IT Governance ISO 20000 Foundation

ISO 20000 Foundation | E-learning | Online Training


This course provides a comprehensive introduction to ISO/IEC 20000, the international standard for service management.  Foundation certificate holders can understand the structure of the standard and key terms used within it.  They will understand what an organization needs to do in order to be accredited to the standard.

What is ISO 20000?

ISO/IEC 20000 is the international standard specifically for IT service management.  Certification against the ISO/IEC 20000 standard allows service providers to show that they are doing service management well, and have been audited to prove this.

ISO/IEC 20000 defines a set of management processes that form a service management system which can be used for the effective delivery of services to the business and its customers.   The standard is applicable to all types and sizes of service provider.

ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL, and is supported by other similar control approaches, such as COBIT 5

The ISO 20000 Foundation course

About the course

  • Get Foundation qualified at your own pace
  • 30 or 60 days online access
  • Fully accredited online training
  • Tutor support available via emails

Course Contents

  • 6 Modules divided into easy to absorb modules covering terminology, structure, concepts
  • Includes videos, quizzes, exercises, study guides, syllabus and sample exam
  • Study duration: 15 hours
  • Content:
    • Introduction to ISO/IEC 20000
    • Service management system general requirements
    • Service delivery and relationship processes
    • Design, transition, control and resolution processes
    • Audits
    • Exam preparation
    • Includes free eBook: ISO/IEC 20000:2011 A Pocket Guide


  • This course does not require any existing knowledge of ISO/IEC20000
  • There are no mandatory pre-requisites for the exam

Exam details

  • Exam duration: 60 minutes
  • Exam format: closed book, multiple choice
  • Exam delivery: online, webcam proctored - Read more about online exams here
  • Exam pass mark: 65% (26/40 questions)
  • Exam language: 15 minutes extra time is available for non-native English speakers.  Contact us for current translation availability


ISO 20000 Foundation - Access 30 days

305 € excluding VAT and excluding exam cost

ISO 20000 Foundation - Access 60 days

350 € excluding VAT and excluding exam cost

ISO 20000 Foundation Exam

215 € excluding VAT

The International Organization for Standardization (ISO) is a non-governmental organization which is a network of the national standards institutes of 156 countries. ISO is the owner of the ISO/IEC 20000 standard.