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ISO 20000 Foundation

Key points about this course

Duration: 1 Days*

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  • Includes The Knowledge Academy's ISO 20000 courseware folder & certificate
  • ISO 20000 Foundation provided by the world's largest training company 
  • ​All our ISO 20000 courses are delivered by highly experienced trainers

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Course Information

ISO 20000 Foundation Overview

This 1-day ISO 20000 Foundation training course aims to provide delegates with an introduction to how their organisation’s services must be managed, measured, and reviewed to ensure that corporate and customer specifications are met. On completion of this course, candidates will have an understanding of how their business strategy can be aligned with IT facilities to increase business outputs, whilst lowering costs.


ISO 20000 is an international standard, therefore it provides organisations with guidelines as to how best practice can be achieved. This allows companies to assess how they can improve their processes and reach visible benchmarks that prove the success of change.


This ISO 20000 Foundation course is the first part of the four stage ISO 20000 certification that will produce a fully competent ISO user, who can implement the skills and knowledge obtained throughout the training to their organisation. The following three stages are: ISO 20000 Internal Auditor, ISO 20000 Lead Auditor, and ISO 20000 Lead Implementer

ISO 20000 Foundation Outline

This course will consist of 10 modules that will teach delegates the fundamentals of ISO 20000. These modules will cover the following content:

  • Module 1 - Information Technology Service Management (ITSM)
  • Module 2 - Introductions, Background to ISO/IEC 20000
  • Module 3 - Introduction ISO/IEC 20000-1:2011
  • Module 4 - Service Management System (SMS)
  • Module 5 - Design & Transition of New or Changed Services
  • Module 6 - Service Delivery Process
  • Module 7 - Relationship Processes
  • Module 8 – Resolution Process
  • Module 9 - Control Processes

Who should attend?

This ISO 20000 Foundation certification is designed for any individual who would like to increase their customer satisfaction and the quality of their services, whilst reducing costs. Specifically, this course would be beneficial for:

  • Managers (especially those in quality and production)

  • Supervisors

  • IT professionals

  • Auditors

  • Individuals who would be responsible for implementing change



As a Foundation level course, there are no prerequisites for enrolling. However, an understanding of IT services and ITIL® would be beneficial for candidates to ensure that they fully understand the content of the course.

ISO 20000 is an IT Service Management Standard that enables IT services to be cost effective, consistent, and efficient.
Yes an examination will need to be passed in order to complete this ISO 20000 Foundation certification.
Yes, this ISO 20000 Foundation course is the first of four courses within ISO 20000. The following courses are; ISO 20000 Internal Auditor, ISO 20000 Lead Auditor, and ISO 20000 Lead Implementer.
The Knowledge Academy offers ISO 20000 Foundation courses in a range of locations across the UK and around the world. This makes it easy to find a training venue near you.
This ISO 20000 Foundation training is a 1 day course.
The Knowledge Academy offer: ISO 9001, ISO 27001, ISO 14001, ISO OHSAS 18001, ISO 22301, ISO 27005, and ISO 13485.
No, there aren’t any formal prerequisites.
The course will begin at 9am and finish at 5pm. We ask that candidates arrive at the venue by 8:45 to ensure that the course can begin promptly at 9am.

ISO 20000 Foundation Examination

In order to complete this ISO 20000 Foundation training course delegates must pass the associated examination, which will be taken at the end of the day when all content has been covered. The exam is:

  • 30 questions

  • Multiple choice

  • 40 minutes in duration

  • 50% pass mark (15/30)

  • Closed book


This 20000 training course includes:

  • The ISO 20000 Foundation Examination

  • The Knowledge Academy ISO 20000 Foundation Manual 

  • Certificate

  • Experienced Instructor 

  • Refreshments 

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Key points about this course

Duration: 1 Days*

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell