Why should you attend?

ISO/IEC 20000 Foundation training enables you to learn the basic elements to implement and manage an IT Service Management System (ITSMS) as specified in ISO/IEC 20000. During this training course, you will be able to understand the different modules of an ITSMS, including ITSMS policy, procedures, performance measurements, management commitment, internal audit, management review and continual improvement.

After completing this course, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Foundation” credential. A PECB Foundation Certificate shows that you have understood the fundamental methodologies, requirements, framework and management approach

Audience

• Individuals involved in IT Service Management
• Individuals seeking to gain knowledge about the main processes of IT Service Management Systems (ITSMS)
• Individuals interested to pursue a career in IT Service Management

Learning objectives

• Understand the elements and operations of an IT Service Management System and its principal processes
• Acknowledge the correlation between ISO/IEC 20000 and other standards and regulatory frameworks
• Understand the approaches, methods and techniques used for the implementation and management of an ITSMS

Educational approach

• Lecture sessions are illustrated with examples based on case studies
• Practical exercises are based on the material which includes role playing and discussions
• Practice tests are similar to the Certification Exam

Examination

The “PECB Certified ISO/IEC 20000 Foundation” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains

• Domain 1: Fundamental principles and concepts of an IT Service Management System (ITSMS)
• Domain 2: IT Service Management System (ITSMS)