ISO 20000 Foundation — IT Service Management

During this accelerated one-day ISO 20000 Foundation course, you’ll gain a solid understanding of the key principles, concepts, and requirements of IT Service Management (ITSM) based on ISO/IEC 20000.

Led by expert instructors, this course provides a structured introduction to ITSM, covering the purpose, benefits, and structure of ISO/IEC 20000. Through interactive sessions and practical examples, you’ll explore how ISO 20000 helps organisations establish, implement, maintain, and improve a Service Management System (SMS).

By completing this Foundation course, you’ll be prepared to contribute to ISO/IEC 20000 initiatives within your organisation and support the delivery of consistent, reliable, and high-quality IT services. Earning the PECB ISO 20000 Foundation certification validates your knowledge of IT Service Management best practices and demonstrates your commitment to improving IT service delivery and customer satisfaction.

Throughout this course, you will:

• Understand the basic service management concepts, definitions, and approaches
• Get acquainted with the ISO/IEC 20000-1 requirements for a service management system
• Develop a general understanding of how an organisation can meet the requirements of ISO/IEC 20000-1

With Firebrand’s Lecture | Lab | Review methodology, you’ll certify while gaining access to official courseware, expert instruction, and an immersive, distraction-free learning environment.

As part of the course, you’ll take the ISO 20000 Foundation exam, backed by our Certification Guarantee for added confidence. Additionally, upon certification, you’ll earn a digital badge, enhancing your professional credibility in IT Service Management.

Why choose Firebrand?

• Flexible Delivery Options: Choose between classroom-based training or virtual instructor-led sessions, with delivery options to suit your needs and schedule
• Comprehensive Certification Preparation: Covers the PECB exam topics with integrated study materials and practice exercises
• Interactive Learning: Includes workshops, case studies, and group discussions to apply concepts practically
• Experienced Instructors: Led by certified trainers with extensive industry experience

This training course is intended for:

• Managers and consultants seeking to acquaint themselves with ISO/IEC 20000-1 requirements for an SMS
• Personnel responsible for managing, maintaining, and improving services and service delivery capabilities
• Aspiring professionals seeking knowledge about basic concepts of service management
• Members of SMS implementation and operation teams
  Individuals wishing to pursue a career in service management

• Standards and introduction to ISO/IEC 20000-1
• Fundamental concepts and principles of a Service Management System
• Context of the organization
• Leadership
• Planning
• Support for the SMS
• Operation
• Performance evaluation
• Improvement

At the end of this course, you'll sit the PECB Certified ISO/IEC 20000 Foundation examination, covered by our Certification Guarantee.

• Duration: 60 minutes (1 hour)
• Format: Multiple-choice questions, closed-book
• Number of Questions: 40
• Pass Score:70%
• CPD points available: 14 CPD points available upon completion
• Digital Badge: PECB have partnered with Credly to offer you the chance of earning a digital badge upon completing your certification.

Competency domains covered during the examination include:

• Domain 1: Fundamental concepts and principles of Service Management and the SMS based on ISO/IEC 20000-1
• Domain 2: ISO/IEC 20000-1 requirements for an SMS – Clauses 4 to 10

There are no prerequisites to participate in this training course.

Your accelerated course includes:

• Accommodation *
• Meals, unlimited snacks, beverages, tea and coffee *
• On-site exams **
• Exam vouchers **
• Practice tests **
• Certification Guarantee ***
• Courseware
• Up to 12 hours of instructor-led training each day
• 24-hour lab access
• Digital courseware **

* For residential training only. Accommodation is included from the night before the course starts. This doesn't apply to online courses.
** Some exceptions apply. Please refer to the Exam Track or speak with our experts.
*** Pass the first time or train again for free as many times as it takes, unlimited for 1 year. Just pay for accommodation, exams, and incidental costs.

Seven reasons why you should sit your course with Firebrand Training

• Two training options. Choose between residential classroom-based and online courses
• You'll be certified fast. With us, you’ll be trained in record time
• Our course is all-inclusive. A one-off fee covers all course materials, exams**, accommodation* and meals*. No hidden extras.
• Pass the first time or train again for free. This is our guarantee. We’re confident you’ll pass your course the first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
• You’ll learn more. A day with a traditional training provider generally runs 9am–5pm, with a nice long break for lunch. With Firebrand, you’ll get at least 12 hours/day of quality learning time with your instructor
• You’ll learn faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
• You’ll be studying with the best. We’ve been named in the Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified over 135,000 professionals

*For residential training only. Doesn't apply to online courses
**Some exceptions apply. Please refer to the Exam Track or speak with our experts