ISO/IEC 20000 Foundation – Self-Study
About the course
Why should you take this training course?
The PECB Certified 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.
Training done in collaboration with
Course Outlines
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 certification exam
Certification Exam (1 Hour)
The exam fully meets the requirements of the PECB Examination and Certification Program (ECP). 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
Course Details
Duration: Up to 6 months
Starts: Upon Registration
Ends: After Examination
You'll be signed up to our PECB platform KATE where you will have access to all training procedures.
- Certification fees are included on the exam price.
- Training material containing over 200 pages of information and practical examples will be distributed.
- A participation certificate of 14 CPD (Continuing Professional Development) credits will be issued.
- In case of exam failure, you can retake the exam within 12 months for free.
Learning Objectives
- Understand the basic service management concepts, definitions, and approaches
- Get acquainted with the ISO/IEC 20000-1 requirements for a service management system
- Develop a general understanding of how an organisation can meet the requirements of ISO/IEC 20000-1
Educational Approach
- Lecture sessions illustrated with graphics, examples, and discussions
- Interactions between participants by means of questions and suggestions
- Quizzes with similar structure to the certificate exam
Frequently Asked Questions
What are the Prerequisites
None.
Who should attend?
- 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
What is ISO/IEC 20000-1?
Published initially in 2005 and subsequently updated in 2011 and 2018, ISO/IEC 20000-1 is a Type A management system standard that sets out the minimum requirements for an organization to establish, implement, maintain, and continually improve a service management system (SMS).
An SMS consists of policies, processes, resources, objectives, and documented information that are put together and are coordinated to achieve the objectives of the organization. An effective SMS enables organizations to direct and control their service management activities, identify and mitigate risks related to their activities, and identify and realize opportunities that improve service provision.
The requirements of ISO/IEC 20000-1 are generic and applicable to organizations of all sizes, sectors, and complexities. According to ISO Survey 2020, there are more than 7,500 certificates issued to organizations worldwide. Contrary to the common misperception that this standard is only applicable to IT infrastructure, ISO/IEC 20000-1 can be used for various other services, including, finance, cloud, business process outsourcing, etc.
ISO/IEC 20000 Foundation – Self-Study
€448.40
Become acquainted with the best practices of IT Service Management Systems (ITSMS) based on ISO/IEC 20000
Self-Study Course: €380 + VAT