I20-203: ISO/IEC 20000 Foundation | IT Training & Certification | Info Trek
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I20-203: ISO/IEC 20000 Foundation

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    Public Class
    • HRDF SBL Claimable
    • Lunch & refreshment provided
    • Certificate of Attendance available
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    RM 4200.00
    3 Days
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Course Details

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This course provides a basic insight in the specifications and code of practice for ISO/ IEC20000 and covers the second edition of the standard (ISO/IEC 20000-1:2011) which cancels and replaces the first edition (ISO/IEC 20000-1:2005)

  • Some of the main differences are as follows:
  • Closer alignment to ISO 9001
  • Closer alignment to ISO/IEC 27001
  • Change of terminology to reflect international usage
  • Clarification of the requirements for the governance of processes operated by other parties
  • Clarification of the requirements for defining the scope of the SMS
  • Clarification that the PDCA methodology applies to the SMS, including the service management processes, and the services
  • Introduction of new requirements for the design and transition of new or changed services

Students who have attended this course are suitably prepared to successfully take the associated ISO/IEC 20000 Foundation certification test which is one of the possible pre-requisites for the Practitioner qualification

Staff working within an IT service provider organization who require a basic understanding of the standard, Staff working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful

Participants will learn the principles and core elements of the ISO/IEC 20000 standard for IT Service Management. An interactive approach is used combining lecture, discussion and handouts to prepare participants for the ISO/IEC 20000 Foundation certification exam

At the end of this course the student will be able to understand the scope, objectives and high level requirements of the ISO/IEC 20000 standard, how it is used in a typical IT service provider organization, together with the main elements of the certification process.

Specifically, the student will understand:

  • The background to ISO/IEC 20000
  • The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used
  • The key terms and definitions used
  • The fundamental requirements for an SMS and the need for continual improvement
  • The processes, their objectives and high level requirements in a typical IT service provider scenario
  • Applicability and scope definition requirements
  • The purpose of internal and external audits, their operation and the associated terminology.
  • The operation of the APMG Certification Scheme
  • The relationship with best practices and related standards


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