Glenfis Trainings on

ISO/IEC 20000 Foundation  [P-I20F3]


Course topic

The internationally recognised standard and quality certification for IT service management is ISO/IEC 20000. Taking its basis from ITIL®, it serves as a cornerstone of IT governance whilst ensuring compliance with standards and security. At the foreground is the continuous optimisation of service quality and the adaptation of IT services to changing business requirements.

ISO/IEC 20000 encompasses the following components:

  • ISO/IEC 20000-1:2018 (part 1) contains the formal specification of the standard and lays out the requirements for a service management system.
  • ISO/IEC 20000-2:2019 (part 2) provides guidelines for the implementation of service management systems and includes best practices for service management processes within ISO/IEC 20000-1.
  • ISO/IEC TR 20000-3 (part 3) contains guidelines on the definition of scope and the applicability of part. 1

These three parts are complemented by various other components with instructions and information on specific aspects and application areas of the respective standards.

In this foundation course you will learn the relationship between the ISO/IEC 20000 standard and IT service management, and utilise the best practices of IT service management towards the implementation of appropriate methods within a company.

Training Objectives

  • ISO 20000: Overview, terminology, processes and objectives
  • General requirements for the service management system (SMS)
  • Understanding the organization and its context
  • Understanding the needs and expectations of interested parties
  • Determining the scope of the service management system
  • Leadership and commitment
  • Policy
  • Actions to address risks and opportunities
  • Organizational roles, responsibilities and authorities
  • Service management objectives and planning to achieve them
  • Preparation for formal audits (certification scheme)
  • The role of the service management toolset in certification
  • Definition of the suitability and scope of the ISO 20000 certification

Training Preconditions

No formal prerequisites necessary.

Target group

  • IT managers
  • IT service management personnel
  • IT consultants
  • Employees involved in the implementation of ISO20000


ISO/IEC 20000 Foundation Zertifikat, awarded by APMG (English)


ISO/IEC 20000 Foundation folder including:

  • Student Workbook
  • Sample exams
  • ITSM & CMDB overview poster

Please note:

The official ISO standards

“ISO/IEC 20000-1:2018 IT Service Management - Part 1: Specification" and “ISO/IEC 20000-2:2019 IT Service Management - Part 2: Code of practice"

cannot be handed out due to copyright reasons. The documents will be made available during the course. Nevertheless we recommend that you buy these documents in advance and use them to prepare for the course.



Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.

Queries about this seminar or a request for proposal for an in-house seminar:

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