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Key Features

  • Industry Expert Trainers
  • Accredited Trainer
  • Online learning session with live instructor-led training
  • Exam fee included

Accredited By

Accredited GSDC

ISO/IEC 20000 Foundation Certification Course Overview

ISO/IEC 20000 is an international standard that allows organizations to demonstrate excellence and prove best practices in IT Service Management (ITSM).

The standard allows IT service provider organizations to achieve conformance to a service management system which requires them to continually improve their delivery of IT services. ISO/IEC 20000 was first released in 2005 and is now at its second edition. It aligns to the IT infrastructure library (ITIL) best-practice framework.

The adoption of ISO 20000 has grown rapidly in the international arena for both internal and external IT service providers and it has become a competitive differentiator for delivery of IT services.

Learning Outcome

After the completion of the course, the participants would be able to:

  • How ITSM related to business & service management
  • ISO guidelines & principles
  • ISO 20000 Best practices
  • Terms and terminologies
  • Real-Time Case Studies

Program Deliverables

Deliverables of this program include:

  • Study material
  • Mock Exams
  • 8+ hours of live training
  • Exam registration assistance
  • Case studies soft copy
  • Official courseware from GSDC

Training Calendar

Lifetime Access
  • 8-10 Hours of self-paced videos, assessments, recall quizzes, more
  • Course fee inclusive of exam fee
  • For more details, reach us at
Select No. of Learners
USD 299
(Cost includes Training & Certification)
USD 399

Other Training Options

If open batch schedule doesn't suit you, other training options offered by NovelVista are as follows:

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Buy 1 Get 1 Free offer

NovelVista Buy 1 Get 1 Combo Offer:

Register for ISO/IEC 20000 Foundation Training & Certification and Avail Buy 1 get 1 Course 100% free with Certification, Don't miss this offer get enrolled, get Certified - #HappyLearning

*T&C apply.


Test Your Knowledge

It will take only 2 minutes Test your skill and get up to an Extra 15% Discount on this course, Lucky participants will get Free Training.


Meet The Trainer

Mr Vikas Sharma is Accredited to deliver ITSM 20000 training.

He is a globally recognized ITSM professional with 16+ years experience.

Vikas Sharma

Vikas Sharma

Course Curriculum

Download brochure
    • Fundamentals of IT service management.
    • What is a service management system and how can it be managed?
    • Benefits of ITSM
    • Framework of ITSM
    • Core concepts of IT Service Management
    • Introduction to Management Systems
    • Understanding the service management boundary and determining the scope of the IT service management system
    • IT service management system process areas
    • Policy
    • Organizational roles, responsibilities and authorities
    • Planning for the service management system
    • Service catalogue and list of services
    • Risk management of services
    • Service management plan and the requirements
    • Core concepts of the Service Management System (SMS)
    • Budgeting and accounting for services
    • Resources management
    • Risk assessment for services
    • Service reporting
    • Documents and records supporting the Implementation of ITSM
    • Supplier management process
    • Service level management Understanding the service management boundary and determining the scope of the IT service management system
    • IT service management system process areas
    • The service delivery processes and their relationships
    • Service level management
    • Service reporting
    • Service Continuity and availability management
    • Budgeting and Accounting for services
    • Capacity management
    • Information security management
    • The relationship processes and their relationships (Business relationship management, Supplier management).
    • The resolution processes and their relationships (Incident and service request management, Problem management).
    • The control processes and their relationships (Change management, configuration management, release and deployment management

Course Details

  • ISO/IEC 20000 is aimed at project managers and aspiring project managers. It is also relevant to other key staff involved in the design, development and delivery of projects, including: Project Board members (e.g. Senior Responsible Owners), Team Managers (e.g. Product Delivery Managers), Project Assurance (e.g. Business Change Analysts), Project Support (e.g. Project and Program Office personnel) and operational line managers/staff.

    The ISO/IEC 20000 Certificate is also a prerequisite for individuals wishing to achieve the MSP Practitioner Qualification.

    Some of the major benefits are:

    • Increase Visibility
    • Learn Global Best Practices
    • Add value to your cv
    • Stay updated with the market

    This ISO/IEC 20000 Certification focuses on experiential learning. The material of this course is divided into 60-90 minutes of interactive sessions.

    Not only this, if you are participating, expect yourself to get indulged with interesting group activities. By this, you will get a chance to put the theory into action.

    This training will be nothing like any ordinary training you imagine. We follow a vast range of creative methodology which will allow you to wrack your grey matter and boost your energy to participate.

    The key features of our training program would be:

    • Training sessions in a storytelling format
    • Exhibition of concepts with the help of professional examples
    • Self-analysis and group discussions
    • Case studies as the application of the concepts which were taught
    • Vibrant presentations along with individual and team activities
    • Post-training reading suggestions

    A lot depends on your professional background, experience, the speed at which you understand ITIL and the interest you have in IT processes.

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ISO/IEC 20000 Foundation Certification Exam Format

GSDC Certificate
  • Exam Format - Objective testing
  • Answer Options - 5 Marker, 3 Marker, 1 Marker, 0 Marker (Distracter)
  • Exam Duration - Two-and-a-half hours (150 minutes) duration, no additional reading time
  • No. of Questions - 8 questions - 10 question items per question, each worth one mark
  • Passing Criteria - 44 marks or more required to pass (out of 80 available) - 55%
  • Result - Immediately after the exam
  • Close Book

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Of Course! How else will you go through the topics you heard about then? We provide hard and soft copies of the entire study material to you right after the training session!

ITSM-ISO/IEC 20000 Foundation certification is valid for a lifetime. You don?t have to renew it again and again.

We provide practice tests for the  ITSM-ISO/IEC 20000 Foundation course as well as Q&A sessions and interactive group discussions.

The amount we take is for the training and certification both. You won?t have to pay twice for one course at NovelVista.

If you are stuck or in another city or not being able to make it to our classroom for any reason, you can attend our virtual training sessions from home and appear for  ITSM-ISO/IEC 20000 Foundation Certification Exam afterward.

We keep arranging lucrative discounts for our previous participants. Drop a query regarding this and one of our executives will inform you regarding this right away!

You can Enroll by sending us enquiry from above Enroll Now Button.

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Why Choose NovelVista?

As an Accredited Training Partner, We have gained recognition over the years in professional training certification in the IT industry such as ISO, PRINCE2, DevOps, PMP, Six Sigma, ITIL, and many other leading courses.

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About Us

When it comes to ITSM 20000 Foundation training, we focus mostly on explaining the entire ISO 20000 Framework to you through experiential learning. Since the ISO 20000 framework is mainly designed to help businesses in managing risks, strengthening security, establishing cost-effective practices and building stable IT environments for growth, scale and change, working with ITSM 20000 framework needs practical knowledge more than theory based ones. Hence, our expert trainers have created an amazing ISO/IEC 20000 Foundation training delivery method that provides you with a blended learning enriched with theory and practical knowledge.