ISO/IEC 20000 Foundation
Clients request that their (internal or external) IT Service
Providers can prove that they are able to provide the required service quality
and have appropriate service management processes in place.
Based on processes, ISO/IEC20000 is an internationally
recognized standard for IT Service Management that 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 fulfill agreed service requirements.
ISO/IEC20000 certification is awarded after audits conducted
by Registered Certification Bodies, which ensure that a service provider
designs, implements and manages an IT Service Management system in line with
the requirements of the standard.
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
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.
Course and Learning Objectives:
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
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
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.
Course Student Material:
Students will receive a ISO/IEC 20000 Foundation classroom
workbook containing all of the presentation materials, course notes and sample
Certificate: ISO/IEC 20000 Foundation (Fast-Track)
Date: 4 Feb 2017
Course fee: HK$7,800 (including Exam fee)
Reference Materials: Additional reference materials are not required for this course.
About the Examination: Multiple choice, 40 questions per paper, 26 marks required to pass (out of 40 available) - 65%, 60 minutes duration.
Prerequisites: There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.
Credits: Upon successfully achieving the ISO/IEC 20000 Foundation certificate, the student will be recognized with 1 credit of the 6 complementary credits available to put towards the ITIL Expert certification. Project Management Institute –Professional Development Units (PDUs) = 14
Target Audience: 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.