GLOBAL DIGITAL INSTITUTE (GDI – USA)
Introduction:
The ISO 20000:2018 Foundation in IT Service Management certification by GLOBAL DIGITAL INSTITUTE (GDI – USA) validates fundamental knowledge of IT Service Management, based on the principles, concepts, and requirements of the international standard ISO/IEC 20000-1:2018. ISO/IEC 20000:2018 specifies the requirements that a service provider must meet to plan, establish, implement, operate, monitor, maintain, and continually improve a Service Management System (SMS). These requirements cover the design, transition, delivery, and continuous improvement of services, ensuring that agreed service requirements are consistently met and value is delivered to organizations and customers. This certification represents the entry level of the ISO 20000 certification pathway and provides a solid foundation for understanding how IT services are managed using a structured, measurable, and continually improving approach.
Certificate Description
The ISO 20000:2018 Foundation certificate confirms that the professional understands the key concepts of IT Service Management, the structure of ISO/IEC 20000-1:2018, and the principles that support an effective Service Management System.
Learning Objectives
Upon completion of this certification, participants will be able to:
- Understand the fundamental principles of IT Service Management
- Identify the components of a Service Management System
- Recognize the key requirements of ISO/IEC 20000-1:2018
- Understand how services create value for the business
- Interpret the role of continual improvement within the SMS
Scope
This certification covers the fundamentals of IT Service Management and the general framework of ISO/IEC 20000, including:
- Core concepts of IT Service Management
- Structure and approach of ISO/IEC 20000-1:2018
- Service lifecycle and value creation
- Organizational roles, governance, and strategy
- Principles of continual improvement within the SMS
Benefits
- Clear understanding of IT Service Management under an international standard
- Strong foundation for progressing to Auditor or Implementer certifications
- Improved professional terminology and conceptual clarity
- International recognition of foundational knowledge
Participant Profile
- IT professionals with no prior experience in ISO 20000
- Service, process, project, or business analysts
- Operational and support staff involved in service delivery
- Students and recent graduates in technology-related fields
- Professionals seeking to start a career in IT Service Management
Main Content
- Fundamentals of IT Service Management
- Introduction to ISO/IEC 20000-1:2018
- IT Service Management framework
- Service lifecycle and value creation
- Organization, governance, and strategy
- Basic concepts of planning and operational control
- Introduction to continual improvement
Professional Value
This certification enables professionals to effectively participate in IT service teams, understand service management systems, and contribute value in organizations focused on quality, efficiency, and continual improvement.
