ICTQual ISO/IEC 20000 ITSMS Foundation

This ICTQual AB foundation course provides structured introductory training on ISO/IEC 20000, service management system principles, IT service delivery requirements, continual improvement, and practical ITSMS application.

• 5 days foundation-level training programme

• Mandatory assessment conducted through Approved Training Centres

• Focus on ISO/IEC 20000 service management system requirements

• Covers IT service management concepts, processes, and terminology

• Suitable for learners new to ISO/IEC 20000 and ITSMS

• Supports progression to advanced ITSMS implementation and auditing courses

The ICTQual ISO/IEC 20000 ITSMS Foundation course is designed to provide learners with a clear understanding of ISO/IEC 20000 and its role in establishing, implementing, maintaining, and continually improving a service management system for IT services.

• Understand the purpose and scope of ISO/IEC 20000

• Build knowledge of IT service management system requirements

• Learn the structure and operation of an ITSMS

• Understand the relationship between IT service delivery and business needs

• Recognise the importance of monitoring, measurement, and continual improvement

• Prepare for progression into ISO/IEC 20000 implementer or auditor training

Learners will gain foundation-level knowledge of ISO/IEC 20000, IT service management principles, service management system requirements, operational controls, performance evaluation, and continual improvement.

• Understand the basic concepts, terminology, and principles of IT service management

• Explain the purpose, scope, and structure of ISO/IEC 20000

• Identify the key requirements of a service management system

• Understand how organisations plan, support, operate, and improve IT services

• Recognise the role of monitoring, measurement, performance evaluation, and improvement

• Understand how ISO/IEC 20000 supports reliable, compliant, and customer-focused IT service delivery

This course is suitable for learners, professionals, and organisations seeking foundation-level knowledge of ISO/IEC 20000, IT service management systems, and structured IT service delivery practices.

• IT service managers and IT support staff

• IT operations and service delivery professionals

• Quality managers and compliance personnel

• Consultants and advisors involved in IT service management

• Individuals preparing for ISO/IEC 20000 implementation or auditing pathways

• Learners seeking a foundation in ITSMS concepts and ISO management system practices

Learners should have sufficient English language ability to understand course materials and assessments; no formal academic or professional ISO/IEC 20000 experience is required.

• Basic understanding of IT services, IT operations, or service management concepts is helpful but not mandatory

• Sufficient English proficiency is required for participation, learning activities, and assessment completion

Assessment is mandatory and conducted through Approved Training Centres to evaluate learners’ understanding of ISO/IEC 20000 foundation concepts and their ability to apply ITSMS knowledge.

• Knowledge-based quizzes

• Multiple-choice questions

• Assessment of understanding of course material

• Minimum passing score requirement set by the awarding body or Approved Training Centre

Successful completion provides a foundation for advanced ISO/IEC 20000 learning, IT service management roles, and professional development in service management, compliance, implementation, and auditing.

• ICTQual ISO/IEC 20000 IT Service Management System Lead Implementer Course

• ICTQual ISO/IEC 20000 IT Service Management System Internal Auditor Course

• ICTQual ISO/IEC 20000 IT Service Management System Lead Auditor Course

• Career progression in IT service management, IT governance, compliance, consultancy, and service improvement roles