Microsoft Gold Partner For Learning


ISO/IEC 20000 Foundation Course

Course ISO-IEC : Four days; Instructor-Led



Course Overview


This four-day Live Instructor Led online course is an introduction to the ISO/IEC 20000:2011 International Standard for IT Service Management. This course will demonstrate to the benefits of using an integrated IT Service Management System in the delivery of quality IT services to customers. This course also includes preparation for the  ISO/IEC 20000 foundation certification examination offered by EXIN

Course Objectives

         Educate organizations seeking ISO/IEC 20000 certification

         The training provides best practices as outlined in      ISO/IEC 20000 series of documents

         Demonstrate the Benchmarking of Service Delivery to an ISO/IEC 20000 Service Management System.

         Prepare individuals for the ISO/IEC 20000 Certification Exam


Who Should Attend

              ITSM Professionals

              IT Project Managers

              IT Support Staff

              IT Auditors



        Introduction to Service Management

       Service Quality

       ITSM Frameworks

Service Management System Requirements

       Management Responsibility

       Governance of Process

       Documentation Management

       Resource Management

       Establish and Improve the SMS

Design and Transition of Services

       Plan New or Changed Services

       Design and Transition of New or Changed Service

Service Delivery Processes

       Service Level Management

       Service Reporting

       Service Continuity and Availability Management

       Budgeting and Accounting for Services

       Capacity Management

       Information security Management

Relationship Processes

       Business Relationship Management

       Supplier Management

Resolution Processes

       Incident Management

       Problem Management

Control Processes

       Configuration Management

       Change Management

       Release and Deployment Management




For more information call 720.346.1710 or visit:

7800 E. Dorado Place, Greenwood Village, CO 80111