ISO/IEC 20000-1:2018 Service Management Systems Foundation Level Training and Certification Program

Programme Summary

Build an understanding of service management using ISO/IEC 20000-1:2018. Participants connect service lifecycle governance, service levels and operational reliability with responsibilities and performance measures. Exercises based on a managed IT service provider case develop requirement interpretation, evidence selection and gap recognition. The programme establishes a foundation for consistent service delivery aligned with customer requirements and further implementation or auditor development.

Training Objectives

1 Explain service management requirements; 2 Connect requirements with operational responsibilities; 3 Recognise uncontrolled service changes; 4 Select relevant implementation evidence; 5 Prepare for further practical development.

Learning Outcomes

1 Map service lifecycle dependencies; 2 Define measurable service commitments; 3 Evaluate change and configuration records; 4 Review incident and problem controls; 5 Prioritise service improvement actions.

Target Audience

IT Service Managers; Service Delivery Managers; Service Desk Managers; IT Operations Managers; Management System Coordinators.

Target Industries

Managed IT Services; Cloud Services; Telecommunications; Financial Services IT; Enterprise Shared Services.

Course Contents

• Module 1 Standard Purpose and Practical Application: Management system purpose and intended outcomes; Requirement guidance and evidence distinctions; Course case scope and learning responsibilities.
• Module 2 Service Context and System Boundaries: Services customers and interested parties; Service management scope and dependencies; Applicable requirements and climate relevance.
• Module 3 Service Governance and Planning: Policy objectives and accountable process ownership; Service management planning and resources; Risks opportunities and performance commitments.
• Module 4 Service Portfolio and Relationships: Service catalogue and service requirements; Customer relationship and service level management; Supplier and internal service agreements.
• Module 5 Service Demand Capacity and Finance: Demand patterns and capacity planning; Service budgeting and accounting interfaces; Resource availability and service performance.
• Module 6 Design Transition and Change Controls: New or changed service design; Change assessment approval and scheduling; Release deployment and transition acceptance.
• Module 7 Configuration and Operational Support: Configuration information and accuracy checks; Incident resolution and service requests; Problem investigation and known error management.
• Module 8 Service Assurance and Continuity: Service availability and continuity planning; Information security requirements and control interfaces; Testing recovery arrangements and improvement actions.
• Module 9 Service Measurement and System Improvement: Service reporting and trend analysis; Internal audit and management review; Corrective action and service improvement planning.
• Module 10 Interpreting Requirements in Context: Mandatory requirements and proportionate application; Interfaces with applicable legal obligations; Supported judgements and unresolved interpretation issues.
• Module 11 Selecting Relevant Management System Evidence: Service level agreements; Change and configuration records; Incident and problem records.
• Module 12 Foundation Application Workshop: Map responsibilities within the supplied case; Match controls to relevant requirements; Explain gaps and practical next steps.

Assessment

• 60 single best answer questions, including applied scenarios; one mark per question.
• 90 minute invigilated digital examination with identity verification. Approved accessibility adjustments preserve the assessed competence.
• Clean standard text and supplied case documents permitted; internet, messaging and external AI tools prohibited.
• Individual applied assessment (45 minutes): Using a supplied managed IT service provider case, produce a service lifecycle map and responsibility matrix, link three controls to relevant requirements and explain one unresolved weakness.
• Assessment criteria: Accurate interpretation of service management requirements; Relevant use of service level agreements; Clear connection between controls responsibilities and identified gaps.
• Pass each component separately: 45/60 written marks (75%) and at least 70% on the applied task.
• All mandatory criteria must pass: Do not fabricate evidence or knowingly present unsupported conformity conclusions.
• Individual results and feedback are provided. One reassessment may follow coaching under the published enrolment terms.

Certification

• Successful learners receive a TQCSI Arabia digital Certificate of Successful Completion.
• The certificate records the learner name, exact programme title, teaching hours, completion date and unique verification reference.
• Verified identity, full attendance and separate written and applied passes are required; all mandatory critical criteria must be met.
• Proposed issue target: within 30 calendar days of approved results and settlement of applicable fees.
• Records assessed foundation knowledge of service management; it does not establish professional auditor status, independent personnel certification or organisational certification.
• Attendance confirmation may record completed hours for unsuccessful learners; it does not certify successful completion.

Programme Profile

Number of daysNumber of daysNumber of days

333

Total teaching hoursTotal teaching hoursTotal teaching hours

18 hours; breaks, pre course work and formal final assessments excluded.18 hours; breaks, pre course work and formal final assessments excluded.18 hours; breaks, pre course work and formal final assessments excluded.

Delegates allowedDelegates allowedDelegates allowed

Maximum 20 delegates.Maximum 20 delegates.Maximum 20 delegates.

Training prerequisitesTraining prerequisitesTraining prerequisites

No formal qualification required. Familiarity with service management activities and everyday business processes is recommended.No formal qualification required. Familiarity with service management activities and everyday business processes is recommended.No formal qualification required. Familiarity with service management activities and everyday business processes is recommended.

Pre course assignment and assessmentPre course assignment and assessmentPre course assignment and assessment

Complete a 20-minute diagnostic and identify how service level agreements support a supplied operational case.Complete a 20-minute diagnostic and identify how service level agreements support a supplied operational case.Complete a 20-minute diagnostic and identify how service level agreements support a supplied operational case.

End of course assessmentEnd of course assessmentEnd of course assessment

60 question written exam (90 minutes) and individual applied task (45 minutes).60 question written exam (90 minutes) and individual applied task (45 minutes).60 question written exam (90 minutes) and individual applied task (45 minutes).

Passing criteriaPassing criteriaPassing criteria

75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.