ISO/IEC 20000 Foundation

You'll explore key SMS areas, including organizational context, leadership roles, planning, resource management, service delivery controls, performance evaluation, and continuous improvement. Completing this course prepares you for the certification exam. Passing the exam earns you the internationally recognized "PECB Certificate Holder in ISO/IEC 20000 Foundation," validating your foundational understanding and enabling you to contribute effectively to SMS implementation projects.

Why Should You Attend?

The PECB Certified ISO/IEC 20000 Foundation training course presents the basic concepts of service management and the requirements of ISO/IEC 20000-1 for a service management system (SMS). In this training course you will learn about the various aspects of an SMS, including the context of the organization, top management involvement and activities, planning and resources for the SMS, controls and measures for service delivery activities, performance evaluations, and continual improvement activities.

After completing the training course, you can sit for the exam. If you successfully pass the exam, you can apply for the “PECB Certificate Holder in ISO/IEC 20000 Foundation” certificate. An internationally recognized “PECB ISO/IEC 20000 Foundation” certificate demonstrates that you have an overall knowledge of ISO/IEC 20000-1 requirements for an SMS and allows you to be part of SMS implementation projects.

Who Should Attend?

The ISO/IEC 20000 Foundation training course is intended for:

 Managers and consultants seeking to acquaint themselves with ISO/IEC 20000-1 requirements for an SMS

Personnel responsible for managing, maintaining, and improving services and service delivery capabilities

Aspiring professionals seeking knowledge about basic concepts of service management

Members of SMS implementation and operation teams

Individuals wishing to pursue a career in service management

Learning Objectives

By participating in this training course, you will:

 Understand the basic service management concepts, definitions, and approaches

Get acquainted with the ISO/IEC 20000-1 requirements for a service management system

Develop a general understanding of how an organization can meet the requirements of ISO/IEC 20000-1

Educational Approach

The training course is participant centered and contains:

 Lecture sessions illustrated with graphics, examples, and discussions

Interactions between participants by means of questions and suggestions

Quizzes with similar structure to the certificate exam

Prerequisites

There are no prerequisites to participate in this training course.