Training & Certifications


This program is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service management. The standard allows IT service provider organizations to achieve conformance to a service management system which requires them to continually improve their delivery of IT services. ISO/IEC 20000 was first released in 2005 and is now at the second edition. It 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.

This course provides sufficient understanding of ISO/IEC 20000 and its application to be able to analyze 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). At Practitioner level you should understand and be able to apply the content of the ISO/IEC 20000 standard within currently certified organizations or those considering certification.


At the end of the program, the participants will be able to :

  1. Understand the purpose, use and application of Parts 1, 2, 3 and 5 of the standard
  2. Assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification
  3. Understand, explain and advise on issues regarding applicability, eligibility and scope definition
  4. Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards
  5. Explain and apply the requirements of Part 1
  6. 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
  7. Advise and assist in ISO/IEC 20000 certification readiness assessments
  8. Produce a gap analysis supported by an improvement and implementation plan
  9. Understand, create and apply a service management plan
  10. Assist and advise organizations on the implementation of continual improvement processes
  11. Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme

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


This program is 3 days of intensive training class.


Candidate must hold one of the following qualifications to qualify to sit the Practitioner exam which is ISO/IEC 20000 Foundation or ITIL® Foundation.


At the end of the program, the participants will be assessed with two one-hour of ISO/IEC 20000 Practitioner Exam.


ISO/IEC 20000 Practitioner Certification will be awarded upon successfully passing the exam from APMG International.



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