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PECB Certified ISO 20000 Foundation

Become acquainted with the best practices for implementing and managing a Service Management System (SMS) based on ISO 20000


This course enables participants to learn about the best practices for implementing and managing a Service Management System as specified in ISO/IEC 20000-1:2011, as well as the best practices for implementing the Service Management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes.


Who should attend? 

  • Members of an Information Technology Service team
  • IT Professionals wanting to gain a comprehensive knowledge of the main processes of an Information Technology Service Management System (ITSMS)
  • Staff involved in the implementation of the ISO 20000 standard
  • Technicians involved in operations related to an ITSMS
  • Auditors

Learning objectives

  • To understand the implementation of an Information Technology Service Management System in accordance with ISO 20000
  • To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
  • To know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2011 and ITIL
  • To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an Information Technology Service Management System
  • To acquire the necessary expertise to contribute in implementing an Information Technology Service Management System (ITSMS) as specified in ISO 20000


Course Agenda

Day 1: Introduction to Service Management System (SMS) concepts as required by ISO 20000

  • Introduction to the ISO 20000 family of standards
  • Introduction to management systems and the process approach
  • Fundamental principles in IT Service Management
  • General requirements presentation of ISO/IEC 20000-1 clauses
  • Implementation phases of the ISO 20000 framework
  • Continual improvement of IT management
  • Conducting an ISO/IEC 20000-1 certification audit


Day 2: Implementing the Service Management processes based on ISO 20000 and Certification Exam

  • Planning and implementing change management
  • Supplier management
  • Relationship management
  • Problem management
  • Release management
  • Certified ISO/IEC 20000 Foundation exam




Educational approach

This training is based on both theory and practice:

  • Sessions of lectures illustrated with examples based on real cases
  • Review exercises to assist the exam preparation
  • Practice test similar to the certification exam
To benefit from the practical exercises, the number of training participants is limited



The “Certified ISO/IEC 20000 Foundation” exam fully meets the requirements of the PECB Examination and Certification Program (ECP). The exam covers the following competence domains:

  • Domain 1: Fundamental principles and concepts of Information Technology Service
  • Domain 2: Service Management System (SMS)

Duration: 1 hour



A certificate of Certified ISO/IEC 20000 Foundation will be issued to participants who successfully passed the exam and comply with all the other requirements related to this credential.


General Information

  • Exam and certification fees are included in the training price
  • A student manual containing over 200 pages of information and practical examples will be 
  • distributed to participants
  • A participation certificate will be issued to participants.
  • In case of failure of the exam, participants are allowed to retake the exam for free under 
  • certain conditions

Price: 3.800,00 Kn + VAT


ZIH d.o.o., tel:  01/4855-271, 4855-273, fax: 01/4855-272, e-mail: