ICTQual ISO/IEC 20000 ITSMS Foundation
This foundation course introduces ISO/IEC 20000 ITSMS principles, service management system requirements, IT service delivery processes, continual improvement, and practical knowledge for supporting compliant, reliable IT services across organizations effectively.
Course Features
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
About This Course
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
What You'll Learn
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
Who Should Attend?
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
Course Content
Explore the comprehensive ICTQual ISO/IEC 20000 ITSMS Foundation course content designed to help you master the material through structured modules and lessons.
Fundamental Concepts and Principles of a Service Management System
Context of the Organization
Leadership
Planning
Support for the SMS
Operation
Performance Evaluation
Improvement
Course Requirements
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
Assessments
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
Progression
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
Apply Now For This Course
Fill out the application form below to enroll in ICTQual ISO/IEC 20000 ITSMS Foundation. Our team will review your application and contact you shortly with enrollment details.
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