ISO 20000 Foundation Certificate


ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fufill agreed service requirements.


Target Audience

Anyone who requires knowledge and understanding of the ISO/IEC 20000 standard and its content.

It does not provide advanced knowledge external auditors; consultants or implementer may require.


Overview of ISO/IEC 20000
The schemes available for certification and qualification
Compatibility of the SMS with other management system standards
Terms and definitions
The SMS, and the concepts, responsibilities, requirements and processes needed to confirm
The Deming cycle
An understanding of the concepts and requirements of each process defined within ISO/IEC 20000


This 16 hours training course introduces the ISO 20000 standard.
The course work involves lectures, discussions, role-play, individual and group exercises to get you started with understanding the ISO 20000 standard.



Exam Format

Multiple choice format
40 questions
24 mark or more required to pass – 60%
60 minute duration
Closed book.


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