ISO/IEC 20000 Foundation - Management Systems - PEOPLECERT International

This is the Foundation level course, candidates will be introduced to the principles and core elements of the ISO/IEC 20000 standard for IT Service Management

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ISO/IEC 20000: IT Service Management (ITSM) is the recognized International standard, which defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers. This standard is framework independent. As Information Technology (IT) becomes more vital to organizations seeking to achieve strategic goals on a daily basis, top performing IT service providers need to demonstrate world class service capabilities aligned to strategic goals. The ISO/IEC 20000 standard for IT Service Management allows an organization to demonstrate achievement of excellence and compliance with global best practices for quality in IT Service Management.


PEOPLECERT’s ISO 20000 Foundation level qualification covers the knowledge required for a candidate to prove a solid understanding of the content and requirements of the international standard, ISO/IEC 20000: IT Service Management. In short, the Foundation certification covers the knowledge required to gain an understanding of the content and requirements of the international standard ISO/IEC 20000: IT Service Management. Other available levels of certification cover more advanced knowledge and application of the standard.

Target Group/Audience

This qualification is the first level of the ISO/IEC 20000 certification scheme provided by Peoplecert, and is aimed at anyone working within a service provider organization (internally or externally) who may require to have and demonstrate a solid knowledge and understanding of the ISO/IEC 20000 standard and its content. The certification can also cater for candidates seeking personal certification, also in regards to their knowledge and understanding of the requirements and the content of the standard. This qualification will provide the Foundation level of knowledge to its holders and will certify that they have a solid understanding of the standard and its content. Note that this qualification does not provide the advanced level of knowledge for:

(a) external or internal auditors
(b) external consultants or managers
(c) staff responsible for managing implementation of the standard in a service provider organization

This advanced level of knowledge is covered in the next levels of the ISO/IEC 20000 certification scheme provided by Peoplecert.

Course Objectives

Holders of PEOPLCERT’s ISO 20000: IT Service Management Foundation Certification will be able to demonstrate their knowledge, ability, competence and understanding in:

  1. Definitions and principles of quality management services in accordance with ISO/IEC 20000
  2. Positioning of ISO/IEC 20000 in the IT service management including its relationship with other standards and best practices.
  3. Objectives and requirements in each section of the specification.
  4. Scope, aims and use of the ISO/IEC 20000 Specification and Code of Practice.
  5. Processes and objectives of ISO/IEC 20000 and IT service management (ITSM).
  6. Fundamental requirements for a service management system (SMS).
  7. Purpose of internal and external audits, their operation and associated terminology.
  8. Eligibility and scoping statement requirements.
  9. Requirements of the IT service management system and the Plan, Do, Check, Act cycle.
  10. How assessments, reviews and internal audits of IT Service Management systems against the requirements of the standard are used.

Entry Criteria/Training Requirements

No specific entry criteria exist for candidates of the ISO 20000 Foundation level examination. However, it is strongly recommended that candidates have at least a basic knowledge of IT service management concepts and terminology and have undergone some formal training on the subject with a proposed duration of 16 hours. A detailed breakdown of these training hours, per topic area is provided in the syllabus section.

Examination Format

Multiple choice examination questions
40 questions
26 marks required to pass (out of 40 available) - 65%
60 minutes’ duration
Closed book.