Course Samples


ISO20000 Foundation


This course provides a comprehensive introduction to ISO/IEC20000, the international standard for service management.  Foundation certificate holders can understand the structure of the standard and key terms used within it.  They will understand what an organisation needs to do in order to be accredited to the standard.

  • About the Course

    • Get Foundation qualified at your own pace
    • 30 or 60 days online access
    • Fully accredited online training
    • Free eBook – ISO/IEC20000:2011 A Pocket Guide
    • Includes videos, quizzes, exercises, study guides, syllabus and sample exam
    • Tutor support available via email
  • Course Contents

      • 6 easy to absorb modules covering terminology, structure, concepts and value
      • Includes video tutorials, study guides and quizzes
      • Study duration: 15 hours
      • Includes free eBook: ISO/IEC20000:2011 A Pocket Guide

    Lessons in this course

    • Module 1: Introduction to ISO/IEC20000
    • Module 2: Service management system general requirements
    • Module 3: Service delivery and relationship processes
    • Module 4: Design, transition, control and resolution processes
    • Module 5: Audits
    • Module 6: Exam preparation
  • Prerequisites

    • This course does not require any existing knowledge of ISO/IEC20000
    • There are no mandatory pre-requisites for the exam
  • Exam Details

    • Exam duration: 60 minutes
    • Exam format: closed book, multiple choice
    • Exam delivery: online, webcam proctored.  Read about online exams here
    • Exam pass mark: 65% (26/40 questions)
    • Exam language:  Contact us for current translation availability
    • Exam vouchers must be requested within 6 months of purchase