What is ISO 20000 Foundation Course?

The ISO 20000 Foundation Course introduces learners to the ISO/IEC 20000 standard, focusing on its structure, processes, and key concepts. This course provides an overview of IT service management best practices and demonstrates how organisations can align their ITSM processes with ISO 20000 requirements to enhance service quality and customer satisfaction.

Through interactive discussions and practical examples, learners will understand the benefits of implementing ISO 20000, its alignment with other frameworks like ITIL®, and its role in achieving business objectives. This course also prepares learners for the ISO 20000 Foundation certification exam, validating their knowledge of IT service management standards.

This 1-day ISO 20000 Foundation Course by Oakwood International provides a strong foundation in ITSM principles, preparing learners to contribute effectively to IT service improvement initiatives.
 

Course Objectives
 

  • To understand the purpose and benefits of the ISO/IEC 20000 standard

  • To learn the structure and key components of ISO 20000

  • To explore the relationship between ISO 20000 and other ITSM frameworks like ITIL®

  • To understand the requirements for implementing an IT service management system (SMS)

  • To identify the processes and best practices involved in IT service delivery

  • To support organisations in improving IT service quality and customer satisfaction

  • To prepare for the ISO 20000 Foundation certification exam

Upon completion, learners will thoroughly understand ISO 20000 and its application in enhancing IT service management within organisations.

Course Outline

ISO 20000 Foundation Course

Module 1: Information Technology Service Management (ITSM)

  • Business Case

  • Define the Scope of ITSMS

  • IT Service Management

  • Benefits of IT Service Management

  • ITSMS Policy

  • Documentation of Process and Procedures

  • Process Approach

  • Principles of Information Technology

  • Develop a Project Plan

  • Accounting the IT Services

  • Accounting and Budgeting
     

Module 2: Introduction and Background to ISO/IEC 20000

  • What is ISO/IEC 20000?

  • Benefits of ISO/IEC 20000

  • ISO/IEC 20000 – Parts
     

Module 3: Scope

  • General

  • Application
     

Module 4: Terms and Definitions

  • Introduction

  • Terms Specific to Management System Standards

  • Terms Specific to Service Management
     

Module 5: Context of the Organisation

  • Understanding the Organisation and its Context

  • Understanding the Needs and Expectations of Interested Parties

  • Determining the Scope of the Service Management System

  • Service Management System

Included

Included

  • No course includes are available.

Offered In This Course:

  • vedio Video Content
  • elearning eLearning Materials
  • exam Study Resources
  • certificate Completion Certificate
  • study Tutor Support
  • workbook Interactive Quizzes
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Learning Options

Discover a range of flexible learning options designed to meet your needs. Select the format that best supports your personal growth and goals.

Online Instructor-Led Training

  • Live virtual classes led by experienced trainers, offering real-time interaction and guidance for optimal learning outcomes.

Online Self-Paced Training

  • Flexible learning at your own pace, with access to comprehensive course materials and resources available anytime, anywhere.

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