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ISO/IEC 20000 Foundation Bridge

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The ISO/IEC 20000 Foundation Bridge course is designed for IT professionals certified in the IT Infrastructure Library (ITIL) looking to learn about, and become certified in, ISO/IEC 20000, the international Standard for IT Service Management (ITSM).

This one (1) day ITIL-to-ISO Foundation Bridge class is intended to introduce learners to the ISO/IEC 20000 Standard, its principles (e.g., service quality management and PDCA) and the steps needed to achieve ISO/IEC 20000 certification for their organization.

This is a one day instructor-led course. The independent exam (which is included with class) is web-based; learners choose the time and place for their exams.

Attendees should come ready to participate in lively discussions about process improvements, benefits and challenges.

Learners will be equipped to earn their Foundation Bridge in IT Service Management according to ISO/IEC 20000 certificate by achieving a passing score (65%) on a 30 minute, 20 question, multiple-choice exam. This internationally recognized certification is the first step in a multi-tiered scheme leading to either Executive Consultant/Manager in ITSM or Consultant/Manager in ITSM or Executive Auditor in ITSM or Internal Auditor.

The exam (included with class) is web-based, and you will choose the date, time and location for your exam; a webcam is required.

Project Management Institute (PMI®) Professional Development Units (PDUs):
Project Management Professionals earn 8 contact hours or PDUs upon completion of this course.

MAX Instructors:
Our instructors have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real life stories and scenarios. Using the highest quality content, this training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge.

Course / Student Material:

  • One day – of live, instructor-led education and exercise facilitation
  • Learner Manual (excellent post-class reference)
  • ISO/IEC 20000: A Pocket Guide (ISBN 9077212795)
  • Study aids, sample exam and exam preparation guidance and tips
  • ISO/IEC 20000 Foundation examination (via the web, post class)
  • Post Class Web Examination


Course Objectives:

ISO/IEC 20000 Foundation Bridge course introduces the contents of the ISO/IEC 20000 standard and its relationship with other relevant standards and best practice frameworks such as ITIL. At the end of this course, the learner will understand:

  • The definitions and principles of Service Quality Management (SQM)
  • The position of ISO/IEC 20000 in IT Service Management
  • Select ISO/IEC 20000-1: 2011 service management system requirements (shalls)
  • Select ISO/IEC 20000-2: 2005 guidance and best practices (shoulds)


ITIL Foundation Certification (any version)

Please note: ITIL Foundation certification is required to take the ISO/IEC 20000 Foundation Bridge Exam. Proof of certification must be provided to ITSM Academy a minimum 2 weeks prior to the start of class.


IT service management staff of internal and/or external IT service providers with an interest in service quality management and ISO/IEC 20000. For organizations considering outsourcing, this class provides insight into what can be expected of their service providers. The combination of ITIL Foundation and ISO/IEC 20000 Foundation Bridge certificates provides a firm basis for professionals working in, or towards, an ISO/IEC 20000-certified organization.

$599.00 List Price

1 Day Course

Class Dates

Request a Date or a Private Class below.

8 PDU's
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