Training: ISO/IEC 20000 Foundation

Ref. ISO-20000FO


Ce cours de trois jours permet aux participants de se familiariser avec les concepts de base de la gestion des services informatiques.  Ils pourront passer l’examen “ISO 20000 Foundation” à l’issue de ce cours.

Participant profiles

  • Professionnals in need to understand IT Service Management activities


  • Understand questions raised by IT Service Management
  • Describe ISO 20000 fundamentals and code of practice
  • Pass the ISO 20000 Foundation exam


  • No prerequisites

Course content

Module 1: Principles of service quality management
  • Lesson 1: Understanding what is a service, IT service management, quality, process, continual improvement, risk management and information security
Module 2: Introduction to ISO/IEC 20000
  • Lesson 1: Understanding the Deming cycle, ISO 20000 standard, ISO 20000 structure, concepts of certification
  • Lesson 2: Presentation of the three part of ISO/IEC 20000 standard family
Module 3: SMS general requirements
  • Lesson 1: Understand the Management responsibilities, governance, documentation, resource management, service management systam (SMS) implementation phases
Module 4: Design and transition for new or changed services
  • Lesson 1: Plan, design, develop and transition a new or changed service
Module 5: Service delivery processes
  • Lesson 1: Understanding processes such as Service Level Management or Service Reporting, Capability, Continuity or Availability
Module 6: Relationship processes
  • Lesson 1: Understanding processes such as Business Relationship or Supplier Management
Module 7: Resolution processes
  • Lesson 1: Understanding processes such as Incident, Service request or Problem management
Module 8: Control processes
  • Lesson 1: Understanding processes such as Configuration, Change or Release and Deployment management
Module 9: ISO/IEC 20000 Foundation examination simulation


  • Digital courseware included

Lab / Exercises

Lab 1: Explain importance of a good IT Service Management (ITSM)
Lab 2: Identify challenges you may face during ITSM implementation
Lab 3: Review of all processes and their main characteristics


  • This course prepares you to the ISO/IEC 20’000 Foundation exam. If you wish to take this exam, please contact our secretariat who will let you know the cost of the exam and will take care of all the necessary administrative procedures for you

Complementary courses

Temptraining funding

ITTA is a partner of Temptraining, the continuing education fund for temporary workers. This training fund can subsidize continuing education for anyone who works for an employer subject to the Collective Work Agreement (CCT) Rental of services.
Prix de l'inscription
CHF 2'350.-

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Horaires d’ouverture

Du lundi au vendredi, de 8:30 à 18:00.


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Monday to Friday, from 8:30 am to 06:00 pm.

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