Course duration:
3 days, 9am – 5pm
We offer flexible learning options (online, instructor-led, hybrid) to fit your learning style
The APMG International ISO/IEC 20000 and swirl device logo is a trade mark of the APM Group Limited, used under permission of The APM Group Limited. All rights reserved.
APMG ISO/IEC20000 Foundation
Synopsis
ISO/IEC 20000 is the international standard for IT service management (ITSM). It defines the requirements for and provides details of the IT service management system (SMS) needed to deliver managed services of an acceptable quality, together with guidance on how to demonstrate conformity with the standard.
This 3 day course is primarily aimed at anyone who requires an understanding in ITSM in general and in ISO/IEC 20000 SMS. In particular IT professionals working in an organisation which is implementing or already has ISO/IEC 20000 certification will also find this course useful to improve not only their understanding of the subject but also the application of ISO/IEC 20000 within their organisation.
The training is delivered in a way that includes sufficient generic ITSM content to allow ISO/IEC 20000 to be understood in the context of how the standard operates in a typical IT service provider organisation.
Outlines
- The fundamental requirements for an SMS and the need for continual improvement.
- The processes, their objectives and high level requirements.
- Applicability and scope definition requirement.
- The purpose of internal and external audits, their operation and the associated terminology.
- The relationship with best practices, ITIL® , and related standards, ISO 9001 and ISO/IEC 27001.
Objectives
Candidates who pass the Foundation examination will have shown that they understand the principles of IT Service Management and the requirements ISO/IEC 20000-1:2018 (Part 1).
Audiences
Staff working within a service provider organisation that requires a basic understanding of the standard.
It is equally relevant for those working within service providers which are already certified to ISO/IEC 20000, involved in the auditing of the organisation for ISO/IEC20000 processes or for those considering its implementation.
Certification and Exam Info
Delegates who successfully complete the course and pass the exam will be recognised as of ISO/IEC 20000 Foundation Certified under the APMG certification scheme.
The format of the examination is:
- Mulitple choice format
- 60 minutes duration
- 40 questions per paper
- 26 marks required (out of 40 available) to pass
- Closed book.
Pre-requisites
There are not training prerequisites for Candidates to attend this course.
Schedule
As Principal Consultant, Lionel Seaw offers extensive technical and managerial depth across government, pharmaceutical, and financial sectors. A trusted advisor, he combines real-world experience with a strategic helicopter-view to manage complex changes. Lionel is dedicated to building high-performance teams through effective methodologies and best practices, achieving mission-critical objectives with perseverance and focus.
Feisal Ismail is an experienced technology and management leader who has supported organisations across government, pharmaceutical, technology, and financial services sectors. An ITIL and DevOps Institute Ambassador, he helps organisations align digital and technology strategies with broader business objectives through pragmatic, results-oriented guidance grounded in globally recognised best practices and real-world operational constraints. Meticulously organised and highly collaborative, Feisal is recognised for delivering effective and sustainable outcomes in complex engagements.
Tan Hoon Wee is an accomplished IT professional with extensive international experience in managing shared services and complex project delivery. Expert in both Waterfall and Agile methodologies, he holds prestigious certifications including PMP, PRINCE2, and CSM. He specialises in advising on organisational change and process optimisation, leveraging exceptional communication skills to maintain outstanding client relationships.
Huang Yi-Jen is a specialist consultant in IT Governance and Management Frameworks. With a portfolio spanning Service Management, Agile, and Risk Management, she is recognised for achieving sustainable results through an organised, proactive delivery model. Yi-Jen is a natural communicator who excels at managing diverse stakeholders and solving complex challenges with an innovative, value-driven and professional mindset.
Luqman Haniff is an IT security specialist with over a decade of experience advising SMEs on infrastructure and information security management. A meticulous problem solver, Haniff utilises a balanced macro-and-micro approach to tackle organisational vulnerabilities. He specialises in creating targeted, custom solutions that bridge the gap between technical necessity and cost-effective business strategy for robust protection.
Why Us?
Participants can attend a complimentary refresher if they wish (1-year validity and subject to approval)
Should you have questions after the course, you may contact the trainer for assistance regarding course material
1 year access to our E-learning portal. Including:
– E-books available for download
– Official sample exam
– Randomised quiz formulated by Sapience Trainers based on past examinations
