Training & Certifications


This program is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service management. The standard allows IT service provider organizations to achieve conformance to a service management system which requires them to continually improve their delivery of IT services. ISO/IEC 20000 was first released in 2005 and is now at the second edition. It aligns to the IT infrastructure library (ITIL®) best practice framework. The adoption of ISO 20000 has grown rapidly in the international arena for both internal and external IT service providers and it has become a competitive differentiator for delivery of IT services.

The Foundation is the entry level of the ISO/IEC 20000 examinations. The purpose of the Foundation level is to confirm that the candidate has good/basic knowledge of the contents and requirements of the ISO/IEC 20000 standard and understands how the standard operates in a typical IT service provider organization. The Foundation meets the pre-requisite for entry to the Practitioner certification.


At the end of the program, the participants will be able to :

  1. Understand the relationship between ISO/IEC 20000 standard and ITSM and use best practices in ITSM to apply appropriate methods within an organization
  2. Understand, identify and explain the potential issues regarding applicability, eligibility and scoping to assist in certification readiness assessment and certification audits as well as advising on the implementation of continual improvement processes
  3. Produce a gap analysis supported by an improvement and implementation plan
  4. Describe the scope, aims and use of the ISO/IEC 20000 specification and code of practice, through an understanding of the roles of the component parts of the standard
  5. Recognize the need to plan and implement ITSM processes, report on the IT services and major metrics of the ITSM processes, schedule and conduct regular reviews, assessments and audits and plan for continual service improvement

ISO/IEC 20000 certification is designed for management and support personnel involved in the design, transition, delivery and improvement of IT services, equipping them with an understanding of a best practice, internationally recognized standard.


This program is 3 days of intensive training class.


There are no pre-requisites for this course, although a basic knowledge of Service Management concepts is recommended.


At the end of the program, the participants will be assessed with 60 minutes of ISO/IEC 20000 Foundation Exam.


ISO/IEC 20000 Foundation Certification will be awarded upon successfully passing the exam from APMG International. All ISO/IEC 20000 qualification levels are recognized as complementary to the official ITIL qualification scheme. Successful candidates are awarded credits towards the ITIL Expert Qualification (Foundation 1.0 credits, Practitioner 1.5 credits, Auditor 1.0 credits).



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