ISO/IEC 20000 Requirements

Do you want to add value to your organization and the services you deliver? Then ISO/IEC 20000-1 is for you. It specifies the requirements for an SMS, including how to plan, design, transition, deliver and improve services so they deliver value for you and your customers. 

By attending this course you’ll learn about the ISO/IEC 20000-1 requirements and how to interpret and apply the key concepts and principles of the standard to existing processes within your organization. 

Who should attend?

  •  Anyone involved in defining, planning, auditing, implementing or managing a service management system (SMS) based on ISO/IEC 20000-1:2018.


How will I benefit?

This course will help you:

  • Understand the key concepts and requirements of ISO/IEC 20000-1
  • Describe the ISO/IEC 20000 series of standards with related terms and definitions
  • Identify opportunities to maximize the productivity of an organization’s services through the operation of an SMS
  • Understand the ISO/IEC 20000-1 certification process and how it can help demonstrate your commitment to service management
  • Identify the common areas in ISO/IEC 20000-1 that support you to integrate your SMS with other management systems such as ISO 9001 and ISO/IEC 27001
  • Communicate the benefits of implementing an SMS in your organization to improve your service delivery for customers


What will I learn?

  • Understand IT service management definitions, concepts, and guidelines
  • Understand the purpose of the ISO/IEC 20000 series of standards
  • Understand the role of IT service management processes
  • Understand the requirements of the ISO/IEC 20000-1:2011 standard
  • Understand the process approach
  • Auditing to requirements
  • How to identify nonconformities
  • Purpose and content of an audit report