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The target audience includes both internal and external service providers, who play a role or have an interest in ISO/IEC 20000. The ISO/IEC 20000 Foundation Certificate is particularly aimed at this wider audience.

Course Outline

Today’s IT Service Management focuses on providing and supplying efficient services to ensure the satisfaction of customer requirements, cost-effectiveness and smooth business processes. Service optimization is deemed a prerequisite for successful presence on national and international markets.

ISO/IEC 20000 is the first internationally recognized worldwide process based standard created specifically for the breadth of IT Service Management. ISO/IEC 20000-1 (Part 1) is the formal specification, it defines the requirements that must be achieved, whereas ISO/IEC 20000-2 (Part 2) is describing a code of practice.

ISO/IEC 20000 is independent of all frameworks; it is “framework neutral”. There is no control defined or implied between the standard and frameworks such as MOF, ITIL® and indeed to their supporting qualification schemes. Each side of the equation is developed autonomously to the other. However, it should be noted that there are many defined frameworks both public (MOF…) and private (in-house best practices) that can help the drive towards recognition of capability and therefore eventually ISO/IEC 20000 certification.

Both internal and external service providers are being challenged to prove they will be able to provide the required service quality and to that end have adequate service management processes in place. External service providers have already been requested to become certified to the standard as part of invitation to tenders. The award of the ISO/IEC 20000 certificate is predicated upon audits conducted by Registered Certification Bodies against ISO/IEC 20000 Part 1 – “The Specification” which ensure that a service provider is designing, implementing and managing an IT Service Management system in line with the requirements of the standard.

What Makes This Course Unique

Our unique use of IT service management tools to demonstrate how processes work accelerates the knowledge transfer to the participant. We have created a learning experience that is both exhilarating and enjoyable and based on disciplines learned in executive development programs, underpinned by the total quality management, and an in-depth knowledge of IT provisioning.

Learning Objective

The syllabus of ISO/IEC 20000 Foundation is designed to provide knowledge of what an IT service management system is and the minimum requirements that service providers should aspire to within the context of ISO/IEC 20000. It will test the capability of the candidate to “remember” and “understand” the concepts that are explained.

Successful candidates will receive a third-party, internationally recognized confirmation of knowledge in management systems as per ISO/IEC 20000.

Purpose of the Qualification

The qualification and training program “ISO/IEC 20000 Qualification Scheme for Personnel” familiarizes candidates with the contents of the ISO/IEC 20000 Edition 1 (2005) standard, its practice-oriented implementation in the form of a management system, including the relationship with other relevant standards, and the best practices, methods and frameworks associated therewith. The individual qualifications enable candidates to apply their acquired knowledge and fulfill role- and function-specific management tasks in IT Service Management in a targeted manner.

This well-structured training program helps candidates to continuously improve their personal qualifications, thus supporting their continual professional development within their organization.

Employee qualifications at the various levels, which build on each other, extend over the full range from management and processes to results at internal and external customers, on an internationally recognized and comparable basis.

Candidate benefits summarized:


Aligned to international standards


Recognized, third-party qualification of persons


Qualification and training-course concept in line with company requirements


Transfer of practice-oriented expertise in a well-structured training-course program

Target Audience

The target audience includes both internal and external service providers, who play a role or have an interest in ISO/IEC 20000, even if such an organization is not (yet) certified. The ISO/IEC 20000 Foundation Certificate is particularly aimed at this wider audience. In addition, for customers considering requesting their service providers to become ISO/IEC 20000 certified, they can get an insight into what can be expected of their service providers.

The ISO/IEC 20000 Foundation Certificate is a prerequisite for the other qualifications within the qualification scheme.

Course Content

§ISO/IEC 20000 & Quality

§History and Owner

§Purpose and Benefits

§Differences between Parts 1 and 2

§Grouping of the processes

§Key terms and definitions

§1. Management and Improvement of ITSM

oRequirements for a Management System (Section 3)

oPlanning and Implementing Service Management (Section 4)

§2. Control of IT services

oPlanning and Implementing New or Changed Service (Section 5)

oConfiguration Management (Section 9.1)

oChange Management (Section 9.2)

oRelease Management (Section 10.1)

§3. Alignment of IT and the business

oBusiness Relationship Management (Section 7.2)

oService Level Management (Section 6.1)

oService Reporting (Section 6.2)

oSupplier Management (Section 7.3)

oBudgeting and Accounting for IT Services (Section 6.4)

§4. Delivery of IT Services

oService Continuity & Availability Management (Section 6.3)

oCapacity Management (Section 6.5)

oInformation Security Management (Section 6.6)

§5. Support of IT Services

oIncident Management (Section 8.2)

oProblem Management (Section 8.3)

§Exam preparation and review

§Mock Exam

Prerequisites & Certificates

There are no prerequisites. Work experience in IT services is recommended.

Certificates offered

Certificate of Completion * Refreshment breaks, Lunch, Course binder, Certificate of completion, certification exam included. * Exam format Maximum 60 minutes for all candidates in their respective language. Supervised: Yes Open Book: No Pass Score: 26/40 or 65%

Cancellation Policy
Cancellations less than 2 business weeks before the expected delivery date are eligible for a 50% refund, or a credit voucher will be provided for regularly scheduled courses (choice being that of the registrant). Credit Vouchers are transferable within the same company. Please send your cancellation notice to info@itplanit.com.
Map & Reviews
Itplanit Services Corp.
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Here are some reviews of the training vendor.
This course was very, very interesting due to the instructor. He was simple, gave good examples and made a few jokes. Also, being only 5 participants was a bonus for us as we were able to share our experiences in a timely manner.
Reviewed by 2016
I think there is too much material to cover in one session. It's a lot of information to absorb all at once.
Reviewed by 2013
The only thing I would add...if you know you don't have many participants, hands on practice would be great. I would like to have had more time applying what i learned in a diagram. Once I got back to my office...i didn't know how to move a shape and associated text together. I also would like to know where I can see all the shapes offered by visio instead of searching for the shape and not knowing what to call it?
Reviewed by 2013
The instructor was excellent. I was pleasantly surprised by how interesting she made a potentially dry subject appear. Non-stop, great snacks provided all day from ham/egg bagels for breakfast, muffins, Valentines chocolate, chips, popcorn, gumball machine, coffee, juices etc etc. Perfect location for me as it was 2 blocks from my office.
Reviewed by 2013
I had no problem with the instructor's technigues, methods or delivery of the course material. He made what was otherwise fairly dry material as interesting as he possible and augmented it with practical examples that the class could relate to. The training facility and staff were also comendable, however what can't be overlooked is the IT infrastructure. During the exam the problems with latency were so bad that it affected my ability to concentrate on the material. Prior to the exam I completed 2 practice exams on paper in 35 & 37 minutes respectively. Doing the exam online it took over 1.5 hrs because it would take between 30 & 60 sec to refresh the page and show the next question. At times when I attempted to go back and review quesgtions I had marked I found my original answer wasn't recorded & I'd have to answer the question a second time. By the end of 70 min I was so digruntled I couldn't wait to finish regardless of the end result. It may not seem fair to evaluate the favility in this manner, but as a student the outcome is the ultimate measurement of a training favility.
Reviewed by 2013
A very interesting course. Claude Gerin, our instructor, was excellent in making this a very interesting and learning experience. THANKS!
Reviewed by 2012

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