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ISO20000 Foundation


This event provides basic information, awareness and familiarity with the content and requirements of the International Standard ISO/IEC 20000, covering both the requirements in Part 1 and the guidance in Part 2. At the end of the course, there is a one hour, multiple-choice exam, following which successful candidates will be awarded the ISO/IEC 2000 IT Service Management Foundation Certificate.

Learning Objectives

  • To provide an understanding of IT Service Quality Management
  • To give knowledge of the basic concepts of ISO20000


Course Outline

  • Understanding the scope, purpose and use of the standard
  • Understanding the management system requirements
  • Understanding the process requirements
  • Planning and implementing new services
  • Service Delivery processes
  • Relationship processes
  • Control and release processes
  • Resolution processes
  • Adopting the Plan, Do, Check, Act cycle for Service Improvement


Target Audience

  • The course is aimed at a wide audience of IT Service Management staff of IT Service Providers, internal or external, with an interest in Service Quality Management and ISO20000.
  • The combination of the ITIL Foundation and this qualification will provide a firm basis for professionals working in an ISO20000 certified organization.



There are no formal criteria or prerequisite for candidates wishing to attend Foundation course.


Type: Multiple choice, 40 questions.
Duration: 60 minutes
Proctored: Yes
Open Book: No
Pass Score: 65%, 26 out of 40
Delivery: Online

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