ISO 20000:2011 – Foundation Training CourseISO 20000:2011 / Information Technology Service Management Systems / Foundation Training Course

ISO 20000 - Foundation Training Course
ISO/IEC 20000 Introduction training course enables you to comprehend the fundamental concepts of an IT Service Management System (ITSMS).
By attending the ISO/IEC 20000 Introduction course, you will understand the importance of an IT Service Management System and the benefits that businesses, society and governments can obtain.

Duration - 1 Day

who should attend?

This course is aimed at personnel at all levels within an organisation who need an understanding of ISO/IEC 20000

Individuals seeking to gain knowledge about the main processes of IT Service Management Systems (ITSMS)


Upon completion of the training, you will be able to:

  • Describe the key processes required for an IT Service Management System (SMS).
  • Communicate the benefits of an ISO 20000 IT SMS
  • Communicate that it is possible to integrate an ISO 20000 compliant SMS with other management systems in the service provider’s organization.
  • Adopt an integrated process approach and the PDCA methodology, enabling the service provider to align or fully integrate multiple management system standards.
  • Know what to do next in their organization


  • Understanding ISO/IEC 20000 scope, purpose and use
  • Understanding ISO/IEC 20000 management system requirements
  • Understanding ISO/IEC 20000 service management process requirements
  • Adopting the Plan, Do, Check, Act cycle to improve service
  • Overview of service delivery processes
  • Overview of resolution, control and release processes
  • Overview of relationship processes
how can we help you?

Contact us via email at [email protected] or submit a business inquiry online.

Thank you for an excellent course which was greatly enjoyed in all respects. It was a real “Crammer” but has undoubtedly fired my imagination as to what can be achieved.

Sue Haworth
Quality Manager, BNFL

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