ISO 20000 is an international standard for IT service management that defines best practices for delivering high-quality IT services. It helps organisations maintain consistent service delivery, enhance customer satisfaction, and effectively manage IT service processes. The ISO 20000 Foundation certification is the first of four courses in the ISO 20000 series, followed by ISO 20000 Internal Auditor, ISO 20000 Lead Auditor, and ISO 20000 Lead Implementer. While there are no formal prerequisites, familiarity with IT Service Management (ITSM) can be beneficial. To earn the certification, candidates must pass a closed-book exam lasting 40 minutes, consisting of 30 multiple-choice questions, with a minimum passing score of 50%. Obtaining the ISO 20000 Foundation Certification enhances career prospects by demonstrating expertise in IT service management standards, validating the ability to improve service quality and efficiency. Career opportunities after certification include roles such as IT Service Management Specialist, ITIL Consultant, Service Delivery Manager, and IT Service Coordinator, all of which involve ensuring efficient IT service management and aligning IT services with business needs. This training equips delegates with the knowledge to implement best practices, enhance service delivery, and align IT processes with business objectives, ensuring compliance with international IT service management standards while improving overall efficiency.

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ISO 20000 Foundation

 ISO 20000 Foundation Course Outline 

Module 1: Information Technology Service Management
(ITSM)  

  • Business case for ITSM 
  • Defining the scope of IT Service Management Systems (ITSMS) 
  • Overview and benefits of IT Service Management 
  • ITSMS policy and process documentation 
  • Process approach and IT principles 
  • Developing a project plan for IT services 
  • IT service accounting, budgeting, and financial management 

Module 2: Introduction to ISO/IEC 20000  

  • Overview of ISO/IEC 20000 and its purpose 
  • Key benefits of implementing ISO/IEC 20000 
  • Structure and different parts of the ISO/IEC 20000 standard 

Module 3: Scope of ISO/IEC 20000  

  • General scope and applicability of the standard 
  • Implementation and practical application considerations 

Module 4: Key Terms and Definitions  

  • Introduction to terminology in ISO/IEC 20000 
  • Management system-specific terms 
  • Service management-specific terms and concepts 

Module 5: Organisational Context in ITSM  

  • Understanding the organisation and its operational context 
  • Identifying stakeholder needs and expectations 
  • Defining the scope of the Service Management System (SMS) 
  • Overview of the Service Management System and its components  

Target Audience

• Managers 

• Advisors 

• Quality and environment managers 

• Risk managers 

• Auditors

• Consultants

IT Includes

1. 1 days interactive instructor-led training 

2. Training provided by highly qualified, certified, and accredited trainers from PECB 

3. Certificate of ISO 18001 Foundation course by PECB 

4. Certification

Exam Format

• Number of questions: 40 

• Exam Mode: Online/Web-based Open book 

• Duration: 60 mins

• Exam format: Multiple Choice questions

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DURATION

Online Instructor-led (1 day) English

EXAM

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Related Courses

ISO 9001 Lead Auditor

Online Instructor-led (5 days) English

Package price: $3,195.00

ISO 9001 Internal Auditor

Online Instructor-led (2 days) English

Package price: $2,295.00

ISO 9001 Lead Implementer

Online Instructor-led (3 days) English

Package price: $2,895.00

Benefits of ISO 20000 Foundation training with Mindbel

Average Salary

$115K

per annum

Expected Job growth rate

25%

Companies Hiring

Job Roles

  • IT Professionals
  • IT Service Managers
  • IT Consultants
  • Quality Assurance Specialists
  • Business Process Managers
  • IT Auditors
  • IT Governance Professionals
  • Service Desk Managers
  • Professionals Pursuing Career Advancement

Benefits

• Gain a comprehensive understanding of the ISO 20000 standard for IT service management, providing a solid foundation in its principles and requirements.

• Acquire insights into IT service management processes, ensuring alignment with ISO 20000 guidelines for effective service delivery.

• Learn how to enhance service quality by implementing best practices outlined in ISO 20000, resulting in improved customer satisfaction.

• Obtain a recognized certification, demonstrating proficiency in IT service management based on ISO 20000 standards, bolstering professional credentials.

• Understand the compliance requirements of ISO 20000, enabling the application of these standards to ensure conformity and meet organizational objectives.

• Develop skills to identify service management issues and adopt corrective measures in accordance with ISO 20000, promoting efficient problem resolution.

• Implement processes that align with ISO 20000 standards, leading to increased operational efficiency and better resource utilization.• Gain a comprehensive understanding of the ISO 20000 standard for IT service management, providing a solid foundation in its principles and requirements.

• Acquire insights into IT service management processes, ensuring alignment with ISO 20000 guidelines for effective service delivery.

• Learn how to enhance service quality by implementing best practices outlined in ISO 20000, resulting in improved customer satisfaction.

• Obtain a recognized certification, demonstrating proficiency in IT service management based on ISO 20000 standards, bolstering professional credentials.

• Understand the compliance requirements of ISO 20000, enabling the application of these standards to ensure conformity and meet organizational objectives.

• Develop skills to identify service management issues and adopt corrective measures in accordance with ISO 20000, promoting efficient problem resolution.

• Implement processes that align with ISO 20000 standards, leading to increased operational efficiency and better resource utilization.

ISO 20000 Foundation Training FAQs

ISO 20000 is an international standard for IT Service Management Systems (ITSMS) that provides a framework for organizations to manage their IT services in a structured and effective manner.

The course is designed for IT professionals and others who are interested in learning about the ISO 20000 standard and its requirements for IT service management.

The ISO 20000 Foundation Course in Congo, The Democratic Republic of the Congo typically takes one day.  

The ISO 20000 Foundation Course in Congo, The Democratic Republic of the Congo is usually delivered through a combination of lecture, discussion, and practical exercises.  

The course covers the following topics: 

• Introduction to ISO 20000 and IT Service Management Systems 

• The structure and content of the ISO 20000 standard 

• IT service management processes 

• Implementing and maintaining an ITSMS 

• Continual improvement of the ITSMS

Yes, upon successful completion of the course, participants will receive a certificate of completion.  

The cost of the course varies depending on the training provider and location.  

There are no formal prerequisites for the course, but a basic understanding of IT service management is recommended.  

The ISO 20000 Foundation Course in Congo, The Democratic Republic of the Congo provides an introduction to the standard and its requirements for IT service management, while the ISO 20000 Lead Implementer Course provides a more in-depth understanding of the standard and how to implement an ITSMS in accordance with its requirements.

Yes, Mindbel provides customized courses to meet the specific needs and requirements of an organization. 

ISO 20000 helps organizations ensure the effective delivery of IT services, enhance customer satisfaction, align IT services with business objectives, and improve overall IT service management practices. 

ISO 20000 is a globally recognized standard that provides a comprehensive and structured approach to IT service management, while other frameworks like ITIL offer specific best practices.  

Benefits include improved IT service quality, increased customer satisfaction, better alignment of IT services with business needs, and enhanced internal processes.  

ISO 20000 Foundation training benefits IT professionals by providing a solid understanding of IT service management concepts and practices, which can enhance their roles in IT service delivery.  

Challenges may include aligning IT services with business needs, changing organizational culture, gaining stakeholder buy-in, and ensuring proper documentation of processes. 

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