Our ISO/IEC 20000 Foundation course provides a comprehensive introduction to ISO/IEC 20000, the international standard for Service Management. ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL, and is supported by other similar control approaches, such as COBIT.
Module 1: Introduction to ISO/IEC 20000
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
Our ISO/IEC 20000 Foundation course contains 6 easy to absorb modules covering terminology, structure, concepts and value Includes video tutorials, study guides and quizzes. The study duration is approximately 15 hours. It is based on the ITIL framework, so shares many areas in common, but the standard will set out what must be achieved, instead of providing guidance which can be adapted.
This course will provide:
Our ISO/IEC 20000 Foundation Online course is aimed at staff in internal and external service provider organisations who require knowledge and understanding of the ISO/IEC 20000 standard and its content.
ISO/IEC 20000 Foundation Online (30 Days) Includes:
Also includes free eBook: ISO/IEC 20000: 2011 A Pocket Guide
Your access duration time starts as soon as you access the course, or after 28 days - whichever is sooner.
Adobe Flash Player 10+
We suggest the use of the Firefox web browser for the best educational experience.
To take your web based exam, you will need a computer with a webcam, a microphone and a reliable internet connection.
You will also need administrator rights to install the software that will be used to monitor the exam session.
You will also need photo identification (passport, government ID or equivalent). If your exam includes a document to be printed (for example ITIL Managing Across the Lifecycle case study), the printer will need to be in the room where you take the exam.
Please note, in addition to your webcam, some examination institutes will require you to have a small mirror or reflective surface. The proctor will ask you to hold this up to show that there is nothing attached to the webcam or laptop itself.
For a successful exam, you will need:
|Web Camera||640×480 resolution||1280×720 resolution|
|PC Users||Windows XP||Windows 7|
|Mac Users||Mac OS X or higher||Mac OS X 10.7 Lion|
|Internet Download Speed||.768 Mbps||1.5Mbps|
|Internet Upload Speed||.384 Mbps||1.5Mbps|
Acceptable browsers are:
Internet Explorer 7, 8, 9, 10
Adobe Flash Player and Shockwave must also be installed before you begin the exam.
There are no mandatory prerequisites for the exam.
Our ISO/IEC 20000 Foundation course does not require any existing knowledge of ISO/IEC 20000.
Exam Duration: 60 minutes
Exam Format: Closed book, multiple choice
Exam Delivery: Online, webcam proctored
Exam Pass Mark: 65% (26/40 questions)
There are no Professional Qualification Credits associated with this course.
ISO/IEC 20000 Foundation Certificate
Depending on your career aspirations, you could consider any of the following courses:
ITIL® Foundation Online
ITIL® Service Strategy Online
ITIL® Service Design Online
ITIL® Service Transition Online
ITIL® Service Operation Online
ITIL® Continual Service Improvement Online
ITIL® Release, Control & Validation Online
ITIL® Operational Support & Analysis Online
ITIL® Service Offerings & Agreements Online
ITIL® Planning, Protection & Optimisation Online
ITIL® Managing Across the Lifecycle Online
ITIL® Lifecycle Bundle Online
Congratulations on achieving your ISO/IEC 20000 Foundation Qualification!
Contact one of our friendly Account Managers to discuss your next steps.