ISO 2000 Foundation

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This program provides knowledge of the ISO20000 Standard which has been designed “to specify the requirements for the establishment, implementation, maintenance and continual improvement of a service management system (SMS)”.

Aimed at

  • Individuals interested in monitoring the effectiveness of IT management system implementations.


24 hours




  • ISO/IEC 20000-1
  • History of the Standard
  • Current status
  • Service Management System (SMS)
  • Structure of ISO/IEC 20000-1
  • Deming PHVA cycle and SGS
  • Understanding the Organization and its Context
  • Understanding Stakeholder Needs and Expectations
  • Determination of the scope of the Service Management System
  • Service Management System
  • Leadership and Commitment
  • Policy
  • Planning
  • Actions to Address Risks and Opportunities
  • Service Management Objectives and Planning for their Achievement
  • Planning the Service Management System
  • Support
  • Resources
  • Competition
  • Awareness
  • Communication
  • Documented Information
  • Knowledge
  • Operation
  • Operational Planning and Control
  • Services Portfolio
  • Relationship and Agreement
  • Supply and Demand
  • Design, Build and Transition Services
  • Resolution and Execution
  • Service Assurance
  • Performance Evaluation
  • Monitoring, Measurement, Analysis and Evaluation
  • Internal Audit
  • Management Review
  • Service Reports
  • Improvement
  • Nonconformity and Corrective Action
  • Continuous Improvement
  • Audit
  • Terms Specific to Management System Standards
  • Terms Specific to Service Management

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