Image Alt

Private: Course Catalog

ISO/IEC 20000 Foundation

Accredited courseware

Industry expert trainers

14 CPD credits

Quizzes & workshops

Practice exams


ISO/IEC 20000 is the first international standard for service management. It details the requirements for planning, establishing, implementing, operating, monitoring, reviewing, maintaining, and improving a service management system (SMS). That way, practitioners can effectively develop the quality of the internal and external services they deliver to clients.

ISO/IEC 20000 Foundation is a certification which vouches to its holder’s knowledge and ability to implement and manage an SMS as specified in the standard. It also indicates to organizations a practitioner’s proficiency in SMS policy, performance measurement, internal audit, continual improvement, and other modules of an SMS.

Learning Objectives

In addition to preparing you for the certification examination, this course will help you achieve the following learning outcomes set by PECB:

  • Understand the elements and operations of a service management system and its principal processes 
  • Acknowledge the correlation between ISO/IEC 20000 and other standards and regulatory frameworks 
  • Understand the approaches, methods and techniques used for the implementation and management of an SMS 

Who Should Attend this Training

  • Service management professionals 
  • Individuals who wish to learn the processes of SMS
  • Individuals who plan a career in service management


There are no pre-requisites for the ISO/IEC 20000 Foundation certification.

Examination Format

  • Paper-based
  • Multiple choice questions
  • 60 minutes duration (+10 minutes for non-English speakers)

What’s Next?

After achieving the ISO/IEC 20000 Foundation certification, you can expand your knowledge of this standard with the ISO/IEC 20000 Lead Implementer and ISO/IEC 20000 Lead Auditor certifications.

Talk to our Training Advisor?

Training Delivery Options

Instructor-Led Training

Features include

  • Train with the best instructors wherever you are
  • Gain access to quizzes, exams, and valuable resources
  • Interact with instructors in real-time for maximum learning
View Schedule
Corporate Training

Features include

  • Flexible pricing and schedule at your ease
  • Self-paced and instructor-led training options
  • Comprehensive learner assistance and support
Contact us


Exam & Certification FAQs

Is training mandatory?

No, training is not mandatory. However, candidates will be better prepared for the examination with the help of training. Moreover, those who attend a training course can retake the exam for free within 12 months from the initial exam date.


When will I get my certification examination results?

You can expect your results via email between two to four weeks. However, keep in mind that you will only be provided with two possible exam results – pass or fail – rather than an exact grade.

In case of exam failure, candidates will receive the results with the list of domains they did not attempt fully. That way, they can prepare better the next time.


What is the exam retake policy?

Candidates can retake a PECB certification exam as many times as they wish. However, the following limitations apply:

    • Candidates need to wait 15 days for their second attempt if they do not pass on the first attempt. They can retake the exam for free within 12 months. 
    • Candidates who do not pass the second attempt need to wait for three months from the initial date of the exam. Examination retake fees will be charged. 
    • Candidates who do not pass the third attempt need to wait for six months from the initial date of the exam. Examination retake fees will be charged.
    • Candidates who do not pass the fourth attempt need to wait for a year (12 months) from the last session date.


Are there any certification requirements I should know of?

The ISO/IEC 20000 Foundation credential does not require professional experience, MS audit/assessment experience, or SMMS project experience. You will only need to sign the PECB Code of Ethics to be certified.

Talk to our Training Advisor?

Why Choose LearningCert As Your Training Partner?

Accredited course material

Our training materials received approval by relevant accreditation bodies to assure learners of high quality and consistency.

Accredited Training Organization

LearningCert has been approved by relevant accreditation bodies, and has been licensed to deliver each of the courses offered.

Excellent feedback

From high levels of engagement to quality materials, our courses have received an ‘Excellent’ rating from trainees.

At your premises

Get more from your training and achieve learning objectives faster at your preferred location, at your preferred time.

User Registration


Reset Password