Overview
ISO/IEC 20000-1 Foundation training introduces the international standard for Information Technology Service Management (ITSM). This certification equips professionals with a fundamental understanding of how to establish, implement, maintain, and continually improve a service management system (SMS).
It aligns IT service delivery with business objectives, providing a structured framework to ensure cost-effective, high-quality, and reliable IT services that satisfy customer and regulatory requirements.
- IT Professionals & Service Desk Staff: Personnel involved in day-to-day IT service delivery and operational support processes.
- IT Managers & Process Owners: Leaders responsible for managing specific ITSM lifecycles, such as incident, problem, and change management.
- Compliance & Quality Auditors: Practitioners seeking baseline knowledge of service management principles to integrate them into broader governance frameworks.
- IT Consultants & Advisors: Professionals advising clients on service management best practices and framework alignment.
- Business Stakeholders: Executives looking to understand how structured IT service delivery drives business value and operational efficiency.
- Service Management System (SMS) Structure: Understanding high-level management system requirements, leadership commitment, organizational context, and continual improvement based on Annex SL.
- Service Delivery Processes: Core principles governing service level management, service reporting, budgeting, accounting, capacity management, and availability management.
- Relationship & Resolution Processes: Frameworks for handling business relationship management, supplier management, incident management, problem management, and service request fulfillment.
- Control & Release Processes: Managing configuration items, change management, release and deployment management, and information security controls within the IT environment.
- Plan-Do-Check-Act (PDCA) Cycle: Applying continuous improvement methodologies to assess, monitor, and elevate the performance of IT service delivery.
Training Options
Corporate Training
We work with customers to provide tailor made training solutions, onsite and off site delivery with customized content to cover areas of key importance. Please contact for private batches or any other requirements.