Paradigm Training

ISO/IEC 20000 Foundation



Certification Options


Course Description

This course provides a comprehensive introduction to ISO/IEC20000, the international standard for service management.

Course Summary

Name: ISO/IEC 20000 Foundation
Duration: 15 hours
Delivery: E-Learning
Language: English
Accreditor: APMG
PDU: N/a

Learning Outcomes

Foundation certificate holders can understand the structure of the standard and key terms used within it. They will understand what an organisation needs to do in order to be accredited to the standard.


This ISO/IEC 20000 Certification training program is an intensive, case-study-oriented workshop that is designed for those involved in the ISO/IEC 20000 implementation process and for those who would like to understand what the implementation encompasses in a better manner.


What is ISO 20000?

ISO/IEC 20000 is the international standard for IT service management (ITSM). It defines the requirements for and provides details of the IT service management system (SMS) needed to deliver managed services of an acceptable quality, together with guidance on how to demonstrate conformity with the standard.

ISO/IEC 20000 defines a set of management processes that form a service management system which can be used for the effective delivery of services to the business and its customers. The standard is applicable to all types and sizes of service provider.

It is based on the ITIL framework, so shares many areas in common, but the standard will set out what must be achieved, instead of providing guidance which can be adapted.


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

Trademarks & Copyrights

This associated accredited course has been licensed and delivered to Paradigm Management Solutions UK Ltd from her partner and course ware provider Copyright © ITSM Zone. All rights reserved.


After taking this course you will have developed the  skills to solve problems using the Lean Six Sigma project structure. Lean can be applied to any organization and business process, so you will benefit from being able to apply Lean in your organization’s industry sector.
  • At the end of the course you should be able to confidently apply Lean immediately in your industry sectors and be able to apply the knowledge and skills you have acquired straight within your organization.
  • If you wish to take your studies further this foundation level will prepare you for Lean Master Belt Practitioner e-Learning, which deals with the process of Lean intervention, how to ensure staff engagement and become equipped with the knowledge of the most successful methodology for Change Management.
  • Throughout the course, a Lean Tutor will be on hand to answer any questions that you may have and provide you with guidance as you work your way through the course.

Why ISO /IEC 20000

ISO/IEC 20000 is to provide quality IT systems that meet the needs of customers. This standard is crucial for delivering services that enable a company, not drag it into the abyss. It is about the growth of IT technology itself. That might be a little much, but you get the idea – it’s pretty important. People that rely on ISO/IEC 20000 as a benchmark include:

  • Service providers looking to demonstrate a differentiator from competitors
  • The IT shop that  wants consistency in IT operations
  • The auditor that performs independent assessment of IT services
  • The business looking to upscale their operations to meet quality standards
  • ISO 20000 ensures IT service management is not only consistent, but also standardized in training requirements, processes and quality.

Candidates do not require any formal knowledge of ITSM. The course is delivered in a way that includes sufficient generic ITSM content to allow ISO/IEC 20000 to be understood in the context of how the standard operates in a typical IT service provider organization.

This qualification will build on basic audit and IT knowledge with regard to the contents of ISO/IEC 20000 and its use.

Unsure whether you meet the prerequisites?

Don’t worry – we’ll discuss your technical background, experience and qualifications to help determine whether this course suits you. Just call us on +44 845 682 4690 and speak to one of our consultants.

Learning Objectives:

The candidate should understand the principles of ITSM and the contents of ISO/IEC 20000. Specifically, the candidate should understand:

The background to ISO/IEC 20000

  • The scope and purpose of Parts 1, 2 and 3 of ISO/IEC 20000 and how these can be used
  • The terms and definitions used
  • The fundamental requirements for an SMS and the need for continual improvement
  • The processes, their objectives and key requirements in a typical IT service provider scenario
  • Eligibility and scoping requirements
  • The purpose of internal and external audits, their operation and the associated terminology.
  • The operation of the APMG Certification Scheme



Course Introduction

Module 1: Introduction to ISO/IEC20000

Module 2: Service management system general requirements

Module 3: Service delivery and relationship processes

Module 4: Design, transition, control and resolution processes

Module 5: Audits

Module 6: Exam preparation

Examination Vouchers

In order to take the Certification exam you need to ensure that you check (choose) the exam voucher option before checkout.

You will then be entitled to an exam voucher that can be used to schedule your exam.

When you think you’re ready, just contact us and we’ll order your exam voucher.

If you chose to purchase the course and not the exam and then decide at a later date that you can see the benefit that the additional Certification will give you, no problem, just purchase the course again and ensure you include (choose) the exam option, then using live chat or email contact us and we will issue you with a code to use at the checkout. On confirmation of the payment out support team will send you via email your voucher and instructions on how to enroll for the exam

Why is the exam not included in the course?

We feel that it is not fair to force a charge on anyone for something they may not want or may not use. Our company’s ethos is to ensure that training is as affordable as possible. So by modulising our training, the opportunity to learn remains a priority and you only pay for what you need.

What you need to know about the exam(s):

You can take the exam online or as a paper based option
Exam Format: Closed Book.
Questions: 40 multiple choice questions
Passing Score: 65% (26 out of 40)
Exam Duration: 60 minutes.
Proctoring: Live
Languages: English

Exam Prerequisites

There are no mandatory pre-requisites for the exam

Exam Location

  • Remote, at any approved location with a webcam (home/office)

Exam Planning

The exam can be taken on the last day of the course or can be scheduled to be taken at a later date.

Additional Training

Lean ties in well with other examination programs, such as ITIL®, EXIN IT Service Management based on ISO/IEC 20000 and ISOIEC 20000 Practitioner. 

This foundation level will prepare you for ISOIEC 20000 Practitioner, which is aimed at practicing IT practitioners who assist organizations to prepare for or retain ISO/IEC 20000 certification. The purpose of the Practitioner qualification is to ensure that the candidate has sufficient understanding of ISO/IEC 20000 and its application to be able to analyse and apply their knowledge to a range of activities that would support organizations in achieving and retaining ISO/IEC 20000 certification.

Professional Development Programs

This Certification is not associated with the Professional Development program















Additional information

E-Learning class Bookings

Currently all the e-learning courses offered by Paradigm Training are licensed from our accredited courseware providers who together with us offer you a seamless learning experience.

You will benefit from the experienced trainers advice from both our partners and our own accredited trainers who are on hand to support you on this learning journey.

.The course trainers and mentors are available to answer questions by email through the virtual classroom environments that we assign you.

Additional learning based questions can be sent to where we will pass the questions on to the appropriate trainers.

Financial Committment

We at Paradigm people built this platform in order to ensure that learning and the sharing of knowledge is the principle focus for us.

Knowing this, if you (the learner) wish to take this course and has a financial encumbrance that prevents the enrollment for this course, please reach out to us by email to and we will work with you to ensure knowledge acquisition and learning is still an outcome.

We will dialogue with you in the strictest of confidence in order to bring your learning to gain


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