Course Description:

The IT Service Management Foundation certificate describes the key information and concepts for IT Service Management based on ISO/IEC 20000 as well as its relationships with other areas of information management. This course builds the fundamental skills and knowledge enabling one to participate in organizational teams working within Service Management. Emphasis is on the service management system (SMS) and service management processes, specifically the core concepts and basic terminology of IT service management based on ISO/IEC 20000:2011.


ITSM Foundation is intended for everyone playing a role or having an interest in IT service management. Specific roles could include: managers, business and supervisory staff, team leaders, service designers, IT architects and/or planners, IT consultants, IT audit managers / auditors, IT security managers / officers, project/program managers, suppliers, Lead suppliers and sub-contracted suppliers, service provider customers

Learning Objectives:

Individuals certified at this level will have demonstrated their understanding of the:

  • Core concepts to IT Service Management
  • Core concepts surrounding quality frameworks
  • Management system for service management
  • Core concepts of the Service Management System
  • Core concepts for service design and transition
  • Service delivery processes
  • Relationship processes
  • Resolution processes and their relationships
  • Control processes and their relationships




Day 1

Day 2

1.     Course Intro 1.     Recap
2.     Core Concepts to ITSM 2.     Design & Transition and Service Delivery
3.     Core Concepts of Quality Frameworks 3.     Relationship Processes
4.     ISO/IEC 20000-1:2011 4.     Resolution Processes
5.     Service Management System 5.     Control Processes
6.     Sample Examination

Course Outline:

Core Concepts to ITSM

  • Process Model
  • Process Roles
  • Service (Management System)

Core Concepts of Quality Frameworks

  • PDCA
  • ITIL, COBIT, Six Sigma, CMMI, ISO 9001, ISO/IEC 27001

ISO/IEC 20000-1:2011

  • Certification
  • Compliance
  • Interested Parties

Service Management System

  • Governance
  • Documentation
  • Audits
  • Maintain and Improve

Design & Transition and Service Delivery

  • Design and Transition of New or Changed Services
  • Service Level Management
  • Capacity Management
  • Information Security Management

Relationship Processes

  • Business Relationship Management
  • Supplier Management
  • Supply Chain Relationships

Resolution Processes

  • Incident and Service Request Management
  • Problem Management

Control Processes

  • Configuration Management
  • Change Management
  • Release & Deployment Management


Medellín – Colombia

Infórmate con Nosotros! 

Karen Pacheco Valderrama

Celular: 3113644660 Email: