ISO20000 Foundation Modules

• The definitions and principles of service quality management
• The position of ISO/IEC 20000 in frameworks IT Service Management practices
• The Quality specifications for IT Service Management
• The code of practice for IT Service Management

Target group

The target audience includes employees of both internal and external service providers, who play a role or have an interest in ISO/IEC 20000, even if such an organization is not (yet) certified. The ISO/IEC 20000 Foundation Certificate is particularly aimed at this wider audience. In addition, for customers considering requesting their service providers to become ISO/IEC 20000 certified, they can get an insight into what can be expected of their service providers. The ISO/IEC 20000 Foundation Certificate is a prerequisite for the other qualifications within the ISO/IEC 20000 qualification scheme.

Basic concepts

• Understanding the definitions and principles of service quality management
• Quality
• Service
• IT Service Management
• Processes
• Continual improvement

• Understanding the position of ISO/IEC 20000 in frameworks IT Service Management practices
• The landscape of standards and
• The concepts of certification
• The concept of ISO/IEC 20000

• The Quality specifications for IT Service Management
• The quality specifications for Management and Improvement of ITSM Processes
• The quality specifications for Control of IT Services
• The quality specifications for Alignment of IT and the Business
• The quality specifications for Delivery of IT Services
• The quality specifications for Support of IT Services

• The code of practice for IT Service Management
• The best practices for Management and Improvement of ITSM Processes
• The best practices for Control of IT Services
• The best practices for Alignment of IT and the Business
• The best practices for Delivery of IT Services
• The best practices for Support of IT Services