ISO/IEC 20000-1:2018 - Awareness

FSMQC offers ISO/IEC 20000-1:2018 - Awareness as a separate awareness course. Participants study the subject modules below and apply them through the selected training track. Completion of one track does not automatically award the other tracks.
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Catalogue code: I10-A. Contact FSMQC to confirm the course dates, entry requirements, delivery language and applicable assessment route.

Explain service management responsibilities and distinguish incidents, requests, problems and changes. Identify the appropriate response in a service interruption scenario.

IT service managers, service owners and support teams. FSMQC confirms course readiness, language and learner support needs before enrolment.

Module 1. Service system and context
Define services, customers, interested parties and system scope. Explain leadership, objectives, resources and responsibilities for consistent service delivery.
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Module 2. Service planning and relationships
Review service commitments, demand, capacity, availability and supplier relationships. Explain how agreements and communication support clear expectations and accountabilities.
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Module 3. Operational service control
Connect change, configuration, release, incident, request and problem practices. Explain information security and continuity interfaces and maintain dependable service records.
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Module 4. Measurement and improvement
Evaluate service performance, customer feedback, internal audit and review. Analyse repeated incidents and use corrective action to improve service outcomes.

FSMQC uses instructor-led explanation, guided discussion and course-specific applied practice.
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A fictional service desk with recurring outages after poorly controlled changes. Use an FSMQC authored, fictional case with sufficient facts and records for independent learner work.
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Learning resources: Service catalogue, service agreement, incident and change records, improvement plan. Provide a learner explanation, agenda, authorised reference access, exercise instructions and feedback.
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Assessment: A knowledge check and a workplace scenario response assess understanding and individual responsibilities. FSMQC course completion does not confer ISO certification, registered auditor status or accreditation. The licensed reference and applicable amendments control delivery.

Training centre opening hours: Monday-Friday, 08:00-17:00. International venue times are local and confirmed before booking.
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Daily sessions are arranged within the opening hours, with up to 7.5 learning hours and 1.5 hours of breaks on a full day. Shorter courses and final days finish once the required learning and assessment hours are complete.
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Catalogue duration reference: 8 scheduled hours / 1 day. Required contact/learning hours are retained; scheduled days may be adjusted. Total qualification time and independent study are not automatically classroom hours.
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2026 proposed cohort 1: 21 Sep 2026, 22 Sep 2026. Venue: Abu Dhabi, UAE (venue to confirm).
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Dates before 23 October 2026 are historical planning entries, not confirmation of completed delivery. Contact FSMQC for current availability and written confirmation before making travel arrangements.
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Other eligible locations may be requested in UAE, UK, Australia or Egypt, subject to course-specific delivery approval and venue availability.

Contact FSMQC for current course fees and a written quotation. The quotation confirms dates, delivery language, learning materials, assessment arrangements and applicable charges before enrolment.