ISO/IEC 20000 Foundation training course introduces participants to the basic concepts of service management and the key requirements of ISO/IEC 20000-1 for establishing a Service Management System (SMS). The course provides a clear understanding of the main components of an SMS, including the context of the organization, top management involvement, SMS planning, required resources, service delivery controls, performance evaluation, and continual improvement.
This training course is suitable for professionals who want to build foundational knowledge of ISO/IEC 20000-1 and understand how service management systems support effective IT service delivery. Upon successful completion of the course and exam, participants can apply for the PECB Certificate in ISO/IEC 20000 Foundation certificate, demonstrating their overall understanding of ISO/IEC 20000-1 requirements and their ability to contribute to SMS implementation projects.
Who Should Attend?
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; and individuals wishing to pursue a career in service management.
Learning Objectives
By participating in this training course, you will understand the basic service management concepts, definitions, and approaches; get acquainted with the ISO/IEC 20000-1 requirements for a service management system; and develop a general understanding of how an organization can meet the requirements of ISO/IEC 20000-1.
Educational Approach
The training course is participant centered and contains lecture sessions illustrated with graphics, examples, and discussions; interactions between participants by means of questions and suggestions; and quizzes with a structure similar to the certificate exam.
Prerequisites
There are no prerequisites to participate in this training course.
Live classes and hybrid coaching for this course are given by Islam Elzayat, a PECB Certified Trainer with more than 17 years of experience in IT governance, cybersecurity GRC, IT audit and IT service management, including more than 500 third-party audit days. Full profile and verified badges.
Live classes are held online. Class hours are arranged with the participants to suit their time zones. The e-learning and hybrid options start as soon as your course is assigned.
The course covers two days of content and carries 14 CPD credits. In the self-study format you cover the same material at your own pace.
Yes. The course fee includes the PECB certification and examination fees. If you do not pass, one complimentary retake is available within 12 months of your first attempt.
There are no prerequisites to participate in this training course.
It is available as self-study (English, French), hybrid learning (English) and live online class (English). Choose the format and language before adding the course to your cart.
Hybrid learning combines the self-paced course with one day of one-to-one live coaching with the instructor. The day can be split into a half day before you start studying and a half day before your exam, so you go in prepared.
Yes. The next live class starts on Wednesday, 4 November 2026, 9:00 am, and a new live class starts every week after that, on Wednesdays until Wednesday, 30 December 2026. They are held online and led by Islam Elzayat. Class hours are arranged with the participants to suit their time zones. Choose Live Event and your date before adding the course to your cart. The hybrid option adds one day of one-to-one live coaching with the instructor. Organizations that want a dedicated live session can contact us at [email protected].
PECB issues the certificate. After passing the exam you can apply for the PECB credential for this course. Horus Academy is a PECB Authorized Silver Partner and does not issue the certificate itself.
The exam fully meets the requirements of the PECB Examination and Certificate Programme. It covers the following competency domains:
Domain 1: Fundamental concepts and principles of service management and the SMS based on ISO/IEC 20000-1
Domain 2: ISO/IEC 20000-1 requirements for an SMS – Clauses 4 to 10
After successfully completing the exam, you can apply for the credential shown on the table below.
The certificate requirements for the ISO/IEC 20000 Foundation are:
| Designation | Exam | Professional experience | MS audit/assessment experience | SMMS project experience | Other requirements |
|---|---|---|---|---|---|
| PECB Certificate Holder in ISO/IEC 20000 Foundation | PECB Certified ISO/IEC 20000 Foundation exam or equivalent | None | None | None | Signing the PECB Code of Ethics |
Course agenda
Day 1: Introduction to service management concepts, SMS, and clauses 4-6 of ISO/IEC 20000-1
Day 2: Clauses 7-10 of ISO/IEC 20000-1 and certificate exam
