Certification Details

Courses required for the ISO/IEC 20000 Foundation certificate:

1A. ISO/IEC 20000 Foundation Certification

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In this three day course, students learn about the scope, objectives and requirements of the ISO/IEC 20000 and how the standard can be utilized by an IT services provider

They come to understand how the standard is used along with other international standards and how to effectively report on the service management processes. Students will also learn the processes for certification schemes and how to prepare for internal and external audits. 

Course Includes

Price: $2,195.00

3-Day Course Includes:

  • Class exercises in addition to training instruction
  • Courseware books, notepads, pens, highlighters and other materials
  • Full breakfast with variety of bagels, fruits, yogurt, doughnuts and juice
  • Tea, coffee, and soda available throughout the day
  • Freshly baked cookies every afternoon – *only at participating locations

For group training options, call us at (240) 667-7757 or email promo@phoenixts.com. 

Course Outline

  • Lesson 1: Introduction to the ISO/IEC 20000 standard
  • Lesson 2: How the ISO/IEC 20000 standard can be utilized by a typical service provider
  • Lesson 3: Requirements, objectives and scope of the ISO/IEC 20000 standard
  • Lesson 4: How the ISO/IEC 20000 standard can be used with ITIL and other international standards
  • Lesson 5: ISO/IEC 20000 series scope and how Part 1, Part 2 and Part 3 can be used
  • Lesson 6: ISO/IEC 20000 terms and definitions
  • Lesson 7: Service Management System (SMS) requirements
  • Lesson 8: Establishing a Service Management System (SMS) and the need for continual improvement
  • Lesson 9: Reporting on the major metrics of the IT service management processes
  • Lesson 10: The objectives and key requirements of the processes in a typical IT service provider scenario
  • Lesson 11: Scoping, application and eligibility requirements to achieve ISO/IEC 20000
  • Lesson 12: Internal and external audits
  • Lesson 13: Preparing for an ISO/IEC 20000 audit
  • Lesson 14: Certification schemes


Exam Info

ISO/IEC 20000 Foundation Exam:


  • 40 multiple choice questions
  • Each question is worth 1 mark and 26 marks are required to pass (65%)
  • The exam lasts for a total of 60 minutes
  • It is a closed book exam

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