Advance ITSM

Leaders in Training and Consultancy

ISO 20000

3 Days



The IT Service Management Foundation based on ISO/IEC 20000 certificate describes the key information and concepts for IT Service Management as well as their relationships with other areas of information management. This course builds the fundamental skills and knowledge enabling one to participate in organizational teams working within Service Management. Emphasis is on the service management system (SMS) and service management processes, specifically the core concepts and basic terminology of IT service management based on ISO/IEC 20000:2011.


No formal pre-requisites but candidates should have good knowledge of service management terminology and would benefit from having the ITIL® Foundation Certificate in IT Service Management. Students may wish to read Implementing Service Quality based on ISO/IEC 20000 (3rd Edition, Michael Kunas, Published by IT Governance Publishing 2012, ISBN 9781849284424) prior to the course as recommended reading


  • Demonstrate reliability and high quality of service
  • Access key markets, as many public-sector organisations mandate that their IT service providers demonstrate compliance with ISO 20000
  • Assure clients that their service requirements will be fulfilled