+44 (0) 204 526 8683 contact@knowledgeadd.com

eLearning ISO 20000 Foundation


Become certified at your own pace with our fully accredited eLearning courses.

Exam Included

Request your exam voucher once you have completed the eLearning course modules. 

Additional Learning Materials

Study guides, quizzes and sample exam questions throughout the course.

24/7 Helpdesk

If you run in to trouble with your course, we have people on-hand to support you around the clock. 

Tutor Support

If you’re unsure of the course content, you can reach out to our subject matter experts directly via the eLearning platform.

Start Anytime with

Self-Paced Learning

30 or 60 Day

Options Available

24/7 Support

ISO 20000 eLearning




What To

Buy The course now!

What is ISO/IEC 20000

ISO/IEC 20000 is an international standard that allows organisations to demonstrate excellence and prove best practice in IT Service Management (ITSM). The standard allows IT service providers (internal or external) to achieve conformance to a service management system that requires them to continually improve their delivery of IT services and aligns with the ITIL best practice framework. ISO/IEC 20000 includes the design, transition, delivery and improvement of services that fulfil requirements and provide value for both the customer and service provider.

Enable and demonstrate best practice in IT Service Management with ISO/IEC 20000 certification

For Individuals:

By becoming certified, an individual is demonstrating their ability to understand the relationship between the ISO/IEC 20000 standard and ITSM, and the ability to use best practices in ITSM to apply appropriate methods within an organisation.

  • ISO/IEC 20000 certifies an individual as an ITSM professional – able to enhance an organisations capabilities by utilising the ISO/IEC 20000 standard.
  • KnowledgeAdd is an accredited training provider for ISO/IEC 20000 training courses and exams
  • This is the eLearning ISO 20000 Foundation training course. Practitioner and Auditor instructor-led training is also available.

For businesses:

  • ISO/IEC 20000 certification confirms an organisation has an advanced ITSM approach – in accordance with a globally recognised standard
  • KnowledgeAdd is able to provide training and certification to auditors who work for RCBs

ISO/IEC 20000 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.

ISO/IEC 20000 for individuals has three separate tiers, Foundation, Practitioner, and Auditor. This eLearning ISO 20000 Foundation training course will teach how the standard operates in a typical IT service provider. This includes, the fundamental requirements for continual improvement, the processes, their objectives and high level requirements, and much much more.

To see what other ISO/IEC 20000 training courses KnowledgeAdd have available, please click here.

To find out more information about the Examination Institute PeopleCert for our ISO/IEC 20000 exams, please click here.

KnowledgeAdd Ltd are an affiliate of The Grey Matters.

Suitable For:

ISO/IEC 20000 Foundation training is suited to people working within a service provider environment that require a basic understanding of the ISO/IEC 20000 standard. It is equally relevant for people working within service providers who hold ISO/IEC 20000 certification at an organisational level, or people working for service providers who are considering its implementation.

Learning Outcomes:

This course will enable participants to understand:

  • 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.

What to Expect:

All eLearning courses are completed via our online eLearning platform. Full instructions to access and complete the course will be sent to you after you have successfully completed the checkout process.

Course Contents:

• 6 easy to absorb modules covering terminology, structure, concepts and value
• Includes video tutorials, study guides and quizzes
• Module 1: Introduction to ISO/IEC 20000
• Module 2: Service management system general requirements
• Module 3: Service delivery and relationship processes
• Module 4: Design, transition, control and resolution processes
• Module 5: Audits
• Module 6: Exam preparation
• Includes free eBook: ISO/IEC 20000:2011 A Pocket Guide

Following completion of the course, you may request an exam voucher via the eLearning portal which can be redeemed anytime with PeopleCert online, within 12 months.To find out more information about the Examination Institute PeopleCert for RESILIA exams, please click here.


  •     Multiple choice
  •     40 questions per paper
  •     26 marks required to pass (out of 40 available) – 65%
  •     60 minutes duration
  •     Closed book
  •     There are no prerequisites for taking the exam

Purchase Options: