Examens de Certification

ISO 20000 Foundation

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The Foundation Certificate in ISO20K covers the knowledge required to gain an understanding of the content and requirements of the international standard, ISO/IEC 20000: IT Service Management.

Learning outcomes

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

  • Describe the scope, intent and use of the ISO/IEC 20000 series, specifically Parts 1, 2, 3 and 5.
  • The key terms and definitions
  • Explain their understanding of the integrated approach to establishing and maintaining a service management systems (SMS) and processes that conform with ISO/IEC 20000-1 (Part 1) certification.
  • Describe the application of ISO/IEC 20000 and scope definition parameters for achieving certification.
  • Understand and describe the requirements of the SMS and the approach to a continual improvement cycle, (Plan- Do- Check- Act methodology)
  • Understand and describe the intent and requirements of each clause of the ISO/IEC 20000 -1 (Part 1) requirements standard.
  • Recognise and describe the need to:
    • plan and implement IT service management processes;
    • report on the services and major metrics of the service management processes;
    • schedule and conduct regular reviews, assessments and audits;
    • plan for continual service improvement
  • Plan and prepare for an ISO/IEC 2000-1 (Part 1) audit.
  • Explain the purpose of assessments, reviews, internal and external audits of an SMS and how they are used.
  • Understand accreditation and certification schemes for ISO/IEC 2000-1 (Part 1);
  • Explain the relationship with linked ISO standards and best practices.
Who is it aimed at?

The certificate is aimed at staff in internal and external service provider organisations who require knowledge and understanding of the ISO/IEC 20000 standard and its content. It will provide:

  • Service owners, process owners and other service management staff with an awareness of and familiarity with the ISO/IEC 20000 standard
  • Individuals with the necessary knowledge to assess the relevance and importance of the ISO/IEC 20000 standard to the service management activities within their own organisation
  • Managers and team leaders with a knowledge of a typical ISO/IEC 20000 IT service management system
  • Internal auditors, process owners, process reviewers and assessors with a good knowledge of the ISO/IEC 20000 standard, its contents and justification of the need for internal reviews, assessments and audits
  • Evidence that delegates have achieved a foundation level of knowledge of the ISO/IEC 20000 standard