ISO 20000 Training

ISO/IEC 20000-1 is the international standard for IT service management systems (SMS). It specifies requirements for planning, establishing, implementing, operating, monitoring, reviewing, maintaining and improving an SMS so that services consistently meet customer needs. Certification is commonly sought by IT outsourcing companies, managed-service providers and shared-service centres.

This 24-hour course explains the standard's requirements: context, leadership, planning, support, operation and performance evaluation, with the service-specific processes covering service catalogue management, asset and configuration management, budgeting and accounting, demand management, capacity management, change management, release and deployment, incident and service request management, problem management, service continuity, information security, service level management, supplier and relationship management and service reporting.

Learners compare ISO/IEC 20000-1 with ITIL 4 and ISO/IEC 27001, carry out a gap analysis on a case-study organisation, prepare core documented information and practise an internal audit. The course provides practical knowledge; it does not include an external exam, and formal auditor qualifications are available separately through recognised certification and registration bodies.