe the continual improvement activities for the SMS and services.

The Operation of the Service Management System

3.1 Service Portfolio Processes (Service Catalog Management, Asset Management, Configuration Management)

Describe the objectives and service requirements.
Explain the activities and practical application for each process.

3.2 Relationship and Agreement Processes (Business Relationship Management, Service Level Management, Supplier Management)

Describe the objectives and service requirements.
Explain the activities and practical application of each process.

3.3 Supply and Demand Processes (Budgeting and Accounting for Services, Demand Management, Capacity Management)

Describe the objectives and service requirements.
Explain the activities and practical application of each process.

3.4 Service Design, Build and Transition Processes (Change Management, Release and Deployment Management)

Describe the objectives and service requirements.
Explain the activities and practical application of each process.

3.5 Resolution and Fulfilment Processes (Incident Management, Service Request Management, Problem Management)

Describe the objectives and service requirements.
Explain the activities and practical application of each process.

3.6 Service Assurance Processes (Service Availability Management, Service Continuity Management, Information Security Management)

Describe the objectives and service requirements.
Explain the activities and practical application of each process.

Why Knowlathon

Established Expertise

Since 2013, Knowlathon has been offering high-quality training programs.

Client-Centric Approach

By prioritizing the unique needs and goals of each client, we deliver training solutions that drive tangible results.

Global Reach

Knowlathon has established itself as a trusted partner in IT training, helping individuals and businesses achieve their goals on a global scale.

Experienced Professionals

With deep industry knowledge and extensive expertise, our trainers bring real-world insights and practical skills to their courses.

Quality Commitment

We ensure that all training materials and methodologies meet industry benchmarks for excellence.

Strong Support

Our dedicated support team ensures a seamless and enriching learning experience.

K-Prime Warranty *

We are the 1st & only learning company to offer unlimited learning warranty on our courses.

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