ISO 20000™ Foundation

About the course

ISO/IEC 20000 is the international standard for IT service management (ITSM). It defines the requirements for and provides details of the IT service management system (SMS) needed to deliver managed services of an acceptable quality, together with guidance on how to demonstrate conformity with the standard.

The ISO/IEC 20000 Foundation training program is an intensive, case study oriented workshop that is designed for those involved in the ISO/IEC 20000 implementation process and for those who would like to understand what the implementation encompasses in a better manner. The workshop uses practical examples and real-life case studies to guide participants through the implementation route and prepare for the audit.

This 3 day course is aimed at those wishing to demonstrate a Foundation level knowledge concerning ISO/IEC 20000 and its use in a typical IT service provider organization. Candidates do not require any formal knowledge of ITSM. The course is delivered in a way that includes sufficient generic ITSM content to allow ISO/IEC 20000 to be understood in the context of how the standard operates in a typical IT service provider organization.


This course is suited for staff working within an ITSM service provider organization who require a basic understanding of the standard. It is equally relevant for those working within service providers, which are already certified to ISO/IEC 20000, or for those considering its implementation.


  • Participants attending the ISO/ICE 20000 Foundation course are required to have a minimum of three years’ experience conducting audits in an IT environment.

Certification Exam

  • The APMG certification exam, which is a multiple-choice exam, conducted at the end of the course
  • Multiple choice
  • 40 questions per paper
  • 26 marks required to pass (out of 40 available) – 65%
  • 60 minutes duration
  • Closed book

Note, other levels of ISO 20000 courses are available upon request

Course Content

The participant should understand the principles of ITSM and the contents of ISO/IEC 20000. Specifically:

  • The background to ISO/IEC 20000
  • The scope and purpose of Parts 1, 2 and 3 of ISO/IEC 20000 and how these can be used
  • The terms and definitions used
  • The fundamental requirements for an SMS and the need for continual improvement
  • The processes, their objectives and key requirements in a typical IT service provider scenario
  • Eligibility and scoping requirements
  • The purpose of internal and external audits, their operation and the associated terminology.


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3 days



Group discounts available



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IT Chapter Training Facility is located at

204 rue Saint Sacrement, Suite 300 Montreal, QC H2Y 1W8

Tel: 514.868.2116 / 514.431.0542