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.
The exam fully meets the requirements of the PECB Examination and Certificate Programme. It covers the following competency domains:
Domain 1:Â 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:Â Introduction to service management concepts, SMS, and clauses 4-6 of ISO/IEC 20000-1
Day 2:Â Clauses 7-10 of ISO/IEC 20000-1 and certificate exam
