ISO/IEC 20000 Foundation

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Workshop Information

Who should do this course

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.

Why should do this course

This course provides a basic insight in the specifications and code of practice for ISO 20000 and covers the second edition of the standard (ISO IEC 20000-1:2011) which cancels and replaces the first edition. Students who have attended this course are suitably prepared to successfully take the associated Foundation certification test which is one of the possible pre-requisites for the Practitioner qualification.

Course Objective

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 certification process. 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


There are no pre-requisites for this course, although a basic knowledge of Service Management concepts is recommended.


  • 1.1 Course overview
  • 1.2 Introduction of participants
  • 1.3 Module 0- Course introduction
  • 2

  • 2.1 Enterprise Continuum
  • 2.2 Architcture repository
  • 2.3 Architecture content framework
  • 2.4 Module 7-Metamodel
  • 3

  • 3.1 Wake up Quiz
  • 3.2 Module 14-Implementation support
  • 3.3 Module 15- Phase A Vision
  • 3.4 Case study 4 –Stakeholder and risk management
  • 4

  • 4.1 Wake up Quiz
  • 4.2 Module26-Phase G Implementation governance
  • 4.3 Module 27-Phase H Architecture change management
  • 4.4 Module 28- Architecture requirements management
  • 4.5 Certification quiz- practice exam (part 1 and part 2)
  • 4.6 Discussion of practice exam questions and answers
  • S. No.Name Education Experience

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