The PECB ISO/IEC 20000 Foundation course introduces participants to the fundamental concepts and principles of service management and the requirements of a Service Management System (SMS) based on ISO/IEC 20000-1.
The course helps participants understand how organizations can establish, implement, maintain, and continually improve an effective Service Management System. It covers the organizational context, leadership responsibilities, planning, resources, service delivery activities, performance evaluation, and continual improvement.
This course is suitable for:
- Managers and consultants seeking foundational knowledge of ISO/IEC 20000-1
- Professionals responsible for managing, maintaining, or improving services
- Members of Service Management System implementation and operation teams
- Individuals seeking knowledge of fundamental service management concepts
- Professionals interested in starting a career in service management
There are no prerequisites for participating in this course.
This is a fully self-paced PECB Self-Study package. You can study according to your own schedule using official PECB digital course materials, practical information, examples, exercises, and quizzes.
The Self-Study package does not include scheduled live classes or prerecorded training videos.
All official study materials, examination services, results, and certificate applications are provided through the official myPECB platform and are not hosted on the CertiBanks website.
Important: Create Your PECB Account
Before purchasing or requesting activation, please create a free PECB Member Account through the official myPECB portal.
Your PECB account is required for course enrollment, access to the official study materials, examination scheduling, examination results, and the certificate application.
How the Process Works
- Create your PECB Member Account through the official myPECB platform.
- Purchase the package from CertiBanks.
- Provide us with your full name, PECB account email address, and preferred course language.
- CertiBanks will register you for the official PECB ISO/IEC 20000 Foundation Self-Study course.
- Once registration is completed, the official course materials will become available in your myPECB dashboard.
- Study the course materials and complete the exercises and quizzes at your own pace.
- Schedule and take your PECB ISO/IEC 20000 Foundation examination through the PECB platform.
- After passing the examination, submit your certificate application through your myPECB account.
What This Package Includes
- Official PECB ISO/IEC 20000 Foundation Self-Study enrollment
- Access to official digital course materials through myPECB
- More than 200 pages of information and practical examples
- Exercises and quizzes
- First PECB examination attempt
- One free examination retake in case of failure
- Certificate application fee
- First year of the PECB Annual Maintenance Fee
- Course completion attestation with 14 CPD credits
- Eligibility to claim the applicable PECB digital badge after obtaining the certificate
- Registration, activation, and general guidance from the CertiBanks team
PECB confirms that the course includes more than 200 pages of training materials and a course completion record worth 14 CPD credits.
Examination and Certificate Information
The package includes the first examination attempt and one free retake.
For this Self-Study package, the complete examination cycle, including the first attempt and free retake, must be completed within 12 months of the package purchase date.
The package also includes the certificate application fee and the first year of the PECB Annual Maintenance Fee.
The examination evaluates the candidate’s knowledge across the following competency domains:
- Fundamental concepts and principles of service management
- Fundamental concepts and principles of a Service Management System
- ISO/IEC 20000-1 requirements for an SMS
- Requirements contained in clauses 4 through 10 of ISO/IEC 20000-1
The examination covers topics such as:
- The context of the organization
- Interested parties and their requirements
- Determining the scope of the SMS
- Leadership and management commitment
- Service management policy
- Organizational roles, responsibilities, and authorities
- Risks, opportunities, and service management objectives
- Resources, competence, awareness, and communication
- Documented information
- Operational planning and control
- Service portfolio management
- Relationship and agreement management
- Supply and demand management
- Service design, build, and transition
- Resolution and fulfillment activities
- Service assurance
- Monitoring, measurement, analysis, and evaluation
- Internal audits and management reviews
- Nonconformities, corrective actions, and continual improvement
The official course brochure lists the examination duration as one hour. Foundation examinations are generally multiple-choice and closed-book, meaning reference materials are not permitted during the examination.
The exact examination format, available languages, scheduling options, and other conditions are determined by PECB and should be reviewed through the PECB platform when scheduling the examination.
Certificate Requirements
After successfully completing the course and passing the examination, you can apply for the:
PECB Certificate Holder in ISO/IEC 20000 Foundation
This is an entry-level certificate demonstrating that the holder has an overall understanding of service management concepts and ISO/IEC 20000-1 requirements for a Service Management System.
No previous professional experience, management system audit experience, or service management project experience is required.
Candidates must:
- Complete the PECB ISO/IEC 20000 Foundation training course
- Pass the PECB ISO/IEC 20000 Foundation examination
- Submit the certificate application through myPECB
- Agree to follow the PECB Code of Ethics
Once the certificate application is reviewed and approved by PECB, the certificate and applicable digital badge will become available through the candidate’s myPECB account.
Course Delivery Format
This package is fully self-paced and does not require attendance on specific dates.
The Self-Study format provides access to the official digital course materials, practical examples, exercises, and quizzes through the myPECB platform.
It does not include scheduled live classes or prerecorded training videos.
You can access the course materials and study according to your own schedule and availability.
Course Structure
The two-day course agenda represents the structure and estimated content of the training. It does not require attendance on two specific or consecutive days.
The course generally covers:
- Introduction to service management
- Fundamental service management concepts, principles, and terminology
- Introduction to ISO/IEC 20000-1
- Purpose and benefits of a Service Management System
- Structure of ISO management system standards
- Context of the organization
- Understanding the needs and expectations of interested parties
- Determining the scope of the SMS
- Establishing and managing SMS processes
- Leadership and management commitment
- Service management policy
- Organizational roles, responsibilities, and authorities
- Risks and opportunities
- Service management objectives and planning
- Resources required for the SMS
- Competence, awareness, and communication
- Documented information
- Operational planning and control
- Service portfolio management
- Planning and controlling services
- Service delivery requirements
- Relationship and agreement management
- Business relationship management
- Service-level management
- Supplier management
- Budgeting and accounting for services
- Demand management
- Capacity management
- Service design, build, and transition
- Change management
- Release and deployment management
- Configuration management
- Incident and service-request management
- Problem management
- Service availability management
- Service continuity management
- Information security management
- Monitoring, measurement, analysis, and evaluation
- Internal audits
- Management reviews
- Nonconformities and corrective actions
- Continual improvement
- Preparation for the PECB ISO/IEC 20000 Foundation examination
Course and examination language availability may vary. Please confirm your preferred course language before activation.
Any language change requested after enrollment will be subject to PECB approval and availability.
Need Help?
CertiBanks will support you with package registration, activation, and general guidance throughout the process.
The official study materials, examination scheduling, examination results, certificate application, certificate, and digital badge are accessed and managed through your myPECB account.
Before Purchasing
Please create your free myPECB account before placing your order.
Once registration is completed, your official course materials, examination services, results, and certificate application will be available through your myPECB account.