ISO/IEC 20000 Foundation is the international standard specifically for IT Service Management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.

Certify your ability to:

• Understand the relationship between ISO/IEC 20000 standard and ITSM and use best practices in ITSM to apply appropriate methods within an organization.
• Understand, identify and explain the potential issues regarding applicability, eligibility and scoping to assist in certification readiness assessment and certification audits as well as advising on the implementation of continual improvement processes.
• Produce a gap analysis supported by an improvement and implementation plan.
• Describe the scope, aims and use of the ISO/IEC 20000 specification and code of practice, through an understanding of the roles of the component parts of the standard.
• Recognize the need to plan and implement ITSM processes, report on the IT services and major metrics of the ITSM processes, schedule and conduct regular reviews, assessments and audits and plan for continual service improvement.

Purpose of the Foundation Qualification:

The purpose of the Foundation qualification is to confirm that a candidate has sufficient knowledge of the contents and high-level requirements of the ISO/IEC 20000 standard and understands at a foundation level how the standard operates in a typical service provider organization. Possession of
the Foundation Certificate is also one of the possible pre-requisites for the Practitioner qualification.

Target Audience:

This qualification is aimed at personnel working within a service provider organization who require a basic understanding of the standard. It is equally relevant for those working within service providers who are already certified to ISO/IEC 20000-1 or those considering its implementation.

There is no pre-requisite for the Foundation qualification but knowledge of the basic principles of service management would be an advantage.

High-level Performance Definition of a Successful Foundation Candidate

The candidate should understand the scope, objectives, key terminology and high-level requirements of the ISO/IEC 20000 standard, how it is used in a typical service provider organization, together with the main elements of the certification process.
Specifically, the candidate should understand:
• The scope and purpose of the significant parts of ISO/IEC 20000 and how these can be used
• The key terms and definitions used
• The fundamental requirements for an SMS and the need for continual improvement
• The processes, their objectives and high-level requirements
• Applicability and scope definition requirements
• The purpose of internal and external audits, their operation and the associated terminology
• The operation of the APMG certification scheme
• The relationship with SM best practices and the related standards, ISO 9001 and ISO/IEC 27001.