ISO/IEC 20000 Foundation


Learning Objectives

The candidate should understand the scope, objectives, key terminology and high-level requirements of the ISO/IEC 20000 standard, how it is used in a typical service provider organization, together with the main elements of the certification process.

Specifically, the candidate should understand:

The scope and purpose of Parts 1, 2, 3 and 5 of ISO/IEC 20000 and how these can be used

The key terms and definitions used

The fundamental requirements for an SMS and the need for continual improvement

The processes, their objectives and high-level requirements

Applicability and scope definition requirements

The relationship with best practices, ITIL 2011, and related standards, ISO 9001 and ISO/IEC 27001.

Target Group

This qualification is aimed at staff working within a service provider organization that requires a basic understanding of the standard. It is equally relevant for those working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.

There is no pre-requisite for the Foundation qualification but knowledge of the basic principles of IT service management would be an advantage.


Understand the relationship between ISO/IEC 20000 standard and ITSM and use best practices in ITSM to apply appropriate methods within an organization.

The Purpose

To confirm that a candidate has sufficient knowledge of the contents and high-level requirements of the ISO/IEC 20000 standard, and understands at a foundation level how the standard operates in a typical service provider organization. Possession of the Foundation Certificate is also one of the possible prerequisites for the Practitioner qualification.

Format of the Examination:

Type: 40 MCQ

Duration: 60 minutes

Supervised: Yes

Open Book: No

Pass Score: 26/40 %65

Delivery: Online

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