- Why
- Who
- Objectives
- Approach
- Prerequisites
- Agenda
- Examination
- Certification
- CPD Credits
- Brochure
- Format
- Delivery
- Language
Why should you attend?
The PECB Certified ISO/IEC 20000 Foundation training course presents the basic concepts of service management and the requirements of ISO/IEC 20000-1 for a service management system (SMS). In this training course you will learn about the various aspects of an SMS, including the context of the organization, top management involvement and activities, planning and resources for the SMS, controls and measures for service delivery activities, performance evaluations, and continual improvement activities.
After completing the training course, you can sit for the exam. If you successfully pass the exam, you can apply for the “PECB Certificate Holder in ISO/IEC 20000 Foundation” certificate. An internationally recognized “PECB ISO/IEC 20000 Foundation” certificate demonstrates that you have an overall knowledge of ISO/IEC 20000-1 requirements for an SMS and allows you to be part of SMS implementation projects.
Who should attend?
The ISO/IEC 20000 Foundation training course is intended for:
- Managers and consultants seeking to acquaint themselves with ISO/IEC 20000-1 requirements for an SMS
- Personnel responsible for managing, maintaining, and improving services and service delivery capabilities
- Aspiring professionals seeking knowledge about basic concepts of service management
- Members of SMS implementation and operation teams
- Individuals wishing to pursue a career in service management
By participating in this training course, you will:
- Understand the basic service management concepts, definitions, and approaches
- Get acquainted with the ISO/IEC 20000-1 requirements for a service management system
- Develop a general understanding of how an organization can meet the requirements of ISO/IEC 20000-1
The training course is participant centered and contains:
- Lecture sessions illustrated with graphics, examples, and discussions
- Interactions between participants by means of questions and suggestions
- Quizzes with similar structure to the certificate exam
There are no prerequisites to participate in this training course.
Day 1: Introduction to service management concepts, SMS, and clauses 4-6 of ISO/IEC 20000-1
Day 2: Clauses 7-10 of ISO/IEC 20000-1 and certificate exam
The exam fully meets the requirements of the PECB Examination and Certificate Programme. It covers the following competency domains:
Domain 1: Fundamental concepts and principles of service management and the SMS based on ISO/IEC 20000-1
Domain 2: ISO/IEC 20000-1 requirements for an SMS – Clauses 4 to 10
For specific information about exam type, languages available, and other details, please visit the List of PECB Exams and the Examination Rules and Policies.
After successfully completing the exam, you can apply for the credential shown on the table below.
The certificate requirements for the ISO/IEC 20000 Foundation are:
| Designation | Exam | Professional experience | MS audit/assessment experience | SMMS project experience | Other requirements |
| PECB Certificate Holder in ISO/IEC 20000 Foundation | PECB Certified ISO/IEC 20000 Foundation exam or equivalent | None | None | None | Signing the PECB Code of Ethics |
- Certificate and examination fees are included in the price of the training course
- Training material containing over 200 pages of information and practical examples will be given to each participant.
- An attendance record worth 14 CPD (Continuing Professional Development) credits will be issued to participants who have attended the training course.
- In case participant(s) fail to pass the exam, they can retake the exam once for free within 12 months of the initial exam date
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Self Study | Learn more |
To access your training, you’ll need a PECB account:
- If you don’t already have one, please register here: https://sso.mypecb.com/Account/Register
- After registering, send us the email address you used along with your full name (Name and Surname) to admissions@cybertech.academy
- Once we receive your details, we will push the training to your account within 12 hours.
Check Language Availability for PECB Trainings and Exams
Before enrolling, you can verify in which languages the PECB training materials and exams are available.
Use the official PECB resources below for the most accurate and up-to-date information.
Official PECB Resources
- Exam Languages (List of PECB Exams):
https://help.pecb.com/index.php/list-of-pecb-exams/ - Training Material Languages (List of PECB Courses):
https://help.pecb.com/index.php/course-version/
How to Use
For Exams:
Visit the List of PECB Exams page and type the ISO standard code (e.g., ISO 27001, ISO 9001, ISO 42001) in the search box.
You can also add a language (e.g., French 9001) to check if the exam is available in that language.
For Trainings:
Visit the List of PECB Courses page to see which training materials are available in specific languages for each course and level (e.g., Foundation, Lead Implementer, Lead Auditor).
Example Searches:
ISO 9001 >> shows all languages available for ISO 9001
ISO 27001 Spanish >> shows Spanish availability for ISO 27001
Important Note:
Exam and training availability may differ.
If an exam is available in a specific language, it does not always mean the training materials are available in the same language.
Please refer to both links above for confirmation.