ISO/IEC 20000 Practitioner

ISO/IEC 20000-1:2018 is the internationally recognized standard for a service management system. It supports the management of the service lifecycle, including the planning, design, transition, delivery, and improvement of services to meet agreed requirements, so they deliver value for customers, users and the service provider.

By attending this course you’ll discover how to implement an SMS based on ISO/IEC 20000-1:2018. Using a step-by-step approach with the aid of a toolkit, you’ll learn how to develop an implementation plan, create necessary documentation and implement your SMS.

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Category
IT Service Management

Certificate
ISO/IEC 20000 Practitioner

Duration
3-days

ISO/IEC 20000-1:2018 is the internationally recognized standard for a service management system. It supports the management of the service lifecycle, including the planning, design, transition, delivery and improvement of services to meet agreed requirements, so they deliver value for customers, users and the service provider.

What you will learn
By attending this course you’ll discover how to implement an SMS based on ISO/IEC 20000-1:2018. Using a step-by-step approach with the aid of a toolkit, you’ll learn how to develop an implementation plan, create necessary documentation and implement your SMS.

Specifically, the student will be able to:

  • Recognize a typical framework for implementing ISO/IEC 20000-1:2018
  • Interpret key concepts and requirements of ISO/IEC 20000-1:2018 from an implementation perspective
  • Identify the benefits specific to your organization in relation to implementing an effective SMS
  • Prepare for third party certification

You will have the skills to:

  • Conduct a baseline review of an organization’s current position with regard to ISO/IEC 20000-1:2018
  • Create and support the implementation of an action plan
  • Implement key requirements of ISO/IEC 20000-1:2018.

By attending this training course, the student will:

  • Become familiar with a typical framework for implementing an SMS based on ISO/IEC 20000-1
  • Get a sound basis to focus your implementation efforts so that it benefits you and your organization.
  • Gain the ability to recognize where adjustments might need to be made, to accommodate your particular situation and progress made to date
  • Increase your knowledge of ISO/IEC 20000-1 key concepts and requirements
  • Develop the skills to conduct your own baseline review of your organization’s current position with regards to ISO/IEC 20000-1
  • Understand the certification process and benefit of integrating multiple management systems

Our high impact accelerated learning approach increases learning by improving knowledge retention and skill application. This course is activity-based, resulting in a deeper understanding of the material and a greater impact on job performance.

Course Approach
Students will learn the principles and core elements of the ISO/IEC 20000 standard for IT Service Management. An interactive approach is used combining lectures, discussions, and handouts to prepare participants for the ISO/IEC 20000 Foundation certification exam.

Who should attend?
Anyone involved in the planning, implementing, maintaining or supervising of an ISO/IEC 20000-1:2018 SMS.

Course Delivery
Classroom or Virtual Classroom

What’s included

  • ISO/IEC 20000 Practitioner classroom workbook containing all of the presentation materials, course notes, and sample exams.
  • Exam voucher
  • Free refresher course**

Prerequisites
At least one of the following certificates:

  • ISO/IEC 20000 Foundation certificate
  • ITIL Foundation certificate

About the Examination

  • The exam is open book with 4 complex multiple choice questions, 20 marks available per question
  • 40 marks required to pass (out of 80 available) – 50%
  • The exam lasts 3 hours.
  • The exam can be taken online.

Exam Body
APMG

** Terms & conditions applied.
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What our clients say

"A highly beneficial training with abundant real-life examples and sharing that I can directly apply in my organization."
Ang Hock Soon, IT Manager from B. Braun Medical Industries.
"A comprehensive and captivating course that simplified the entire content, making it easy to follow and understand."
Chen Chee Kin, Data Analyst from Ernst & Young.
"Awesome training! The trainer is highly knowledgeable and accommodating. The provided materials are well-summarized with all the essential information."
Bryan, Technical Support Engineer from a Global leading software company in Philippines.
"I truly enjoyed the training and gained a lot of knowledge! Many thanks for the wonderful experience."
Chester, IT Support Engineer, from a global healthcare company.

Concepts Covered

Introduction and background to ISO/IEC 20000 and certification
    • What is it and why do we need it?
    • Structure and uses of ISO/IEC 20000
    • Relationship with other frameworks and standards
    • APMG Certification scheme
    • Basic principles of the Service Management System
    • Scope
    • Clauses
      • Context of the organization
      • Leadership
      • Planning
      • Support of the service management system
      • Operation of the service management system
      • Performance evaluation
      • Improvement
    • ISO/IEC 20000 scope and applicability
    • Governance of processes operated by other parties
    • Scope
    • Relationship Diagrams
Types of audit and audit outcomes
    • Audit Types
    • Audit outcomes
    • Project activities to achieve conformity to ISO20000
    • Activities and roles for an audit
    • ISO/IEC 20000 and Technology
    • General management system
    • Specific to service management

Training Schedules

Showing 1 - 3 out of 3

Page 1 out of 1

Training Price Pax Enroll
ISO/IEC 20000 Practitioner
22-24 Jun 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM6,588.00
ISO/IEC 20000 Practitioner
21-23 Sep 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM6,588.00
ISO/IEC 20000 Practitioner
7-9 Dec 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM6,588.00
* Taxes are included in all prices.
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