ISO/IEC 20000-1:2011 Service Management System (SMS) Implementation Training Course

The course will provide guidance on implementing a service management system (SMS) based on ISO/IEC 20000-1 for anyone involved in defining, planning, implementing or managing an SMS.

ISO/IEC 20000-1:2011 is a standard that specifies requirements for a service provider to establish, implement, maintain and improve a service management system (SMS) to fulfil agreed service requirements.

This practical two-day course provides you with guidance to improve the quality and cost effectiveness of your service delivery by implementing a service management system (SMS) based on ISO/IEC 20000-1:2011.

It combines presentations as well as individual and group activities to help you develop the knowledge and skills required to implement a best practice SMS within your organization.  

Who should attend?

Anyone involved in defining, planning, implementing or managing a service management system based on ISO/IEC 20000-1.


You need to have an understanding of service management and some knowledge of ISO/IEC 20000-1 prior to the course.

It is therefore recommended that you attend the BSI ‘Requirements of ISO/IEC 20000-1’ Training Course, prior to attending this course.

What will I learn?

Upon completion of this training, you’ll have the knowledge to:

  • Explain the requirements of ISO/IEC 20000-1 in the context of implementation
  • Assess how closely your organization currently meets the requirements of ISO/IEC 20000-1
  • Recognize parts 2 and 3 of ISO/IEC 20000 and how they can support the implementation
  • Develop an implementation plan
  • Plan the resource requirements for implementing an SMS
  • Prepare for third party certification

You’ll have the skills to:

  • Create the required documentation and design the required processes
  • Support the integration of ISO/IEC 20000-1 with other management systems, such as ISO 9001 and ISO/IEC 27001

How will I benefit?

By attending this course, you will:

  • Gain the expertise to implement an effective SMS in your organization
  • Be able to identify improvements to the performance of the SMS and its services
  • Assist your organization to improve customer relationships through high quality service delivery
  • Support your organization to achieve certification of the SMS to ISO/IEC 20000-1

What's included?

  • On completion, you’ll be awarded an internationally recognized BSI Training Academy certificate
  • Detailed course notes and lunch are provided

Course resources

View our course resources below