Course Description:
This comprehensive ISO/IEC 20000 Foundation eLearning course provides an introduction to the internationally recognised ISO/IEC 20000 standard for IT Service Management (ITSM), designed to help learners understand how effective service management systems support high-quality service delivery. ISO/IEC 20000 defines an integrated set of management processes that form a Service Management System (SMS), enabling organisations to consistently meet business and customer needs while driving continual improvement.
Through engaging online modules, learners will explore the fundamental requirements, core terminology and concepts of the ISO/IEC 20000 standard. You will gain practical insights into the purpose, scope and applicability of the standard within a typical IT service provider organisation, and understand how its processes contribute to exceptional IT service delivery. The course places emphasis on how the standard supports continual improvement of service management and aligns with related best practices, such as ITIL® and complementary standards like ISO 9001 and ISO/IEC 27001.
Upon completing the course, participants will be well-prepared to take the APMG International ISO/IEC 20000 Foundation examination, validating their ability to describe the standard’s structure, concepts, and high-level requirements. This foundation level is ideal for staff within service provider organisations who need a basic understanding of the standard, those working in organisations already certified or considering certification, and individuals seeking to build competence in IT service management fundamentals.
Who Should Attend:
• IT service management professionals new to ISO/IEC 20000
• Employees working within service providers requiring foundational SMS knowledge
• Individuals preparing for ISO/IEC 20000 certification
• Team members supporting ISO/IEC 20000 implementation or audits
Key Learning Outcomes:
• Understand the purpose and structure of ISO/IEC 20000
• Describe key terminology and core concepts used in the standard
• Identify the fundamental requirements of an SMS and the need for continual improvement
• Explain high-level service management processes and their objectives
• Recognise how ISO/IEC 20000 aligns with ITSM best practices
Exam format:
- Multiple choice
- 40 questions per paper
- 26 marks required to pass (out of 40 available) – 65%
- 60 minutes duration
- Closed book
