EXIN ITSM ISO/IEC 20000 Foundation

On Demand

Accredited by APMG


Course Description


It is important to note that ISO/IEC 20000 IT Service Management Foundation Certification is not a different version or flavor of the ITIL Foundation Certification.


How Does ISO/IEC 20000 Differ from ITIL?


The main focus of ISO/IEC 20000 is on the understanding and development of a service management system (SMS). The SMS is the unique feature that allows organizations to successfully adopt and adapt service management. It is also the feature that differentiates ISO/IEC 20000 from ITIL.


Does it Help to Know ITIL or be ITIL Certified?


Being ITIL Foundation Certified or knowledgeable provides a great background for individuals getting started in ISO/IEC 20000. However, In ISO/IEC 20000 you will learn how to manage your initiative. If you want to become ISO/IEC 20000 Certified, you will need to take this class or have equivalent knowledge and fully understand the standard in order to pass the exam.   Being ITIL Foundation Certified will not prepare you to pass the ISO/IEC 20000 exam.


What Does this Course Cover?


This course identifies the essential components of IT Service Management that meet the ISO/IEC 20000 standard. It discusses defining and agreeing to service requirements, planning resources to meet business outcomes, supporting service delivery and providing value for the customer and the service provider so you can make the necessary changes in your organization to have a positive impact on the services you provide.


The Foundation course provides key information and concepts for IT Service Management based on ISO/IEC 20000 as well as its relationships with other areas of information management so you can connect the information to what you’ve previously learned about ITSM. It builds the fundamental skills and knowledge enabling one to participate in organizational teams working within Service Management so your team can work more effectively together and have a stronger impact. We place emphasis on the service management system (SMS) and service management processes, specifically the core concepts and basic terminology of IT service management based on ISO/IEC 20000 in order to properly prepare you for the Foundation exam.


Once you have completed ISO/IEC 20000: IT Service Management Foundation and successfully passed the exam, you will want to take the ISO/IEC 20000 : IT Service Management Associate course. This course builds on the foundation knowledge, taking the high-level information gained in the Foundation course and providing additional depth and practical context. The Associate has a much more ‘global’ view of the standard as well as the daily activities required to maintain or achieve ISO/IEC 20000 implementation.


The course teaches to the current standards: ISO/IEC 20000-1 and SO/IEC 20000-2:2012.


In This Course You Will Learn How To:

  • Explain the core concepts of Service Management and quality frameworks
  • Describe the Service Management System (SMS) and the value and application of the PDCA cycle
  • Discuss high-level concepts around service design and transition
  • Identify Objectives, activities and quality requirements of the service management process







Module 00: ISO/IEC 20000: IT Service Management Foundation-Course Introduction


Module 01: Managing the Service: Somebody Has to Do It

  • What is quality and why it is important?
  • What is an IT service?
  • The factors Needed to Provide an IT service
  • The Benefits and Characteristics of a Process-Based Approach
  • The Concept of IT Service Management
  • The Benefits and Risks of IT Service Management
  • The Role of Tools Used Within IT Service Management
  • The Principles of Continual Improvement and the Applications of the PDCA Cycle
  • Exercise: ITSM and Failure


Module 02: Everything has to fit together in ITSM!

  • The purpose and benefits of ISO/IEC 20000
  • The Parts of 20000
  • The Deming Cycle – PDCA


Module 03: Complimentary Frameworks Part 1

  • ITIL
  • CobiT 4.1
  • CobiT 5
  • Six Sigma


Module 04: Complimentary Frameworks Part 2

  • CMMI
  • ISO 90001
  • ISO 27001
  • ISO 38500
  • The New Technologies


Module 05: Service Management as a Global System

  • Critical Terms
  • General Requirements
  • Documentation!
  • Resource Management


Module 06: Plan, Do, Check, Act (PDCA)

  • Deming applied to 20000
  • Audits and Reviews
  • The SMS Applied


Module 07: Service Design and Transition

  • Planning the new or changed service
  • Designing the new or changed service
  • Transitioning the new or changed service
  • Removing the obsolete service
  • Exercise: Design a Sandwich Shop


Module 08: Service Delivery Processes Part 1

  • Service Level Management
  • Service Reporting
  • Continuity and Availability


Module 09: Service Delivery Processes Part 2

  • Budgeting and Accounting
  • Capacity
  • Information Security
  • Exercise: Measuring Sandwiches


Module 10: Relationship, Relationship: One of the Secrets of Success!

  • The Customer!
  • The Supplier!
  • Supply Chain Relationships


Module 11: Resolution Including Service Requests

  • Incident
  • Service Request
  • Priority!?
  • Problem Management


Module 12: Control, Vital but with Little Glamour

  • It’s all about the parts
  • It’s all about the control
  • Putting them together
  • Exercise: Adding a New Line of Business


Module 13: Deployment

  • Release of the service
  • Controlling the release
  • Connecting to Parts and Control


Module 14: Exam Tips