ISO / IEC 20000 Foundation, Exam included


This three-day instructor-led course allows to become familiar with the basic concepts of IT Service Management. This leads to the ISO 20000 Foundation certificate.


This course is intended for professionnals who need to understand IT Service Management activities.


No pre-requisites

At course completion

After completing this course, participants will be able to:
  • Understand questions raised by IT Service Management
  • Describe ISO 20000 fundamentals and code of practice
  • Pass the ISO 20000 Foundation exam


The ISO/IEC 20'000 Foundation examination is made of 40 multiple-choice questions, lasts 1 hour. Passing score is 65%.

Course outline

Module 1: Principles of service quality management
  • Lesson 1: Understanding what is a service, IT service management, quality, process, continual improvement, risk management and information security
Module 2: Introduction to ISO/IEC 20000
  • Lesson 1: Understanding the Deming cycle, ISO 20000 standard, ISO 20000 structure, concepts of certification
  • Lesson 2: Presentation of the three part of ISO/IEC 20000 standard family
Module 3: SMS general requirements
  • Lesson 1: Understand the Management responsibilities, governance, documentation, resource management, service management systam (SMS) implementation phases
Module 4: Design and transition for new or changed services
  • Lesson 1: Plan, design, develop and transition a new or changed service
Module 5: Service delivery processes
  • Lesson 1: Understanding processes such as Service Level Management or Service Reporting, Capability, Continuity or Availability
Module 6: Relationship processes
  • Lesson 1: Understanding processes such as Business Relationship or Supplier Management
Module 7: Resolution processes
  • Lesson 1: Understanding processes such as Incident, Service request or Problem management
Module 8: Control processes
  • Lesson 1: Understanding processes such as Configuration, Change or Release and Deployment management
Module 9: ISO/IEC 20000 Foundation examination simulation


Printed slides to review and take notes
ISO/IEC 20'000 official norm

Cursus de certification



Lab 1: Explain importance of a good IT Service Management (ITSM)
Lab 2: Identify challenges you may face during ITSM implementation
Lab 3: Review of all processes and their main characteristics

Formations complémentaires

ITIL Foundation