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Course : ITIL® and ISO 20000 Foundation: Certifications

ITIL® and ISO 20000 Foundation: Certifications


Average of customer reviews Average of customer reviews Average of customer reviews Average of customer reviews
4,4 / 5




INTER
IN-HOUSE
CUSTOM

Practical course in person or remote class
Available in English on request

Ref. SOF
  5d - 35h00
Price : 4020 CHF E.T.

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Certification
Taking the two certification exams "ITIL® Foundation" and "ISO/IEC 20000 Foundation": 40 multiple-choice questions for each exam (1 point per question) to be completed in 60 minutes. Certification is attained if the candidate gets at least 26 answers correct (65%).
Remote certifications
See the certifier’s official documentation for the list of prerequisites for completing the online certification exam.

Practical details
Teaching methods
A case study will allow the participant to analyze the IS service management application and identify areas for performance improvement.

Course schedule

1
ITIL® v3 referential presentation.

  • Origins of the referential. ITIL® approach and philosophy. Main concepts.
  • IT services and services strategy definition.
  • IT governance. Introducing the management service and its life cycle.

2
The five modules of ITIL® v3

  • Strategy strategy.
  • Service Design.
  • Service Transition.
  • Service Operation.
  • Continual Service Improvement.

3
The services management process

  • The service management control process.
  • The resolution process.
  • The processes of service delivery.
  • Relations management process.
Exercise
Case studies presentation : defining the importance of IT Service Management.

4
ISO / IEC 20000 basic introduction

  • Comparison between ISO / IEC 20000 and ITIL® v3. Basic principles and elements ISO / IEC 20000.
  • Aligning Business / IT. The ISO / IEC 20000 for organizations.
  • Implementation risks.

5
ISO / IEC 20000 scope and use

  • ISO / IEC 20000 scope and structure Part - 1.
  • ISO / IEC 20000 scope and structure Part - 2.
  • Main differences between ISO / IEC 20000 Part - 1 and ISO / IEC 20000 Part - 2.
  • ISO / IEC 20000 scope and structure Part - 3.
Exercise
Presenting concrete examples to clearly define the perimeters of each party ISO / IEC 20000.

6
ISO / IEC 20000 Global Management System

  • ISO / IEC 20000 terms and définitions.
  • How to use the 4 P.
  • The service management system.
  • Planning and implementation of service management.
  • The design and transition of new or changed services.
Exercise
Overall presentation of the different phases of the IT service management.

7
ISO / IEC 20000 scope and applicability

  • The organization.
  • Corporate governance and its relationship with IT.
  • IT service management.
  • Exam preparation.
Hands-on work
Certification exam.


Customer reviews
4,4 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed. (Translated by Deepl)
SYLVAIN P.
17/11/25
3 / 5

The presenter was competent in his field, but not very educational. The examples given to illustrate the theory were not always relevant and rarely current (personal experience dates back to the 90's)In the end, I don't think I understood the philosophy and key concepts of ITIL. I'm much more comfortable with ISO 20k because I already know ISO 27k.
YASSINE S.
17/11/25
5 / 5

Very good training and above all a very good trainer who knows the subject very well and who was able to pass on his knowledge of the subject to us over the 5 days. Thank you to Mr Bernadet for his professionalism!
FAYCAL A.
03/11/25
5 / 5

An excellent trainer, just like we'd like to have at every training course. A job well done!

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