• An empty cart

    You have no item in your shopping cart

  • An empty cart

    You have no item in your shopping cart

Enter your keyword


ISO/IEC 20000 Introduction Course (1 Day)

About Instructor

Introduction to the implementation of an IT Service Management System (SMS) based on ISO 20000


This one-day training enables participants to be familiar with the basic concepts of implementation and management of an IT Service Management System (SMS) as specified in ISO/IEC 20000-1:2005. The participant will learn the different components of an SMS, including the SMS policy, measuring performance, management’s commitment, internal audit, management review and continual improvement.

Who should attend?

  • IT Professionals wanting to gain a comprehensive knowledge of the main processes of an IT Service Management System (SMS)
  • Staff involved in the implementation of the ISO 20000 standard
  • Expert advisors in IT
  • Managers responsible for implementing an SMS
  • Auditors

Learning objectives

  • To understand the fundamentals of IT management
  • To know the interrelationships between ISO/IEC 20000-1:2005 and ISO/IEC 20000-2:2005
  • To know the key components of an IT Service Management System in an ISO/ 20000 context
  • To introduce the concepts, approaches, standards, methods and techniques allowing an effective management of a Service Management System in accordance with ISO 20000
  • To understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
  • To understand the stages of the ISO 20000 certification process

Course Agenda

  • Introduction to the ISO 20000 family of standards family
  • Introduction to management systems and the process approach
  • Presentation of main processes of an SMS
  • Implementation phases of the ISO 20000 framework
  • Continual improvement of IT management
  • Conducting an ISO 20000 certification audit



Examination and Certification


General Information

  • A student manual containing over 100 pages of information and practical examples will be distributed to participants
  • A participation certificate of 7 CPD (Continuing Professional Development) credits will be issued to participants

Reviews Statistic

0 out of 0
0 Ratings
5 Start 0
4 Start 0
3 Start 0
2 Start 0
1 Start 0


There are no reviews yet.

Be the first to review “ISO/IEC 20000 Introduction Course (1 Day)”

Start On February 9, 2017
Duration 1 Day
Level Beginner
Effective Start Date Any Time on Request +1 416 900 9227
Location Toronto
Price $1,100.00

Location map

Share our course