ISO/IEC 20000 Practitioner

Clients request that their (internal or external) IT Service Providers can prove that they are able to provide the required service quality and have appropriate service management processes in place. Based on processes, ISO IEC 20000 is an internationally recognized standard for IT Service Management that specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements. ISO IEC 20000 certification is awarded after audits conducted by Registered Certification Bodies, which ensure that a service provider designs, implements and manages an IT Service Management system in line with the requirements of the standard.

Why take this ISO IEC 20000 Practitioner training?

This ISO IEC 20000 Practitioner training course provides sufficient understanding of ISO IEC 20000 and its application to be able to analyse and apply the gained knowledge to a range of activities that would support organizations in conforming to the requirements of Part 1, and achieving and retaining ISO IEC 20000 certification. The course covers the second edition of the standard (ISO IEC 20000-1:2011) which cancels and replaces the first edition (ISO IEC 20000-1:2005). Students who have attended this course are suitably prepared to successfully take the associated ISO IEC 20000 Practitioner certification test. Quint’s ISO IEC 20000 Practitioner course offers a unique series of focused sessions where participants are educated on the full potential of ISO 20000. The course provides experience-based guidelines and concepts regarding implementing ISO 20000, with special emphasis on the ‘soft’ aspects of changing an organization. This, undoubtedly, will allow for the development of essential skills to support the decision making process and, allow for the drawing up of detailed implementation approach for the participants organization.

What you will learn

At the end of this course the student will be able to understand and be able to analyse and apply the content of ISO IEC 20000 within currently certified organizations or those wishing to implement an SMS in preparation for initial certification. Specifically, the student will be able to:

  • Understand the purpose, use and application of Parts 1, 2, 3 and 5 of the standard
  • Assist and advise organizations in the achievement of conformance to ISO IEC 20000-1 and certification
  • Understand, explain and advise on issues regarding applicability, eligibility and scope definition
  • Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards
  • Explain and apply the requirements of Part 1
  • Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the ongoing demonstration of conformance to Part 1
  • Advise and assist in ISO IEC 20000 certification readiness assessments
  • Produce a gap analysis supported by an improvement and implementation plan
  • Understand, create and apply a service management plan
  • Assist and advise organizations on the implementation of continual improvement processes
  • Prepare organizations for the ISO 20000 certification audit using the regulations of the APMG Certification Scheme


Students must hold ISO IEC 20000 Foundation or ITIL® Foundation to join the Practitioner exam.

Who should attend?

This qualification is aimed at practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO IEC 20000.

ISO IEC 20000 Practitioner certification

After successful completion of the exam, students will receive the ISO IEC 20000 Practitioner certification. The ISO IEC 20000 Practitioner qualification will give you the expertise to lead your organization to ISO 20000 certification.

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