About ISO/IEC 20000 Practitioner

Take your IT Service Management skills to the next level’
Achieving the internationally recognized ISO 20000 certification will clearly demonstrate to your customers, partners and suppliers that you deliver a best practice approach to IT service management (ITSM).

Who can take this training?

This Practitioner course has a wider scope than the ISO 20000 Auditor training course and is aimed at service management practitioners and ITSM consultants who wish to assist organizations in preparing for audit and certification.


It is mandatory that all delegates must hold either the ITIL Foundation Certificate or the ISO 20000 Foundation Certificate to qualify to sit the Practitioner examination and attend the training course.

Course Outline

Day 1:

Principles of ITSM

Background to ISO Certification Scheme

ISO/IEC 20000-1:2011


Day 2:

ISO/IEC 20000-1:2011 continued

Applicability and Definition of Scope

Group Assignments & Exercises

ISO/IEC 20000-2 2012

The use and application of ISO/IEC 20000


Day 3:

Feedback, Review, Revision

ISO/IEC 20000-2 2012 continued

Implementation of ISO 20000

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