ISO/IEC 20000 IT Service Management Practitioners

Duration: 2 Days

ISO/IEC 20000 IT Service Management Practitioners Course Dates

ISO/IEC 20000 IT Service Management Practitioners


Certification: APMG ISO/IEC 20000 Practitioner
Duration: 2 Day’s
Learning Formats:
Virtual Classroom $1,860
Classroom $2,200
Discounted Pricing: Contact us for group discounted rates. We can deliver courses at one of our facilities or onsite at your location.

SKU: ISO20P Category: Tag:



This interactive workshop, leading to the ISO/IEC 20000 Practitioner examination is aimed at IT practitioners who assist organizations to achieve or retain ISO/IEC 20000 certification. The purpose of the Practitioner qualification is to ensure that the candidate has sufficient understanding of ISO/IEC 20000 and its application to be able to analyze and apply their knowledge to a range of activities that would support organizations in achieving and retaining ISO/IEC 20000 certification.

The course covers the interpretation and application of the ISO/IEC 20000 standard and enables practitioners to develop the Service Management capability of an organization and assess its readiness for certification within the ISO/IEC 20000 certification scheme.


This qualification is aimed at existing third-party or internal auditors who wish to understand the specific requirements of auditing IT service management systems for conformity with the ISO/IEC 20000 standard.


Delegates attending the course are required to have a fundamental knowledge of IT service management principles and processes. The basic ITSM knowledge required is exemplified by either an ITIL® Service Management Foundation certificate or an approved ISO/IEC 20000 Foundation certificate, possession of one of which is mandatory for attending this course.

  • Introduction and background to ISO/IEC 20000 standard
  • ISOIEC 20000 certification scheme
  • Principles of IT service management
  • ISO/IEC 20000-1 (Part 1) Service management system requirements
  • ISO/IEC 20000-2 Guidance on the application of Part 1
  • Achieving ISO/IEC 20000 certification
  • Applicability, scoping and eligibility based on ISO/IEC 20000-3
  • Preparation for formal certification, full and surveillance audits
  • Exam practice and preparation
Day 1
09:00 Registration
09:30 Introduction
10:00 Overview of ISO/IEC 20000
10:45 Break
11:00 Overall Management Requirements
12:30 Lunch
13:30 Group Assignment 1
14:00 Service Delivery Processes
15:00 Break
15:15 Service Delivery Processes
16:30 Multiple-Choice Sample Paper 1
17:00 Review Paper 1
17:30 CloseHomework – Multiple-Choice Sample Paper 2
Day 2
09:00 Review Paper 2
09:30 Relationship Processes
10:45 Break
11:00 Resolution Processes
11:45 Control Processes – Configuration Management
12:30 Lunch
13:30 Control Processes – Change Management
14:15 Release Process
15:00 Break
15:15 Planning and implementation
17:30 CloseHomework – Multiple-Choice Sample Paper 2
Day 3
09:00 Review Paper 2
09:45 Scoping and Eligibility: Group Assignment 2
10:45 Break
11:15 Mock Examination (Written)
12:15 Lunch
13:15 Mock Examination Review
13:45 Course Summary and Evaluation
14:00 Break
14:15 -17.15 Examination
17:15 Close
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