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Our Virtual training courses provide you with the option to learn using a specialised simulated virtual environment. In this environment, our expert training instructors will be able to convey information and provide you with the all the knowledge you require to earn your qualification with The Knowledge Academy. As the largest global training provider, this method of training allows us to extend our training scope to those who may not be able to attend a classroom course itself, but would like to receive direct training and support from an instructor.
Using this training delivery method, you would benefit from the convenience of remote access and the elimination of the time and cost associated with travelling to a training venue.

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Data Protection & Compliance

ISO 20000 Foundation

  • 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 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

  • Introduction to Services

  • What is IT Service Management?

  • Benefits of IT Service Management

 

Module 2: Information Technology Infrastructure Library (ITIL)

  • Introduction to ITIL

  • History of ITIL

  • ITIL core processes and functions

 

Module 3: ITIL Lifecycle

  • ITIL Service Lifecycle

  • ITIL Capacity Lifecycle

  • Methods and techniques

 

Module 4: Introductions, Background to ISO/IEC 20000

  • What is ISO/IEC 20000?

  • Benefits of ISO/IEC 20000

  • ISO/IEC 20000 history and versions

 

Module 5: Relationship between ISO/IEC 20000, ITIL, and ISO 9001

  • Relationship between ISO 20000 and ITIL

  • Differences between ISO 20000 and ITIL

  • Similarities and differences between ISO/IEC 9001 and 20000

 

Module 6: Service Management System

  • Define Service Management System (SMS)

  • SMS general requirements; responsibility, documentation responsibility, resource management, establishing and improving SMS

  • Planning and strategies

  • Objectives

  • Policies

  • Documentation

  • Processes

 

Module 7: Service Delivery Process

  • Capacity Management

  • Service Reporting

  • Service Level Management

  • Managing Information Security

 

Module 8: Relationship Process

  • With a business

  • With a supplier

 

Module 9: Resolution Process

  • Managing Problems

  • Managing Incidents & Requests

 

Module 10: Control Process

  • Managing Configuration and Change

  • Managing Release and Deployment

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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

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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

 

Prerequisites

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 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 

Available delivery methods for this course:

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In-house

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Resources Included

Resources are included for a comprehensive learning experience

Various Delivery Methods

Flexible delivery methods are available depending on your learning style


ISO 20000 Foundation FAQs

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.

Some of our clients

"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

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

Diane Gray, Shell


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