IT SERVICE MANAGEMENT

ISO/IEC 20000 TRAINING COURSES

ISO/IEC 20000-1:2018 sets requirements for a service management system (SMS). It helps organisations plan, deliver, manage and continually improve services. Explore training to understand the standard, conduct internal audits, implement an SMS, or lead audits.

CONSISTENT SERVICES

Use clear processes to plan and deliver services.

CUSTOMER FOCUS

Align service management with agreed requirements.

GREATER CONTROL

Manage service changes, issues and risks systematically.

CONTINUAL IMPROVEMENT

Measure performance and improve services over time.

Foundation

Who it is forProfessionals new to ISO/IEC 20000-1 and service management.

What you will learnThe structure, key requirements and main processes of a service management system.

PrerequisiteNone.

Duration2 days.

Typical next stepInternal Auditor or Lead Implementer.

Internal Auditor

Who it is forService managers and team members responsible for internal audits.

What you will learnPlan and conduct internal audits, gather evidence, report findings and follow up actions.

PrerequisiteBasic understanding of ISO/IEC 20000-1 recommended.

Duration16 hours.

Typical next stepLead Auditor for those intending to lead audit teams.

Lead Implementer

Who it is forService managers, consultants and professionals responsible for establishing or improving an SMS.

What you will learnPlan, implement, maintain and improve a service management system based on ISO/IEC 20000-1.

PrerequisiteBasic service management and management system knowledge recommended.

Duration5 days.

Typical next stepLead SMS implementation and service improvement.

Lead Auditor

Who it is forExperienced auditors and service management professionals intending to lead audits.

What you will learnPlan and lead audits, evaluate evidence, manage an audit team and report findings.

PrerequisiteISO/IEC 20000-1 knowledge and familiarity with auditing principles recommended.

Duration5 days.

Typical next stepAdvanced service management auditing responsibilities.

READY TO CHOOSE YOUR TRAINING?

Individual learners can explore available courses and dates in the training catalogue.
Organisations can request a training solution for their team.

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FREQUENTLY ASKED QUESTIONS

ISO/IEC 20000 TRAINING FAQS

Find answers about service management, course levels and training options.

What is ISO/IEC 20000-1?
ISO/IEC 20000-1 specifies requirements for establishing, implementing, maintaining and improving a service management system.
Which training level should I choose?
Choose Foundation for an introduction, Internal Auditor if you will audit your organisation’s SMS, Lead Implementer if you will establish or manage it, or Lead Auditor if you intend to lead audits.
What is the difference between Lead Implementer and Lead Auditor?
Lead Implementer focuses on establishing, maintaining and improving an SMS. Lead Auditor focuses on planning and leading audits that assess it.
Is ISO/IEC 20000-1 only for IT departments?
It is a service management standard that can be applied by organisations managing and delivering services within the scope of their SMS.
How are the courses delivered?
Delivery options may vary by course and schedule. Check the training catalogue for available dates and formats, or contact us to discuss training for your organisation.
Does completing a course certify my organisation?
No. Training develops individual knowledge and skills. Organisational certification is a separate assessment process.