ISO/IEC 20000:2018 Foundation

This training course introduces the fundamental concepts, principles, and requirements of a service management system (SMS) based on ISO/IEC 20000-1. It helps participants understand the structure and main requirements of the standard and identify potential approaches that organizations can use to meet them.

Why should you attend?

Effective service management enables organizations to deliver reliable, high-quality services, meet customer expectations, improve operational efficiency, and support continual improvement. By attending this training course, participants will gain a clear understanding of how an SMS based on ISO/IEC 20000-1 requirements supports these outcomes.

Upon completion of the training course, participants can sit for the certification exam. After successfully passing the exam, they can apply for the “Certificate Holder in ISO/IEC 20000:2018 Foundation” credential, which demonstrates their foundational knowledge of ISO/IEC 20000-1 requirements and its application within an SMS.

Who should attend?

This training course is intended for:

• Individuals seeking to get acquainted with the basic concepts of service management

• Professionals interested in understanding ISO/IEC 20000-1 requirements and their application

• Individuals involved in service delivery, service support, or other service management responsibilities

• Individuals interested in pursuing a career in service management

Learning objectives

By the end of this training course, participants will be able to:

• Describe the fundamental service management concepts and definitions

• Explain the main ISO/IEC 20000-1 requirements for a service management system

• Determine potential approaches that an organization can use to fulfill the requirements of ISO/IEC 20000-1

Educational approach

• The training course includes exercises and quizzes that reinforce the concepts and requirements covered.

• Participants are strongly encouraged to interact with one another, exchange ideas, and actively participate in discussions.

• The quiz structure within the course closely mirrors that of the exam, ensuring participants are well-prepared.

PECB offers various training course delivery formats, from traditional classroom settings to modern, technology-driven solutions. To learn more about these formats, please click here.

Prerequisites

There are no prerequisites to participate in this training course.

Course agenda

Day 1: Introduction to ISO/IEC 20000-1 and clauses 4 to 6

Day 2: Clauses 7 to 10 and certificate exam

Examination

The “PECB ISO/IEC 20000:2018 Foundation” exam fully meets all the PECB Examination and Certification Program (ECP) requirements. It covers the following competency domains:

Domain 1: Fundamental concepts and principles of an SMS

Domain 2: ISO/IEC 20000-1 requirements for an SMS

For specific information about the exam type, languages available, and other details, please visit the List of PECB Exams and Exam Rules and Policies.

Certification

After passing the exam, you can apply for the credential shown in the table below. The certificate requirements for ISO/IEC 20000:2018 Foundation are:

The certificate requirements for the ISO/IEC 20000 Foundation are:

General Information

• Certificate and examination fees are included in the price of the training course.

• For candidates who complete a training, eLearning, or self-study course delivered by a PECB Partner, the training fee includes the first exam attempt, one free retake, the certification application fee, and the first year of the Annual Maintenance Fee (AMF). This cycle must be completed within 12 months from the course completion date for instructor-led training, or within 12 months from the purchase date for self-study and eLearning formats.

• Candidates will receive more than 200 pages of comprehensive training materials, including practical examples, exercises, and quizzes.

• An attestation of course completion worth 14 CPD (Continuing Professional Development) credits will be awarded to the candidate.

• If the initial exam is not passed, a free retake may be taken within 12 months of the course completion date. For self-study or eLearning courses, the 12-month period is calculated from the date of purchase.

For additional information, please get in touch with us at support@pecb.com or visit pecb.com.