ISO 20000 Foundation Course

The ISO 20000 Foundation Course introduces learners to the essentials of IT Service Management (ITSM) based on the ISO/IEC 20000 standard. This globally recognised course enhances skills in delivering effective and quality IT services aligned with organisational goals.

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Overview

The ISO 20000 Foundation Course is a foundational training programme designed to provide learners with a comprehensive understanding of IT Service Management (ITSM) principles, as outlined in the internationally recognised ISO/IEC 20000 standard. This course equips learners with the knowledge to implement, manage, and improve IT services using structured frameworks, processes, and best practices that are critical for achieving excellence in IT service delivery within diverse and dynamic business environments.

IT Service Management is an essential capability in today’s technology-driven world, ensuring the reliability, efficiency, and scalability of IT operations to meet business needs. The course focuses on key concepts such as service delivery, incident and problem management, service design, and continual service improvement, enabling learners to apply these principles effectively in their roles and add measurable value to their organisations. Learners will explore the lifecycle of IT services, identify best practices for process optimisation, and understand how to align IT services with organisational objectives.

Delivered by MPES, this 1-day, interactive training programme combines expert-led sessions with real-world case studies, practical exercises, and engaging discussions. Learners will benefit from practical insights and hands-on experience, preparing them not only for the ISO 20000 certification exam but also for addressing real-world IT service management challenges. With a focus on actionable learning, this course empowers learners to implement improvements in their ITSM strategies and advance their careers in IT service management. Whether you're new to ITSM or seeking to formalise your knowledge, this course offers a robust foundation to help you succeed.

Course Objectives:

Understand the principles of IT Service Management and their alignment with ISO/IEC 20000
Gain insight into the structure and components of the ISO 20000 standard
Learn to implement effective IT service delivery and support practices
Understand the roles and responsibilities in ITSM processes
Prepare for the ISO 20000 Foundation certification exam
Develop skills to drive continual improvement in IT service
Enhance knowledge of compliance and audit requirements

Average completion time

1 Month

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Course Includes

Course Details

Develop your understanding of essential financial, business and management accounting techniques with ACCA Applied Knowledge. You'll learn basic business and management principles and the skills required of an accountant working in business.

Entry Requirements

Educational Background: A general understanding of IT concepts and basic knowledge of ITSM practices is recommended but not mandatory.
Professional Experience: No specific experience is required, though familiarity with IT service environments may be beneficial.
Language Proficiency: Learners should have a good command of English as the course material and exam are conducted in English.

Learning Outcomes

Foundational Knowledge: Gain a solid understanding of IT Service Management principles.
Standards Alignment: Learn to align IT services with ISO/IEC 20000 standards.
Compliance Assurance: Ensure adherence to regulatory and organisational requirements.
Service Excellence: Drive continuous improvement and deliver high-quality IT services.

Target Audience

The ISO 20000 Foundation Course is ideal for individuals seeking a foundational understanding of IT Service Management and ISO/IEC 20000 certification. It is tailored for:

IT professionals
IT service managers
Quality managers
Business process owners
IT consultants
Individuals involved in ITSM implementation

Course content

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

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At MPES, we offer comprehensive support to help you succeed in your studies. With expert guidance and valuable resources, we help you stay on track throughout your course.

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Access a range of materials to help enhance your learning experience. These resources include practice exercises and additional reading to support your progress.

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MPES Learning offers globally recognised courses in accounting,

Arvy Pasanting

As a qualified accountant, studying with MPES has been very rewarding experience. Its team of passionate and dedicated mentors gave me the confidence and knowledge I needed to not just at excel in my current role as an auditor, but also inspired me to expand my horizons. I am very grateful of the support I was given where the skills I gained extended beyond just passing exams and learning about accounting principles - it allowed me to take on roles that benefit the wider community.

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I was recommended MPES after searching for a way to pursue a career in the accounting profession, I have studied with them throughout my journey utilising both their “in class” and online learning opportunities that fit around the needs of my employer, I have found them to be consummate professionals delivering first class accounting courses with support always available.

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Have Questions? We’ve Got You

If you have any questions, we’re here to help. Find the answers you need in the MPES detailed FAQ section.

Q. Do I need prior experience in ITSM to take this course?

No, this course is designed for beginners and professionals seeking foundational knowledge of ITSM and ISO/IEC 20000.

Q. What topics are covered in the ISO 20000 Foundation course?

The course covers ITSM principles, ISO/IEC 20000 framework, service delivery processes, incident management, continual improvement, and exam preparation.

Q. How will this course help my career?

This course enhances your ITSM skills, prepares you for ISO 20000 certification, and boosts your ability to manage IT services effectively, advancing your career.

Q. Is this course suitable for non-IT professionals?

Yes, the course is suitable for anyone interested in IT Service Management, including those transitioning into IT roles or involved in service quality improvement.

Q. Will I receive a certificate after completing this course?

Yes, you will receive a course completion certificate. To achieve ISO 20000 certification, you must pass the ISO 20000 Foundation exam.

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