PECB CourseQuality & ManagementFoundationISO/IEC 20000ISO/IEC 20000 Foundation
Understand the fundamentals of ISO/IEC 20000 IT service management systems and their requirements.
Course Description
This foundation course introduces ISO/IEC 20000, the international standard for IT service management systems (SMS). Participants will learn the fundamental concepts of IT service management, the SMS requirements, and how ISO/IEC 20000 supports the delivery of quality IT services aligned with business needs.
Who Should Attend
- IT service management professionals
- IT operations and support staff
- Service desk managers
- IT managers seeking SMS understanding
Learning Objectives
- 1Understand the key concepts and requirements of ISO/IEC 20000
- 2Learn the SMS framework and service lifecycle
- 3Comprehend the relationship between ISO/IEC 20000 and ITIL
- 4Identify the SMS certification process for organizations
Prerequisites
- No specific prerequisites required
- Basic understanding of IT service delivery is helpful
Course Modules
Day 1: Introduction to ISO/IEC 20000 and IT Service Management
IT service management concepts; the ISO/IEC 20000 standard series; relationship with ITIL, COBIT, and other ITSM frameworks; SMS structure and high-level requirements; service management principles; and the service lifecycle.
Day 2: SMS Requirements, Processes, and Certification Exam
SMS requirements overview (clauses 4-10); service portfolio management; relationship and agreement management; supply and demand management; service design, build, and transition; resolution and service request processes; service assurance; and the Foundation certification exam.
Exam Details
Duration
1 hour
Format
Multiple choice (40 questions), closed book
Passing Score
70%
Retake Policy
Free retake within 12 months after first failure
Available in:
Certification
PECB Certified ISO/IEC 20000 Foundation
Issued by PECB
Digital Badge & Verification
Verified via Credly
Upon passing the exam, your certificate will be issued as a digital badge via Credly. This badge can be shared on LinkedIn, embedded in your email signature, and verified by anyone at any time.
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