ISO 20000 Foundation Training
Gain essential knowledge of IT service management with ISO 20000. This course introduces the key concepts and practices of ISO 20000, helping learners support service delivery improvement and align with international ITSM standards.
ISO 20000 Foundation Training Course is accredited by global certification board
- Uncompromising Quality Standards Accreditation backed by rigorous global benchmarks.
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Credentials that lead to interviews, promotions and mobility.
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Designed With Industry Insight
Trainings based on evolving market demands.
ISO 20000 Foundation Training Overview
ISO 20000 Foundation Course Overview
The ISO 20000 Foundation Course introduces the fundamentals of IT Service Management. Learners gain practical knowledge of ISO 20000 principles, key processes, and service roles needed to support consistent, efficient, and high-quality IT service delivery across a wide range of business environments.
Key Topics Covered
Overview of ISO 20000: Purpose, structure, and terminology
Service Management System (SMS): Components, policies, and responsibilities
ITSM Processes: Incident, problem, change, and service continuity management
Governance and Audits: Documentation, compliance, and continual improvement
Framework Integration: Alignment with ITIL, ISO 27001, and other standards
Course Benefits
Foundational Knowledge: Build essential IT service management understanding
Career Support: Ideal for IT Professionals, Service Desk Analysts, and QA Assistants
Standards Alignment: Prepares learners to integrate ISO 20000 with other systems
Practical Insight: Includes relatable examples and real-world ITSM applications
The ISO 20000 Foundation Course is designed for professionals seeking to understand and implement the ISO 20000 standard within their organisation.
Here are the professionals who will benefit from attending this course:
CIOs and IT Directors
Quality Managers
Service Desk Managers
IT Auditors
Risk Managers
Consultants
IT Service Managers
ISO 20000 Foundation Training Outline
Module 1: Information Technology Service Management (ITSM)
Business Case
Define the Scope of ITSMS
IT Service Management
Benefits of IT Service Management
ITSMS Policy
Documentation of Process and Procedures
Process Approach
Principles of Information Technology
Develop a Project Plan
Accounting the IT Services
Accounting and Budgeting
Module 2: Introduction and Background to ISO/IEC 20000
What is ISO/IEC 20000?
Benefits of ISO/IEC 20000
ISO/IEC 20000 – Parts
Module 3: Scope
General
Application
Module 4: Terms and Definitions
Introduction
Terms Specific to Management System Standards
Terms Specific to Service Management
Module 5: Context of the Organisation
Understanding the Organisation and its Context
Understanding the Needs and Expectations of Interested Parties
Determining the Scope of the Service Management System
Service Management System
What You’ll Learn in this Course
By the end of the course, learners will be able to:
Understand the structure and objectives of ISO 20000
Identify key IT service management processes and practices
Recognise service management roles and responsibilities
Support continuous improvement and service quality initiatives
Contribute to ISO 20000 implementation and readiness
What’s Included
ISO 20000 Foundation Examination
World-Class Training Sessions from Experienced Instructors
ISO 20000 Foundation Certificate
Digital Delegate Pack
ISO 20000 Foundation Training Exam Details
To achieve the ISO 20000 Foundation, candidates will need to sit for an examination. The exam format is as follows:
Question Type: Multiple Choice
Total Questions: 30
Total Marks: 30 Marks
Pass Mark: 50%, or 15/30 Marks
Duration: 40 Minutes
Individual Training
Boost your expertise with our Individual Training, tailored for professionals seeking ISO knowledge at their own pace. Learn core standards, industry best practices, and implementation skills from certified experts.
Corporate Training
Empower your teams with our Corporate Training solutions, designed to align ISO standards with your organisational goals. Ensure compliance, boost efficiency, and build a culture of continuous improvement across your workforce.
Our Upcoming Sessions
- Online Instructor-Led
- Online Self-Paced
- Classroom
- Onsite
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90% Compliance Readiness
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Information Technology and Information Security
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Public Sector and Environmental Services
Our Immersive Learning Solution
Hands-On Learning Experience
Engage with real-world scenarios, interactive tasks, and simulations that bridge theory and practical application.
Expert-Led Delivery
Learn from seasoned professionals with deep industry experience and insight into ISO standards and beyond.
Flexible Learning Formats
Choose from Online Instructor-Led, Online Self-Paced, or Classroom sessions designed to suit your pace and preferences.
Customised Content
Training aligned with your sector, goals, and challenges, ensuring relevant, targeted learning every time.
Advance Your Career Through Meaningful Learning Experiences.
Because real growth begins with the right training
Empowering Growth with Tailored Training Solutions
We help organisations equip their teams with the skills and knowledge needed to consistently meet industry standards. Our corporate training is designed around your specific operational goals, ensuring alignment with the ISO framework.
With a strong focus on real-world application and measurable outcomes, each session drives practical capability and lasting improvement. By fostering standard-driven performance across all levels, we empower your workforce to contribute confidently and consistently to organisational success.
- Delivered by industry-certified trainers with hands-on experience
- Custom content aligned to your sector, standards, and strategy
- Flexible formats, including on-site, virtual, or blended, to suit your teams
On-Demand Access
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Feedback From Our Clients
The ISO 9001 Internal Auditor Training gave me practical insight into quality systems and how to apply audit techniques effectively. The sessions were clear and approachable, even without prior auditing experience. I now feel confident reviewing documentation, identifying nonconformities, and contributing to continuous improvement. The real-world examples and audit scenarios helped me understand the practical side of compliance and how it fits into our daily operations.
Completing the ISO 45001 Foundation Training provided me with a solid understanding of occupational health and safety standards. The training clarified legal requirements, hazard identification, and risk control measures. I’ve applied this knowledge to improve our incident response protocols and reinforce safety culture within the team. It’s also made me more effective at communicating compliance expectations and supporting ongoing H&S initiatives.
The ISO 22301 Foundation Training helped deepen my knowledge of business continuity planning and risk preparedness. The course content was practical and focused on real implementation challenges, which I could immediately relate to my role. I now play a more active part in reviewing continuity plans and coordinating recovery strategies. The training has improved how we manage operational risks and strengthened our overall resilience.
I registered my team in the ISO 9001 Lead Implementer Training, and the improvements were visible right away. The training gave us the tools to standardise workflows, enhance documentation, and build a consistent quality management system. The team has taken ownership of processes and is now more proactive in identifying areas for improvement. It’s significantly enhanced how we align with best practices and deliver results with greater reliability.
Our team participated in the ISO 45001 Lead Auditor Training to reinforce our internal safety and compliance framework. The training not only improved our auditing skills but also helped us critically assess our workplace health and safety practices. We’ve since implemented stronger controls and improved reporting structures. The shift in awareness and engagement has been very positive, especially in high-risk areas.
Frequently Asked Questions
What is the ISO 20000 Foundation Course about?
This course introduces ISO 20000 service management concepts, helping learners understand ITSM processes, roles, and best practices for supporting consistent, efficient, and high-quality IT service delivery within an organisation.
Do I need experience before taking this course?
No prior experience is required. The course is designed for beginners who want to understand ISO 20000 service management basics and support related initiatives within IT teams or service delivery environments.
Who should attend this course?
This course is ideal for IT Professionals, Service Desk Analysts, Support Technicians, and anyone involved in managing or improving IT services within a structured service management system.
Does the course include practical examples?
Yes, the course includes relatable case scenarios and real-world ITSM practices that help learners understand how ISO 20000 is applied across industries and service environments.
What is the duration of the ISO 20000 Foundation Course?
The course is delivered in 1 day and includes instructor-led sessions, interactive discussions, and foundational learning around ISO 20000 and its role in IT service management.
