MindMagine

ISO/IEC 20000 Foundation

This ISO/IEC 20000 Foundation 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. This 3-day training course provides a practical focus on developing the skills to understand and apply the ISO 20000 standard within an organization to achieve compliance and certification. 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.

> 65,000

students trained since 2001

> 60,000

professionals certified

Experienced consultants

are the trainers

Category
IT Service Management

Certificate
ISO/IEC 20000 Foundation

Duration
3-days

Clients request that their (internal or external) IT Service Providers can prove that they are able to provide the required service quality and have appropriate service management processes in place. Based on processes, ISO/IEC 20000 is an internationally recognized standard for IT Service Management that specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery, and improvement of services to fulfill agreed service requirements. ISO/IEC 20000 certification is awarded after audits conducted by Registered Certification Bodies, which ensure that a service provider designs, implements and manages an IT Service Management system in line with the requirements of the standard. ISO/IEC 20000 aligns to the IT infrastructure library (ITIL®) best practice framework. The adoption of ISO 20000 has grown rapidly in the international arena for both internal and external IT service providers and it has become a competitive differentiator for the delivery of IT services.

Why take this ISO/IEC 20000 Foundation training?
This ISO/IEC 20000 Foundation course provides a basic insight into 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. This 3-day training course provides a practical focus on developing the skills to understand and apply the ISO 20000 standard within an organization to achieve compliance and certification. Students who have attended this course are suitably prepared to successfully take the associated Foundation certification test which is one of the possible prerequisites for the Practitioner qualification.

What you will learn
At the end of this ISO/IEC 20000 Foundation 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:

Who should attend?

Course Delivery
Classroom or Virtual Classroom

What’s included

  • ISO/IEC 20000 Foundation classroom workbook containing all of the presentation materials, course notes and sample exams.
  • Exam voucher
  • Free refresher course**

Prerequisites
There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful. It is recommended that students have taken the ITIL Foundation examination.

About the Examination

  • The exam is closed book with 40 multiple-choice questions.
  • At least 26 marks are required to pass (out of 40 available) – 65%.
  • The exam lasts 60 minutes.

Exam Body
APMG

** Terms & conditions applied.
HRDC Claimable

HRDC Claimable Training: Invest in Your Future!

Did you know? All our trainings are eligible for HRDC claiming.

What our clients say

"A highly beneficial training with abundant real-life examples and sharing that I can directly apply in my organization."
Ang Hock Soon, IT Manager from B. Braun Medical Industries.
"A comprehensive and captivating course that simplified the entire content, making it easy to follow and understand."
Chen Chee Kin, Data Analyst from Ernst & Young.
"Awesome training! The trainer is highly knowledgeable and accommodating. The provided materials are well-summarized with all the essential information."
Bryan, Technical Support Engineer from a Global leading software company in Philippines.
"I truly enjoyed the training and gained a lot of knowledge! Many thanks for the wonderful experience."
Chester, IT Support Engineer, from a global healthcare company.

Concepts Covered

    • What is ISO/IEC 20000?
    • History/Background
    • Service management
    • Relationship with other frameworks and standards
      • Best practice
      • ISO 9001
      • ISO/IEC 27001
      • Certification, qualification, organizations & roles
    • Scope
    • Management System Key Terms and Definitions
      • Key terms and definitions
      • Policy, process, and procedures
    • General requirements, responsibilities and reviews
    • Context of the organization
    • Leadership
    • Planning
    • Support of the service management system
    • Performance evaluation
    • Improvement
    • Service Management System
      • 8 Operation of the service management system
    • Integrated service management using best practice
    • General Information
    • Applicability
    • Scope
    • Terms and Definitions
    • Types of Audit
    • Activities and roles for an audit
    • Audit evidence and outcomes
    • How Tools Can Support Certification
    • Overall ISO/IEC 20000 Summary

Training Schedules

Showing 1 - 2 out of 2

Page 1 out of 1

Training Price Pax Enroll
ISO/IEC 20000 Foundation
2-4 Sep 2025, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM4,860.00
ISO/IEC 20000 Foundation
8-10 Dec 2025, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM4,860.00

* Taxes included in all prices.