ISO 20000 Foundation Course explores the concepts and requirements applicable to a Service Management System (SMS), clarifying how ISO/IEC 20000-1 translates into IT Service Management processes and controls. The training supports the transition from conceptual understanding to the organised application of requirements in an organisational context.
Quick Access: Introduction· Why this course exists· What this course enables· Frameworks and standards· Value· Objectives· Target audience· Prerequisites· Programme· Exam & Certification· Other information· Benefits· Logistics· FAQs· Registration
Upcoming dates
Confirmed dates.
Synchronous, live training. Interaction with the trainer and the group.
Live Online • next edition
Live Online • upcoming editions
Language: available in Portuguese or English
Training: practical and case-study based
Exam: 1h
PROFESSIONAL LEVEL — practical application of methods in a professional context
Why this course exists
To create a practical foundation and a common language in ISO/IEC 20000-1, SMS and implementation/operationalisation through a case study.
Many organisations start service management initiatives without a consistent basis of concepts, terminology and operational understanding of the structure and requirements of ISO/IEC 20000-1.
This course establishes a fundamental and applicable level of knowledge, supported by theoretical and practical sessions and by a case study, enabling professionals from different areas to understand, apply and support the implementation and operation of a Service Management System (SMS), as well as frame essential audit principles based on ISO 19011.
What this course enables you to do
Understand
Master fundamental service management concepts and interpret ISO/IEC 20000-1 in the context of a Service Management System (SMS).
Apply
Apply concepts and requirements in a real scenario through a case study, with high-level guidance for SMS implementation and operation.
Correlate
Relate the standards of the ISO/IEC 20000 family, including ISO/IEC 20000-2, 20000-3 and 20000-5, and service management best practices such as ITIL 4.
Audit (fundamentals)
Understand concepts, principles and best practices for SMS auditing, based on ISO 19011, to support audits and continuous improvement.
Frameworks, standards and best practices addressed throughout the course
SMS — fundamental concepts
Clause-by-clause overview
High-level implementation guidance
ISO/IEC 20000-2 — guidance
ISO/IEC 20000-3 — scope and applicability
ISO/IEC 20000-5 — implementation
ITIL 4 — related practices
ISO 19011 — audit principles
Compliance, legislation and related regulation
Correlated best practices
Value for the organisation
- Creates a common and applicable basis for teams involved in SMS implementation, operation and continual improvement.
- Accelerates internal alignment on ISO/IEC 20000-1 requirements, reducing noise and divergent interpretations.
- Supports preparation for ISO/IEC 20000-1 certification, strengthening understanding of requirements and supporting standards (ISO/IEC 20000-2/20000-3/20000-5) and related practices such as ITIL 4.
- Introduces audit fundamentals based on ISO 19011 to improve coordination between internal teams and internal/external audits.
Introduction
The ISO 20000 Foundation course is based on the international standard ISO/IEC 20000-1 and follows a practical approach supported by a case study, in which participants are invited to apply service management concepts and requirements in a real scenario.
The course prepares participants to support the implementation and operation of a Service Management System (SMS), and provides fundamental knowledge on audit concepts, principles and best practices based on ISO 19011.
As participants progress through the course topics, the main supporting standards of the ISO/IEC 20000 family are presented, including guidance on the application of service management systems (ISO/IEC 20000-2), guidance on scope definition and applicability (ISO/IEC 20000-3) and implementation guidance (ISO/IEC 20000-5), as well as additional relevant references, including best practices, legislation and regulation.
This ISO 20000 Foundation course prepares participants for the Certified Service Management 20000 Foundation personal certification.
This Training Plan and all associated documents are protected by Copyright and registered as a literary work with IGAC.
General Objectives
At the end of this course, participants will be able to:
- Understand the fundamental concepts of service management and the main requirements of ISO/IEC 20000-1.
- Know and understand the correlation between the standards of the ISO/IEC 20000 family, including ISO/IEC 20000-1, ISO/IEC 20000-2, ISO/IEC 20000-3, ISO/IEC 20000-5, other ISO standards and related best practices, such as ITIL 4, as well as applicable legislation and regulation.
- Support an organisation in implementing and operating an SMS based on ISO/IEC 20000-1, either as part of a team and/or during an implementation project.
- Understand the fundamental concepts and principles of auditing based on ISO 19011.
- Understand the various sources of requirements related to service management in order to discuss with peers relevant matters for the maintenance and improvement of services, including IT services, within the organisation.
- Support the organisation in achieving and maintaining ISO/IEC 20000-1 certification.
- Possess the knowledge required to successfully take the Certified Service Management 20000 Foundation certification exam and obtain a personal certification.
Target Audience
- Consultants, auditors, managers or risk professionals involved in service management and/or IT.
- Executives and senior managers responsible for ensuring service management alignment and value delivery to the organisation.
- Professionals responsible for IT Service Management and/or IT Governance within the organisation.
- IT, information security, business or other professionals involved in establishing, implementing, operating and/or continually improving an SMS based on ISO/IEC 20000-1.
- Anyone who wishes to learn the fundamentals of ISO/IEC 20000-1.
