ISO/IEC 20000 Foundation Online (30 Days) Training Course

Understand The International Standard ISO/IEC 20000

Proctored Exam
30 Days Access
£275 (Excl. VAT)€329 (Excl. VAT)$357 (Excl. VAT)


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.

Enquire Course Overview

Payment Details

Full payment is required before your elearning order can be processed. Once payment has been confirmed, the elearning order will be passed to our administration department for set-up and processing.

Access to Your E-Learning

A personal login for our Learning Management System will be created for you and you will receive an email containing details of the URL, username and password.

Please Note

* Depending on when the initial order is taken, it may take up to 48 hours to process.
* Your course access time will only trigger and commence when you first log in.

Course Outline

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.

About the Course

This course will provide:

  • Service owners, process owners and other Service Management staff with an awareness of and familiarity with the ISO/IEC 20000 standard.
  • Individuals with the necessary knowledge to assess the relevance and importance of the ISO/IEC 20000 standard to the Service Management activities within their own organisation.
  • Managers and Team Leaders with a knowledge of a typical ISO/IEC 20000 IT Service Management system.
  • Internal auditors, process owners, process reviewers and assessors with a good knowledge of the ISO/IEC 20000 standard, its contents and justification of the need for internal reviews, assessments and audits.
  • Evidence that you have achieved a Foundation level of knowledge of the ISO/IEC 20000 standard.

Who Should Attend

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.

Materials Provided

ISO/IEC 20000 Foundation Online (30 Days) Includes:

  • Videos
  • Quizzes
  • Exercises
  • Study guides
  • Syllabus
  • Sample exam

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.

Organisational Benefits

  • Achieving ISO/IEC 20000 places you in a select group of organisations that have gained this certification.
  • As an organisation, ISO/IEC 20000 proves to your customers that you have achieved a globally recognised standard.
  • You will have established a high level of quality in IT Service Management.
  • To ensure that organizations focus on the implementation of a set of integrated processes and solutions.
  • To enable organizations to internally assess their processes and activities against international standards as a method of identifying and implementing improvements Accreditation to the standard requires that the service provider be independently, externally audited for compliance using a scheme and standard that is internationally recognized and respected

Individual Benefits

  • You will have gained valuable knowledge of how your organisation can achieve the ISO/IEC 20000 standard.
  • The ISO/IEC 20000 Foundation Qualification defines your level of understanding of the ISO/IEC 20000 standard.
  • The ISO/IEC 20000 Foundation Qualification is a much sought after qualification, prepares you to develop your career as an internal or external IT Service Management consultant.

Technical Requirements


  • Screen Resolution: 1020 x 768 or above
  • Network/Internet Connection: 4Mb (megabits) or above
  • Windows XP or higher
  • Microsoft Internet Explorer 6+
  • Firefox 3+
  • Safari 4+


  • Screen resolution: 1020 x 768 or above
  • Network/Internet connection: 4Mb (megabits) or above
  • Mac OS X 10 or higher
  • Firefox 3+
  • Safari 4+

Adobe Flash Player 10+

Compatible speakers/headphones.

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
RAM 1024MB 2GB

Acceptable browsers are:

Google Chrome
Mozilla Firefox
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 Overview

Exam Duration: 60 minutes

Exam Format: Closed book, multiple choice

Exam Delivery: Online, webcam proctored

Exam Pass Mark: 65% (26/40 questions)

Exam Type

Proctored Exam

Professional Development Units - PDU's

There are no Professional Qualification Credits associated with this course.


ISO/IEC 20000 Foundation Certificate

Next Steps

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

ITIL® Capability Bundle Online


Congratulations on achieving your ISO/IEC 20000 Foundation Qualification!

Contact one of our friendly Account Managers to discuss your next steps.