Service Management  20000 Foundation

Service Management 20000 Foundation

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1 335,78 €


    Behaviour Group

    66 Avenida Visconde de Valmor

    1050-242 Lisboa


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    On this course, the students will acquire the fundamental knowledge to establish and operate an Service Management System (SMS) based on the ISO/IEC 20000-1 standard.

    The course covers the fundamental concepts related with service management, an overview clause-by-clause of the ISO/IEC 20000-1 standard with high-level implementation guidance and discussion-based practical examples to implement the requirements of the standard, and best practices for the implementation of the requirements based on ISO/IEC 20000-2, ITIL v4 and other applicable service management guidance.

    As the students advance through the subjects of course, they will be presented with the main supporting standards of the ISO/IEC 20000 family, this includes, but not only, the guidance for the application of service management systems (ISO/IEC 20000-2), the guidance for scope definition and applicability of ISO/IEC 20000-1 (ISO/IEC 20000-3), and the implementation guidance for ISO/IEC 20000-1 (ISO/IEC 20000-5). These standards provide guidance to establish, implement, maintain, and continually improve an ISO/IEC 20000-1 Service Management System.

    This course also provides an overview of other non-family and service management related best practices, legislation, and regulation and, on the last module, it covers an overview of the main concepts, principles, and best practices for auditing an SMS based on the guidance of ISO 19011.


    This course is based on theorical, and practical sessions supported by a real-world adapted case-study.

    The course includes hands-on practical and theorical exercises to:

    better prepare the students for the real-world challenges, and

    to prepare and increase the likelihood of success on the certification exam, and

    train and prepare professionals for participating in an SMS implementation program or SMS audit based on ISO/IEC 20000-1.

    This course is available to be delivered in a Classroom and Live-Training model.

    Live Training brings you the dynamic environment of the classroom, to your desk. Using your computer, you interact with the trainer and the trainees as if you were with them in the classroom.


    This course is intended to:

    IT Service Management and/or IT Consultants, Auditors, Managers or Risk Professionals

    Any Executive or Senior Manager responsible to ensure the alignment and delivery of value from IT Service Management to the organization

    Professionals responsible for the IT Service Management/IT Governance on the organization

    Any professional, either, IT, information security, business or any other, involved on the establishment, implementation, operations and/or continual improvement of a Service Management System (SMS) based on ISO/IEC 20000-1

    Anyone who wants to learn the fundamentals of ISO/IEC 20000-1


    Students should understand English as the course documentation is in this language. Please consult BEHAVIOUR to verify the availability of the course on other languages.


    At the end of this course students will be able to:

    Understand the fundamental service management concepts, and the main requirements of ISO/IEC 20000-1

    Get to know and understand the correlation of the ISO/IEC 20000 family standards, including ISO/IEC 20000-1, ISO/IEC 20000-2, and related ISO and other best practices, applicable legislation, and regulation

    Support an organization on the implementation and operation of an SMS based on ISO/IEC 20000-11, as part of an SMS implementation team and/or during an implementation project

    Understand the fundamental audit concepts and principles based on the ISO 19011 standard

    Understand the several service management related source of requirements to discuss with the peers about relevant subjects to the maintenance and improvement of service management and IT services on the organization

    Support the organization on the achievement and maintenance of the ISO/IEC 20000-1 certification


    Introduction to Service Management, the ISO/IEC 20000-1 standard and, related best practices

    SMS and Audit concepts and principles

    Certified Service Management 20000 Foundation (CSM20000FD) Exam


    The “Certified Service Management 20000 Foundation” exam covers the following competence domains:

    Domain 1: Service management fundamentals

    Domain 2: Service Management System ISO/IEC 20000-1 requirements

    Domain 3: Fundamental audit concepts and principles based on ISO 19011

    Language(s): English and Portuguese (please consult BEHAVIOUR for availability on additional languages).

    Duration: 1 hour.

    Exam details: One part exam.

    Results: “Pass or Fail” quantitative score. In the case of a failure, the result will be accompanied with the list of domains in which you had a mark lower than the passing grade. If the candidate fails the exam, he is entitled to one free retake within a 1-year period from the initial exam date.

    Passing score: 260/400 marks.

    Exam type: Multiple-choice questions.


    After successfully completing the certification exam, and signing the code of ethics, participants will achieve the credential of Certified Service Management 20000 Foundation.

    A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential. Candidates also receive the digital badge of the certification achieved.

    The “Certified Service Management 20000 Foundation” personnel certification program is drafted and maintained according to the ISO/IEC 17024 standard.


    Formação na língua portuguesa ou inglesa.

    Recursos materiais da formação online e em Inglês, com acesso online.

    Certificado digital de Frequência de Formação Behaviour com 14 créditos CPD/CPE.

    Exame de Certificação, presencial ou online, em Português e Inglês. O exame pode ser realizado até 3 meses, após a conclusão do curso.

    Diploma digital de Certificação e Insígnia digital de Certificação, após sucesso no exame e conclusão do processo de candidatura. Este registo não tem qualquer custo associado.

    Se o candidato não for aprovado no exame, tem o direito a uma nova tentativa gratuita dentro de um período máximo de 12 meses, a contar da data do exame inicial.