ISO 20000 Foundation

ISO/IEC 20000™ Foundation course is standard for IT service management (ITSM). It defines the requirements for and provides details of the IT service management system (SMS) needed to deliver managed services of an acceptable quality, together with guidance on how to demonstrate conformity with the standard.

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Target Audience

 ISO 20000™ Foundation

This training program is an intensive, case-study-oriented workshop that is designed for those involved in the ISO/IEC 20000 implementation process and for those who would like to understand what the implementation encompasses in a better manner.

ISO 20000 answers the question "what" to do, ITIL will show you "how to" do it.

The course is suitable for:

  • Anyone working within service providers, which are already certified to ISO/IEC 20000
  • Anyone working within an ITSM service provider who require a basic understanding of the standard
Proč ITSM ISO 20000

Aims of the course

  • The terms and definitions used
  • The background to ISO/IEC 20000
  • How to strategically manage IT, goals and related processes
  • The scope and purpose of Parts 1, 2 and 3 of ISO/IEC 20000 and how these can be used

Benefits of ISO 20000

You will understand the relationship between the ITIL methodology and the ISO 20000 standard

You can apply proven ITSM procedures and apply the methodology correctly at all levels of the organization.

You will learn to elaborate GAP analysis and propose an implementation plan for ISO 20000 requirements. You can identify potential problems that limit the usability of IT Service Management. We will show you how to eliminate them and how to achieve ISO 20000 certification.

You will be able to describe and set the scope, objectives and processes of each part of the standard. You develop your own management evaluation report based on KPI indicators. You will be able to further plan and implement the development of IT products and services management system on the basis of the report.

Benefity ISO 20000


Day 1
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09:00 – 17:00

Introduction to ITSM

  • ISO 20000 standards
  • Certification scheme

Service management System

  • Processes and requirements

How to set up processes with ISO standards

ISO/IEC 20000-1 Service management system requirements
ISO/IEC 20000-2 Guidance on the application of service management systems ISO/IEC 20000-3:2012 Guidance on scope definition and applicability of ISO/IEC 20000-1.

Day 2
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09:00 – 17:00


  • Mapping of ISO 20000 requirements
  • How to meet the requirements with the help of ITIL

Implementation of ISO 20000 step by step

  • Examples throughout the ITSM life cycle

The most important of other norms and standards

  • ISO/IEC TR 20000-5Exemplar implementation plan for ISO/IEC 20000-1
  • ISO/IEC 20000-6:Requirements for bodies providing audit and certification of service management systems
  • ISO/IEC 20000-11 Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: ITIL®

Day 3
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16:15 – 16:15


  • Planning and evaluation


  • Practice test and evaluation
  • Official ISO 20000 Foundation exam

The ISO 20000 Foundation course will show you how to properly implement the deployment of an integrated process approach to the effective delivery of IT services to meet the needs of business and customers.

  • Block duration 45 minutes
  • Hours 2 hours
  • Refreshments Yes
  • Exam Yes
  • Prerequisites


Jiří Pilný

15 years of experience with standards of IT Service Management, ITIL, project management. Game Leader for business simulations that will help you use the methodology to increase the applicability of standards in practice. His most successful projects include:

  • Office online
  • Parking Liberec
  • MS Tools for budget management, investments, subsidies
  • PRINCE2® Accelerator (SW solution according to PRINCE2 methodology)

Marek Mitáček

Accredited trainer, Workshop Leader, Coach, co-author of methodologies and TAYLLORCOX Toolkits (sets of templates and sample forms) for IT Service Management ITSM, Project Management PRINCE2 and cyber security according to ISMS ISO / IEC 27001 and ZoKB.

One of the very first IT auditors in the Czech Republic. His rich practice began in 1996 in the company. GiTyFurtherly spent almost 10 years as an ITIL implementer at Český Telekom and since 2007 he has been a key auditor, accredited trainer at the TAYLLORCOX certification body

  • Český Telekom
  • GiTy - Interní Auditor / Consultant


Jan Cuřín

Graduate of ČVUT FEL, subsequently a consultant with an international dimension in the field of implementation and optimization of the information management system (ITSM) and cyber (ISMS) security. He applies the acquired experience from the position of an accredited Lead Auditor in the areas of IT Service Management, ISMS and GDPR.

  • Cyber Security standard author
  • Lead Auditor ITSM ISO 20000, ISMS ISO/IEC 27001
  • Approved Trainer & Lead Auditor GDPR (EU 2016/679) dle ISO/IEC 17067


ISO 20000 Foundation Certifikace | ISO 17024 Accredited

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