EasyELEarning Academy · PECB Authorized Partner
ISO/IEC 20000 Foundation – IT Service Management
Understand the foundations of an IT service management system and connect service quality with responsibilities, performance and continual improvement.
Duration
2 daysDelivery
Live online or in personCredential
PECB examination & certificationContent and learning objectives
- Service management concepts
- Structure of a service management system
- Service processes and responsibilities
- Performance evaluation and improvement
Understanding the service desk, SLAs and IT operations
If you are considering an alternative to ITIL training as an introduction to service management, start by comparing the learning objectives. ITIL offers practical guidance; ISO/IEC 20000-1 defines auditable requirements for a service management system. The Foundation course introduces this framework. It helps you make sense of everyday IT operations: how do service desk management, responsibilities, service level agreements (SLAs) and service improvement fit together? Existing ITIL knowledge can provide a useful practical complement. This course is for people who want to understand service quality and collaboration. It leads towards an individual PECB credential, rather than an ITIL certification.
Who should attend?
Professionals working in it service & governance, with responsibilities appropriate to the selected course level.
Prerequisites
No formal course prerequisites specified by PECB.
Course structure and delivery
The full course follows the 2-day PECB agenda. Learn live with a qualified trainer through exercises, discussion and practical cases. Online and classroom delivery cover the same content. Examination scheduling is agreed in line with the course agenda.
Online sessions are delivered live using alfaview. The Odoo portal provides course information and materials. Dates, teaching language and classroom location are agreed before the course starts.
Materials, examination and certification
The full course includes official PECB training materials, tuition in the selected format and the first PECB examination attempt.
The course prepares you for the PECB examination for ISO/IEC 20000 Foundation. After passing the exam, you can apply for the corresponding PECB credential. PECB assesses eligibility and awards the credential. This credential does not require professional or project experience. PECB examination and certificate rules apply.
Option: 4 hours of exam preparation
An optional four-hour live exam preparation session is available for €650. It is intended for participants who are already studying independently and does not replace the complete PECB course. Materials and examination arrangements for this option are agreed separately in advance.
Teaching and examination language
Teaching languages: German, English or Hungarian. The selected teaching language is confirmed when scheduling the course. Hungarian is a teaching language for this PECB course only and is not a promised examination language. The examination language and the language of official PECB materials are agreed separately before booking.
Self-employed? Explore KOMPASS before booking.
KOMPASS may support suitable professional development for eligible solo self-employed people in Germany. Arrange a consultation with us to discuss course selection. Mandatory funding advice and eligibility checks are provided by an official KOMPASS advisory centre. Only make a binding booking after the qualification voucher has been issued. Training must include at least 20 hours; not every offer meets this condition. Funding eligibility is assessed individually.
PECB course profile and credential requirements
Frequently asked questions about this course
I already know ITIL. What does ISO/IEC 20000 Foundation add?
ITIL experience helps you get started. ISO/IEC 20000 focuses on a connected service management system and verifiable requirements. When studying, go beyond comparing terminology: ask which responsibility, evidence and improvement sit behind a service process you already recognise.
Is this suitable for service owners without a technical qualification?
If you agree services with customers, prioritise tickets or coordinate suppliers, you already have useful starting points. To prepare, describe a familiar service and its users. Understanding delivery and responsibility matters here; programming knowledge is not the focus of this introductory course.
Should I choose Foundation or go straight to Lead Auditor?
Choose Foundation if you first want to understand service management and contribute confidently to team discussions. Lead Auditor is the more suitable direction for planning and evaluating audits. First check whether you can already explain standard requirements and apply audit principles.
Is a service management system simply a better ticketing tool?
A ticketing tool can supply information; a service management system covers the organised direction and improvement of services. For example, a closed ticket alone says little about whether the agreed service was delivered. Also ask about ownership, customer expectations and recurring causes.
How can I connect the content to my own service area?
Start with a manageable example, such as providing a new employee workstation. Note user expectations, participating teams, handovers and one measurable outcome. This helps you recognise practical connections without modelling the whole organisation at once. Use anonymised information for your example.
Do I need professional experience for the Foundation credential?
No professional or project experience is required for the PECB Foundation credential. The examination and subsequent application are still separate steps. Plan for more than classroom attendance: allow time for preparation and for providing the information needed in your application to PECB.
How long is ISO/IEC 20000 Foundation at EasyELEarning?
The ELA offering covers two days including the examination. Choose live online teaching or classroom attendance and agree the date with us. An optional four-hour exam preparation session is a separate format for material you have already studied; it does not replace the full Foundation course.
Can I study in Hungarian and take the exam in another language?
Hungarian is available as a teaching language for this PECB course. This does not promise a Hungarian examination. Teaching, official materials and the examination are considered separately, and available languages are agreed before booking so that you can plan your study effort realistically.
Selected courses compared
Which content fits your goals, which skills are practised, and what does the credential demonstrate? This selection compares our course with two specific alternatives.
On smaller screens, scroll the table sideways to see all columns.
| Course offer | Content | Skills development | What the credential demonstrates |
|---|---|---|---|
| EasyELEarning Academy This course offer | Service management foundations, management-system structure, service processes and responsibilities, performance evaluation and improvement, supported by live teaching, exercises and official PECB materials. | The learning objective is to interpret service management requirements, understand responsibilities and support structured service processes and continual improvement in the workplace. | Individual PECB Foundation credential following a passed examination and application; professional or project experience is not required. PECB applies its examination and certificate requirements. |
| cmt ISO/IEC 20000 Foundation Related foundation course; verify examination scheme. Provider’s course | ISO/IEC 20000-1:2018, service management system structure and operation, service processes, supplier management, internal audits and improvement against standard requirements. | Learning objective: understand service processes and terminology, interpret management-system requirements and support an organisational certification project through informed practical contributions. | A Foundation examination requiring separate registration is described. The course page does not name its certificate issuer; clarify before booking. |
| SGS Academy ISO/IEC 20000 Foundation Self-Study (PECB) Same PECB programme; self-study. Provider’s course | Self-study covering service management and ISO/IEC 20000-1 requirements, including organisational context, leadership, resources, operational controls, performance evaluation and continual improvement. | Learning objective: explain service management concepts, understand standard requirements and identify how an organisation can satisfy them within its management system. | Passing the PECB examination permits an application for the Foundation credential. Issuance remains conditional on meeting the selected credential’s requirements. |
Checked: 31 October 2026. Based on the linked provider information. This selection is not a complete market overview. Related courses are identified; scope, entry requirements, teaching languages and examination languages may differ. The table describes learning objectives and credential types, without guaranteeing learning outcomes or general equivalence. Current offer and certification conditions apply. Official course names retain their original wording.