ISO IEC 20000 Foundation

This qualification is aimed at staff working within an ITSM service provider organization that requires a basic understanding of the standard. It is equally relevant for those working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.

At the end of this course you will be able to understand:

• 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
• 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, ITIL , and related standards, ISO 9001 and ISO/IEC 27001

• There is no pre-requisite for the Foundation qualification but knowledge of the basic principles of IT service management would be an advantage.
• APMG mandate that proof of ID is required from all delegates prior to taking the exam.

• Overview of ISO/IEC 20000
• The schemes available for certifcation and qualification
• Compatibility of the SMS with other management system standards
• Terms and definitions
• The SMS, and the concepts, responsibilities, requirements and processes needed to confirm
• The Deming cycle
• An understanding of the concepts and requirements of each process defined within ISO/IEC 20000