ISO 20000 Foundation Training Program

This course about the ISO/IEC 20000 Foundation program includes the basic elements of the Service Management System (SMS) in compliance with the ISO/IEC 20000 standards. It covers different modules of ITSMS and also focuses on ITSMS procedures, policies, performance measurements, continual improvement, management review, management commitment, and internal audit.


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ISO 20000 Foundation Training Course

ISO/IEC 20000 is an entry-level certification that introduces candidates to the international standards for IT Service Management (ITSM). The certification provides an in-depth understanding of the implementation process of an effective Service Management system that is essentially required to deliver high-quality IT services.

Vinsys prepares professionals with the knowledge and practical skills needed to crack the ISO 20000 Foundation certification exam provided by PeopleCert. This includes basic principles and core elements of the ISO/IEC 20000 standard for ITSM along with practical exercises and training from expert trainers. The ISO/IEC 20000 Foundation training program is designed to achieve excellence to clear the certification exam in the first attempt and apply the acquired skills for organizational benefits.

The ISO/IEC 20000 Foundation Training is adopted by many organizations as it enables them to identify & control risks and achieve business goals effectively. Organizations constantly require certified professionals who can justify the position requirements and perform aptly while conforming to the standards and guidelines laid by ISO/IEC 20000.

Course Curriculum


This course intends to benefit individuals who:

  • Work in the field of IT Service Management
  • Wish to gain in-depth knowledge about the ITSMS processes
  • Are interested in pursuing a career in ITSM

Eligibility Criteria

There are no prerequisites for taking the ISO/IEC 20000 Foundation Course.

Course Objectives

After completing this ISO/IEC 20000 Foundation Training Program, learners will be able to:

  • Understand the code of practice for IT Service Management
  • Identify the correlation between ISO/IEC 20000 and other related standards as well as frameworks
  • Define the approaches, techniques, and methods used for management and implementation of an ISMS
  • Know the purpose of internal as well as external audits, associated terminology, and operations
  • Understand the requirements of ITSMS and the Plan, Do, Check, Act (PDCA) cycle
  • Learn how to assess, review, and perform an internal audit of IT Service Management Systems in an organizational environment

About The Examination

Exam Pattern: Objective testing

No. of Questions: 8 questions - 10 question items per question, each worth one mark

Passing Criteria: 44 marks or more required to pass (out of 80 available) - 55%

Exam Duration: Two-and-a-half hours (150 minutes) duration, no additional reading time

Exam Type: Open book exam


The ISO/IEC Certification can be achieved after clearing the certification exam and does not expire.

Course Benefits

ISO/IEC Certification course offers a range of benefits to individuals and organizations. Candidates will gain the ability to:

  • Understand the correlation between ISO/IEC 20000 standard and ITSM practices in an organization
  • Identify potential issues regarding eligibility, applicability, and scope in order to assist in certification audits as well as providing advice on the implementation of continual improvement processes
  • Describe the roles and responsibilities guided by the ISO/IEC 20000 standard and code of practice
  • Recognize the necessity to plan, implement and manage ITSM processes, schedule regular reviews, audits, assessments and organize a full-proof plan for continual service improvement
  • Grab great opportunities in the field of ITSM with major corporates

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Training Options


Instructor-Led Session

  • 5 days Instructor led Online Training
  • Experienced Subject Matter Experts
  • Approved and Quality Ensured training Material
  • 24*7 Leaner Assistance And Support


Customized to your team's need

  • Customized Training Across Various Domains
  • Instructor-Led Skill Development Program
  • Ensure Maximum ROI for Corporates
  • 24*7 Learner Assistance and Support

Course Outline

  • Fundamentals of IT service management.
  • What is service management system and how it can be managed?
  • Benefits of ITSMS
  • Framework of ITSMS
  • Core concepts of IT Service Management
  • Introduction to Management Systems
  • Understanding the service management boundary and determining the scope of the IT service management system
  • IT service management system process areas
  • Policy
  • Organizational roles, responsibilities, and authorities
  • Planning for the service management system
  • Service catalog and list of services
  • Risk management of services
  • Service management plan and the requirements.
  • Core concepts of the Service Management System (SMS)
  • Budgeting and accounting for services
  • Resources management
  • Risk assessment for services
  • Service reporting
  • Documents and records supporting the Implementation of ITSM
  • Supplier management process
  • Service level management Understanding the service management boundary and determining the scope of the IT service management system
  • IT service management system process areas
  • The service delivery processes and their relationships
  • Service level management
  • Service reporting
  • Service Continuity and availability management
  • Budgeting and Accounting for services
  • Capacity management
  • Information security management
  • The relationship processes and their relationships (Business relationship management, Supplier management).
  • The resolution processes and their relationships (Incident and service request management, Problem management).

The control processes and their relationships (Change management, configuration management, release and deployment management

Course Reviews


Vinsys equips highly professional, expert faculty for ISO courses and pairs it with fully-functional training labs, innovative training methodologies and flexible schedules in order to provide maximum training satisfaction to students. With more than 20 years in the training field, our entire team has developed innovative ideas and expertise in delivering course content efficiently that focuses highly on practical skill development.

Key features of our training include:

  • Real-world examples
  • Skill-based learning
  • Highly interactive sessions
  • Flexible training hours
  • Accredited course material
  • 98% course satisfaction
  • Post-training assistance
  • Complete exam preparation guidance
  • Extensive hands-on for practical training