ITSM Foundation: ISO/IEC 20000:2011 Training

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ITSM Foundation: ISO/IEC 20000:2011 Training

Original price was: €299.00.Current price is: €169.00.

Looking to boost your IT service management game? Look no further than the GSDC ITSM Foundation: ISO/IEC 20000:2011 certification! This globally recognized credential proves that you’ve got what it takes to effectively implement and manage IT services, delivering value to customers while aligning with business objectives.


And guess what? You can get certified right here in Estonia, Latvia, and Lithuania! Our training center, Training Estonia, provides top-notch instruction on ITSM principles, processes, and best practices. With our help, you’ll ace the ISO/IEC 20000 Foundation exam and gain the skills to assess and audit IT service management systems for compliance with the standard.


But why stop there? With the growing importance of ITSM in today’s tech landscape, this certification is an asset that will take your career to the next level. And for organizations looking to improve service delivery, it’s a no-brainer. So join us at Training Estonia and get ready to rock your ITSM world!

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  • High-value asset for organizations
  • Evidence of proficiency in ITSM
  • Attracts high-paying job opportunities
  • Showcases ITSM system expertise
  • Validated ISO/IEC 20000:2011 expertise
  • Improves understanding of ITIL framework and best practices
  • Enables effective alignment of IT services with business goals
  • Demonstrates ISO/IEC 20000:2011 skills
  • Globally recognized ready-to-implement skills
  • Recognized by the prestigious certification body


A clear understanding of:

  • Evaluate ITSM implementation effectiveness
  • Assess individual skills in ITSM assessment
  • Measure compliance with ISO/IEC 20000:2011 standard
  • Validate understanding of ITSM assessment processes
  • Test proficiency in ITSM system evaluation
  • Determine readiness for ISO/IEC 20000:2011 audits
  • Verify competence in ITSM system assessment
  • Ensure adherence to ITSM best practices
  • Evaluate the ability to identify improvement opportunities
  • Measure knowledge of ITSM assessment methodologies


ITSM Foundation Certification is an essential requirement for those professionals who need a basic understanding of IT Service Management Framework and how it may be used to enhance the quality of IT service management within an organization.
ITSM certification is most suited for:

  • IT Managers/Support teams
  • System Administrators/Analysts
  • Operations Managers
  • Database Administrators
  • Service Delivery Professionals
  • Quality Analysts
  • Application Management team/Development team
  • Process Owners/Practitioners


1.Introduction to IT Service Management:

  • Fundamentals of IT service management.
  • What is service management system and how it can be managed?
  • Benefits of ITSMS
  • Framework of ITSMS
  • Core concepts of IT Service Management

2.The Service Management System (SMS):

  • Introduction to Management Systems
  • Knowing the limits of service management and establishing the reach 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.
  • The Service Management System’s (SMS) key concepts

3.Service Design and Transition:

  • 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

4.The service delivery processes and their relationships:

  • 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

5.The relationship processes and their relationships:

  • The links between relationship processes (Supplier management, business relationship management)

6. The resolution processes and their relationships:

  • The problem-solving procedures and their connections (management of incidents and service requests, problem-solving procedures).

7.The control processes and their relationships:

  • The control procedures (Change management, configuration management, release, and deployment management) and their connections


The ITSM Foundation certification examinations don’t have any specific prerequisites.
Any professional who gets a passing score on the ITSM foundation exam gets the ITSM foundation certifications but below are a few recommendations:

  • It is advised to have prior job experience in security and quality
  • Having work experience in service provider organizations would be beneficial as well

Exam Details

  • 60 minutes exam.
  • 40-multiple choice questions (MCQs).
  • 26 out of 40-65% is needed to pass.
  • In case Participants do not score passing percentage then they will be granted a 2nd attempt at no additional cost. Re-examination can be taken up to 30 days from the date of the 1st exam attempt.


1.Who is the target audience for the ITSM Foundation certification?

  • The ITSM Foundation certification is intended for individuals involved in IT, such as managers and professionals, who are interested in gaining a comprehensive understanding of IT service management practices and the ISO/IEC 20000:2011 standard.

2.What is the itsm iso 20000 certification and how does it benefit individuals?

  • The ITSM ISO 20000 certification certification is a globally recognized certification that verifies an individual’s knowledge of IT service management best practices and the ISO/IEC 20000 standard. The certification benefits individuals by increasing their career opportunities, providing industry recognition, and increasing their earning potential.

3. What are the job prospects for individuals with an ITSM Foundation certification?

  • Individuals with an ITSM Foundation certification are in high demand for IT service management roles, such as IT service manager, IT project manager, IT consultant, and IT quality manager.

4. Why is the ITSM Certification relevant to the industry?

  • The ITSM Certification is relevant in the IT industry because it provides organizations with a structured approach to effectively and efficiently manage IT services. It enables organizations to align IT services with business goals, enhance service quality, and ensure customer satisfaction. Additionally, the certification is globally recognized and is often required for IT service management positions.

5. What is the validity period of the ITSM Foundation certification?

  • GSDC certifications come with lifetime validity, meaning you won’t have to go through the hassle of renewing your certification or paying any renewal fees.

6. What are the benefits of the ITSM Foundation certification for organizations?

  • The ITSM Foundation certification benefits organizations by providing a structured approach to managing IT services, reducing costs, and improving service quality. It enables organizations to align IT services with business goals, meet regulatory requirements, and demonstrate their commitment to IT service management best practices, thereby gaining a competitive advantage in the market.

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About Training Estonia

As an Authorized Training Partner proudly associated with the Global Skills Development Council (GSDC), we at Training Estonia have over 27 years of experience empowering individuals and organizations through customized IT education. 

We get to know each learner, understand their goals, and create tailored training plans that provide cutting-edge skills aligned with the latest technologies. 

With certifications from the globally recognized GSDC and training from experts affiliated with institutions like Harvard, our learners are equipped with future-ready skillsets that allow them to advance their careers and businesses. We invite driven, ambitious learners to get in touch to see firsthand how our strategic approach unlocks their full potential.

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