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ISO/IEC 20000 Foundation

Difficulty level: Duration in days: Delivery options:


Classroom based

  • The course and examination ISO/IEC 20000 Foundation is designed to provide knowledge of what an IT service management system is and the minimum requirements that service providers should aspire to within the context of ISO/IEC 20000. Candidates are made aware of the contents of the ISO/IEC 20000 standard, its practice-oriented implementation in the form of a management system, including the relationship with other relevant standards, and the best practices, methods and frameworks associated therewith (ITIL, CMMI, COBIT, ISO/IEC 9000, ISO/IEC 27001, MOF, Six Sigma,..).
    • To provide an understanding of the principles of Service Quality Management.
    • To give knowledge of the basic concepts of ISO20000 and the quality specification for IT Service Management.
    • To prepare delegates for EXIN ISO/IEC 20000 Foundation Certificate.
  • The course is aimed at a wide audience of IT Service Management staff of IT Service Providers, internal or external, with an interest in Service Quality Management and ISO20000.

    The combination of this and the ITIL® Foundation qualifications will provide a firm basis for professionals working in an ISO20000 certified organisation.
  • There are no pre-requisites for this course as such.
    • Duration: 1 hour
    • Number of questions: 40 (Multiple Choice)
    • Pass mark: 65%
    • Open book: No
  • Event Event Date Event End Date Location Individual Price Register
    ITIL® Overview on-line 24x7 24x7 Self paced on-line 200,00€
    ITIL® Foundation on-line 24x7 24x7 Self paced on-line 550,00 EUR (Exam inclusive)

Course Contents

    • The landscape of standards and frameworks
    • The concepts of certification practices
    • The concept of ISO/IEC 20000
    • Quality and service
    • Process approach
    • IT Service Management
    • Evaluation and continuous improvement
    • The quality specifications for Management, Improvement and control of ITSM Processes
    • Quality specification for the delivery and support of IT services
    • The quality specification for alignment of business and IT
    • Best practices for Management and Improvement of ITSM Processes
    • The best practices for Control of IT Services
    • The best practices for Alignment of IT and the Business
    • The best practices for Delivery of IT Services
    • The best practices for Support of IT Services

Client Testimonials

  • Well structured course – good balance between lecturing , good practices and productive interactions. You helped me to learn and understand more IT based processes. Thank you.
    Mrs. Natira Dika-Krluku Macedonian Telekom
  • ITSM Center not only helped me achieve the ITIL certifications but also provided me the practical insights to improve my day to day work and help my organization achieve ITIL Standards.
    Mr. Granit Gjoni Balfin
  • ITSM CENTER and its lecturer created an impacting experience from which I came out richer in skills and knowledge. I would certainly recommend this workshop to my teammates and colleagues.
    Mr. Matija Benčina Telekom Slovenia
  • Course enables you to learn about the theoretical basis in a structured and understandable way. It is much easier to get a grasp on the subject matter when the lecturer is knowledgeable and ties together theoretical knowledge with practical wisdom.
    Mr. Jan Šuen Slovenian Railways
  • All courses I have taken in ITSM center contributed in a substancial manner to optimize internal processes. Special thanks to lecturer who was willing to consider live company cases during the course.
    Mr. Žiga Mrak Bayer
  • The course is nicely structured and clearly outlines the management principles. It also gives us a detailed description of the processes as well as roles and responsibilities of the people.
    Mr. Chellappan N. Nandakumar Telekom Slovenia

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Attend on our classroom based or on-line self paced training to gain needed experience and knowledge to fill the gap.


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