lSO/IEC 20000 is the international standard for IT service management (ITSM). It defines the requirements for and provides details of the IT service management system (SMS) needed to deliver managed services of an acceptable quality, together with guidance on how to demonstrate conformity with the standard. This 2 day course is primarily aimed at anyone who requires an understanding in ITSM in general and in lSO/IEC 20000 SMS. In particular IT professionals an working in an organization which is implementing or already has lSO/IEC 20000 certification will also find this course useful to improve not only their understanding of the subject but also the application of lSO/IEC 20000 within their organization. The training is delivered in a way that includes sufficient generic ITSM content to allow lSO/IEC 20000 to be understood in the context of how the standard operates in a typical IT service provider organization.

Skills Covered

Candidates who pass the Foundation examination Delegates who successfully complete the course will have shown that they understand the principles of IT Service Management and the requirements of lSO/IEC 20000-1:2018 (Part 1).

Who Should Attend

Staff working within a service provider organization that requires a basic understanding of the standard. It is equally relevant for those working within service providers which are already certified to ISO/IEC 20000, involved in the auditing of the organization for lSO/IEC 20000 processes or for those considering its implementation

Course Curriculum


There are not training prerequisites for Candidates to attend this course.

There are no pre-course reading materials needed for this course although candidates are encouraged to have the ISO/IEC 20000 standards available and also be familiar with the standards.

Download Syllabus

Course Modules