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 organisation, top management involvement and activities, planning and resources for the SMS, controls and measures for service delivery activities, performance evaluations, and continual improvement activities.
Who should attend
- 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
Prerequisites
No previous training or other knowledge and experience is required.
Course agenda
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
Training material
The participant will receive training materials containing more than 200 pages of information and practical examples in electronic form via the KATE application. As part of the full-time course, the participant will also receive training materials in printed form.
Examination
The “PECB Certified ISO/IEC 20000 Foundation” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam 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
The exam takes the form of a test consisting of 40 multiple-choice questions. It is closed-book, where the candidates are not allowed to use any reference materials. The exam lasts 1 hour and can be taken online or in paper form. If you do not pass the exam, you can repeat the exam for free within 12 months.
Price
The price includes participation in the course, electronic training materials, exam and PECB certification fees. The price of the full-time course also includes a printed copy of the training material, lunch on teaching days and small refreshments.
