Service Management System (SMS) Requirements - An Introduction to ISO/IEC 20000-1:2011

ISO/IEC 20000-1 is a service management system (SMS) standard. It specifies service provider requirements to plan, establish, implement, operate, monitor, review, maintain and improve a SMS to fulfill agreed service requirements.

This course is designed to equip learners with the knowledge and skills to enable them to appreciate and understand the requirements of ISO/IEC 20000-1 in an organization. An experienced instructor explains the requirements, while hands-on exercises and take-home material provide the foundation upon which delegates can build their experience and develop their competence.


Who should attend?

  • IT professionals
  • Anyone involved in defining, planning, or implementing an ISO/IEC 20000 IT service management system
  • Management representatives

What will I learn?

Upon completion of the training, delegates will be able to: 

  • Understand the key concepts of an SMS
  • Know the terms and definitions for ISO20000
  • Communicate the benefits of an ISO 20000 SMS
  • Describe the key processes required for an Service Management System (SMS)
  • Gain an overview of the certification process

How will I benefit?

  • Improved knowledge of ISO/IEC 20000-1
  • Enhanced ability to identify opportunities to maximize the productivity of an organization’s IT Services
  • Compliance with global best practice

What's included?

  • Detailed course notes
  • Lunch and refreshments
  • Delegates who successfully complete the course will be issued a certificate by BSI

Course resources

Download course guide (PDF)