Prerequisites
There are no mandatory formal prerequisites. However, other specific requirements may apply, where relevant, depending on the quotation or proposal presented.
Programme
Introduction to the course
Introduction to service management, ISO/IEC 20000-1 and related best practices
- Service management standards, compliance requirements, legislation and regulation
- Moving towards ISO/IEC 20000-1 certification
- Service management fundamentals
- Presentation and overview of SMS requirements — Part 1: Clauses 4 to 8.1
- Service management context
- Leadership and commitment
- Planning — risks and opportunities, objectives and service management plan
- SMS support
- Operation — planning and control
SMS and audit concepts and principles
- Presentation and overview of SMS requirements — Part 2: Clauses 8.2 to 10
- Operation — service portfolio
- Operation — relationship and agreement
- Operation — supply and demand
- Operation — service design, transition and build
- Operation — resolution and fulfilment
- Operation — service assurance
- Performance evaluation
- Improvement
- Introduction to audit concepts and principles based on ISO 19011
Exam(s) and Certification
Exam “Certified Service Management 20000 Foundation”
The exam covers the following competence domains:
- Domain 1: Service management fundamentals
- Domain 2: ISO/IEC 20000-1 Service Management System requirements
- Domain 3: Fundamental audit concepts and principles based on ISO 19011
Language(s): Portuguese and English.
Duration: 1 hour.
Format: Multiple choice.
Pass mark: 260/400 points.
Results: Pass or Fail.
Issuing entity: Behaviour (legal entity), through its certification service Behaviour Certification Services.
Retake: 1 free retake within a maximum period of 2 months after the result of the initial exam.
Certification
After successfully completing the exam and accepting or signing the applicable agreement and Code of Ethics, the candidate achieves the credential Certified Service Management 20000 Foundation, issued by Behaviour (legal entity), through its certification service Behaviour Certification Services.
A Certificate and a Digital Certification Badge will be issued to participants who successfully complete the certification exam and satisfy all requirements of the certification for which they are applying.
The personal certification programme Certified Service Management 20000 Foundation is developed and maintained in accordance with the international standard ISO/IEC 17024.
Certification programmes are valid only for individuals, and the award and maintenance of certification depend on the exam result, professional experience and compliance with the applicable agreement and Code of Ethics.
If the professional does not comply with the agreement or the Code of Ethics, the certification is not granted or is revoked.
Other Information
General Information
- Training available in Portuguese or English.
- Training materials available online and in English, with online access, in accordance with the awarded conditions.
- Behaviour digital Training Attendance Certificate with 16 CPD/CPE credits.
- Online Certification Exam, in Portuguese or English. The exam may be taken up to 2 months from the course start date.
- If the candidate does not pass the exam, they are entitled to one free retake within a maximum period of 2 months from the release date of the initial exam result.
- Digital Certification Diploma and Digital Certification Badge after passing the exam and completing the application process. This process has no associated cost.
Trainer(s)
Benefits
View benefits
- ISO/IEC 20000-1 defines requirements for an internationally recognised and auditable Service Management System (SMS).
- It supports organisational certification and international recognition, contributing to maturity, trust and optimisation of operations and service quality.
- The course is based on the BEHAVIOUR pedagogical model, with a personal certification programme in accordance with ISO/IEC 17024.
- It addresses the knowledge required to support SMS implementation and operation, and provides an overview of ISO/IEC 20000-2, 20000-3 and 20000-5, as well as related best practices such as ITIL 4.
- The exam is supervised by an official BEHAVIOUR administrator.
- In case of failure, there is 1 free retake within a maximum period of 2 months after the initial exam result.
Logistics
Useful information
- Live Online (synchronous time): 09h30–13h00 and 14h00–17h30 (Lisbon time), with short breaks
- Classroom (synchronous time): 09h30–13h00 and 14h00–17h30 (Lisbon time), with short breaks
- 14 hours of synchronous training, distributed across 2 consecutive days
- Estimated 2 hours of guided autonomous work, intended for content consolidation and exam preparation, completed flexibly outside synchronous sessions
- Requirements: computer with stable internet, browser, PDF reader and audio/video
Hotels in Lisbon
Frequently Asked Questions
Objective answers to the most common questions about the ISO 20000 Foundation course.
Is it mandatory to have completed the Essentials course before?
Does this course address practical application?
Is the course more conceptual or technical?
Does this course replace implementation or audit training?
In which professional contexts is this course most useful?
- Professionals who need to understand the standard or framework to interact with technical teams;
- Professionals who participate in or follow compliance, governance or audit projects;
- Professionals who want technical framing before taking on implementation, audit or decision-making responsibilities.
After this course, will I be able to better frame incidents, requests and services in my daily work?
For general questions about registration, delivery modes, exams, certification and recertification, please consult the BEHAVIOUR® FAQs.
Registration
Complete the form to request your registration for the preferred edition. Check the upcoming dates.
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If you would like help to frame the course within your professional or organisational context, contact us and we will indicate the most suitable path.
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Companies: request a proposal
For team registrations, we provide volume conditions and a proposal tailored to the organisational need.
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This course may be attended by individual professionals. It may also be integrated into foundation pathways for teams involved in the implementation and operation of a Service Management System.