This ISO/IEC 20000 Foundation Certificate covers the knowledge required to gain an understanding of the content and requirements of the international standard, ISO/IEC 20000: IT Service Management. It covers the certification requirements of ISO/IEC 20000-1:2018 and how the guidance in ISO/IEC 20000-2:2019 can be adopted by an organisation to deliver effective managed services and continually improve those services.
- Introductions, background to ISO/IEC 20000-1:2018
- The APMG ISO/IEC 20000 certification scheme
- ISO/IEC 20000 Overview – usage and purpose
- The overall service management system
- Service management processes and requirements
- Applicability and scoping considerations
- Achieving and maintaining certification
- Examination preparations and practice
- APMG Examination (1 hour multiple choice)
ITIL, ISO/IEC 20000, and other related models
ITIL® forms the basis of best practice in IT Service Management. ITIL® describes the set of basic processes, their benefits and issues, required to operate and manage infrastructure and services effectively and efficiently. Earlier versions took a process based approach while the current version considers the lifecycle of IT services.
ITIL® has been adopted worldwide by many organisations ranging from the largest global corporations to those much smaller local companies, in all areas of industry in both the private and public sectors.
ISO/IEC 20000-1:2018 is the worldwide standard for IT Service Management. It is closely aligned with ITIL® and also contains management processes which will be familiar to organisations operating other quality standards such as ISO 9001, ISO/IEC 27001, etc.
There is also a coherent relationship between ITIL® and the standard with other models widely used in IT such as COBIT®, SOX, etc as well as the more general quality frameworks such as EFQM
There are no formal pre-requisites, although experience of working in IT is strongly recommended. Additionally each delegate should process good communication skills.
Delegates are provided with:
- An in course hand-out
- A copy of the itSMF pocket guide: Planning and Achieving ISO/IEC 20000 Certification.
Note – Delegates will need access to a copy of the standard
Candidates who pass the APMG ISO/IEC 20000 Foundation Certificate exam held at the end of this course will have demonstrated knowledge and understanding of the ISO/IEC 20000 definitions, principles and processes used in the delivery and continual improvement of quality IT services
The Foundation Certificate is awarded to candidates who pass a one-hour multiple-choice examination held at the end of the course. It is a stand-alone qualification in its own right, and also satisfies the pre-requisites for entry to related courses such as ISO/IEC 20000 Practitioner.
- 40 multiple choice questions
- 26 questions correct (65%) to pass
- APMG Accredited
This qualification does not provide the advanced level of knowledge for external auditors, consultants or those managing implementation of the standard in a service provider organisation. Auditors, consultants and implementers may want to consider the APMG Consultants or Auditor courses which provide more detail on the use of the standard