ISO/IEC 20000 Foundation

The ISO/IEC 20000 Foundation course will guide you through the structure and principles of ISO/IEC 20000-1, the International Standard for IT Service Management Systems. If you are interested in how to set up your IT processes to be more effective, measurable, and ready for certification, this course is for you.

While ITIL® shows you best practices for managing IT, ISO/IEC 20000 defines what a management system must do. IT services to meet, to make it truly functional and auditable. Both methodologies complement each other – and in the course you will learn how to connect them in practice.

• A clear overview of the structure and requirements of the ISO/IEC 20000-1 standard
• Understanding the relationship between ISO 20000 and ITIL® (also other standards such as ISO 27001 or ISO 22301)
• Practical skills for identifying weaknesses in IT service management and preparing to eliminate them
• A basis for deciding whether and how your organization can move towards ISO 20000 certification
• Internationally recognized certificates that demonstrate your expertise in the field of IT Service Management

• IT managers and heads of IT departments who are responsible for the quality and stability of the provided IT services
• IT Service Management (ITSM) specialists who want to expand their knowledge of international standards
• Internal and external auditors who are preparing for for assessing IT management systems
• Consultants and project managers who need to understand ISO 20000 certification requirements
• Companies considering or preparing for ISO/IEC 20000 certification

Day 1

• Introduction to IT Service Management and an overview of the ISO/IEC 20000 standard
• Structure of a Service Management System (SMS)
• Key requirements of ISO/IEC 20000-1, 20000-2 and 20000-3

Day 2

• Relationship between ISO/IEC 20000 and ITIL®
• Practical mapping of the standard's requirements to real-world processes
• Step-by-step ISO 20000 implementation process
• Relationship with other standards (ISO/IEC 20000-5, 20000-6, 20000-11)
• Certification exam

• Understand what ISO/IEC 20000 requires of an IT service management system
• Understand the relationship between ISO 20000 and ITIL® and use both approaches simultaneously
• Identify the scope and objectives of a service management system in your own organization
• Recognize typical weaknesses that prevent successful certification and propose solutions
• Navigate the certification audit process

What is ISO/IEC 20000?
ISO/IEC 20000 is an international standard defining the requirements for an IT service management system. It specifies what an organization must meet to deliver IT services effectively, measurably and with the possibility of further improvement.

What is the difference between ISO 20000 and ITIL®?
ISO 20000 specifies what an IT service management system must meet, while ITIL® offers best practices on how to practically achieve these requirements. Both methodologies complement each other in practice.

Is prior knowledge of ITIL® required?
It is not a requirement, but a basic overview of ITIL® will make it easier for you to understand the material, as both methodologies are closely related.