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ISO/IEC 20000
Certification and Training

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Course details

ISO/IEC 20000 Training​

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. ISO/IEC 20000 aligns to the IT infrastructure library (ITIL®) best practice framework. The adoption of ISO 20000 has grown rapidly in the international arena for both internal and external IT service providers and it has become a competitive differentiator for delivery of IT services.

Why this ISO/IEC 20000 certification?

This course provides a basic insight in the specifications and code of practice for ISO 20000 and covers the second edition of the standard (ISO IEC 20000-1:2011) which cancels and replaces the first edition. Students who have attended this course are suitably prepared to successfully take the associated Foundation certification test which is one of the possible pre-requisites for the Practitioner qualification.

Course and Learning Objectives

At the end of this course the student will be able to understand the scope, objectives and high level requirements of the ISO/IEC 20000 standard, how it is used in a typical IT service provider organization, together with the main elements of the certification process. Specifically, the student will understand:
  • The background to ISO IEC 20000
  • The scope and purpose of Parts 1, 2, 3 and 5 of ISO IEC 20000 and how these can be used
  • The key terms and definitions used
  • The fundamental requirements for an SMS and the need for continual improvement
  • The processes, their objectives and high level requirements in a typical IT service provider scenario
  • Applicability and scope definition requirements
  • The purpose of internal and external audits, their operation and the associated terminology
  • The operation of the APMG Certification Scheme
  • The relationship with best practices and related standards

Course Approach

Participants will learn the principles and core elements of this standard for IT Service Management. An interactive approach is used combining lecture, discussion and handouts to prepare participants for the ISO/IEC 20000 Foundation certification exam.

Course Student Material

Students will receive the Foundation classroom workbook containing all of the presentation materials, course notes and sample exams.

Reference Materials

Additional reference materials are not required for this course.


There are no pre-requisites for this course, although a basic knowledge of Service Management concepts is recommended.

Target Audience

Staff working within an IT service provider organization who require a basic understanding of the standard, Staff working within service providers who are already certified to ISO IEC 20000 or those considering its implementation.