An Expert-Led Design Thinking & Business Innovation Program

ISO 20000 Implementation

Boost your IT service management capabilities with ISO 20000 Implementation training designed to strengthen ITSM certification, improve Service Management System performance, and align IT operations with globally recognized standards.

  • UK Licensed
  • Global Standards
  • Expert Instructor
  • 5 Day Training
  • Overview

Course Overview

This extensive training programme on ISO/IEC 20000 gives professionals a detailed knowledge of the principles of IT service management, with a particular emphasis on the design, implementation and improvement of a reliable Service Management System (SMS).

This course is mapped to the current good practices of the framework of ITSM and incorporates the ITIL and ISO 20000 to provide high-quality service delivery, operating efficiency, and ongoing service improvement.

The participants will acquire hands-on experience in IT service management, such as how to implement IT service processes, meet customer requirements and ensure adherence to international standards. This ISO 20000 training course is perfect for those professionals who are preparing to get certified with the ISO 20000, IT governance professionals, IT service management professionals, and those who want to grow their professional career as Lead Auditor and Lead Implementer in IT governance and service management.

  • Goals

Course Objectives

At the end of this training, participants will be able to:

  • Know the principles of ITSM certification and ISO 20000 requirements.
  • Institute a structured Service Management System (SMS)
  • Use principles of the IMS in practice in the IT environment.
  • Develop IT systems that comply with ITIL and ISO 20000 best practices
  • Be ready for ISO 20000 certification/audit preparation.
  • Become familiar with lead auditor training
  • Gain skills to become the ISO 20000 lead implementer
  • Deliver high-quality services with IT service management best practices.
  • Key Points

Who Should Attend?

This program is for:

  • IT Service Managers & IT Operations Professionals
  • Service Desk Managers & Support Teams.
  • Quality & Compliance Officers
  • IT Consultants & System Administrators.
  • Experts who are studying for their ITSM certification.
  • Anyone interested in learning about the ISO 20000 standard
  • Those who want to learn about the integration of ITIL and ISO 20000 are welcome.
  • ITIL Service Providers and ITIL Contracts professionals
  • Students taking IT governance training courses
  • Key Benefits

Key Benefits of the Course

  • Develop knowledge about the ISO 20000 certification requirements.
  • Comprehend the IT service management processes from end-to-end
  • Utilise structured ITSM practices to enhance service delivery
  • Understand how to implement a formal Service Management System.
  • Improve the governance by aligning the ITSM framework
  • Improve readiness for lead auditors' jobs.
  • Develop career competencies for ISO 20,000 lead implementer jobs
  • Enhance operational efficiency and service quality
  • Enhance professional growth through globally recognized certifications
  • Support long-term career development through structured corporate training
  • Outline

Course Outline

Day 1: Introduction to IT Service Management

  • Concepts of IT service management, service lifecycle management and ISO/IEC 20000 basics for structured IT governance and service delivery excellence.
  • Introduction to the structure, certification criteria and goals of ISO/IEC 20000 related to IT service management standards and world wide ITSM certification courses.
  • Role of ITSM framework in enterprise service delivery, ensuring efficiency, standardisation and improved performance across modern IT infrastructure environments operations.

Day 2: ISO 20000 Framework & SMS

  • Knowledge of a Service Management System (SMS) requirement to start controlled IT processes, governance and compliance with the implementation of ISO 20000.
  • Principles and structure of ISO 20000 training that includes service lifecycle concepts, process integration and IT service management best practices framework.
  • Enterprise-wide integration of ITIL/ISO 20000 (Service Governance, IT Service Lifecycle).

Day 3: Implementation of ITSM Processes

  • Identifying and developing processes within the organizations to enhance service delivery, operational efficiency and structured IT service management systems frameworks.
  • Practice for service design, transition and operation, ensuring complete ITIL-based lifecycle management and reliable IT service continuity for enterprise environment models.
  • Compliance with ITIL service offerings and agreements such as Incident, Problem and Change management to manage efficient IT operations services.

Day 4: Audit & Lead Roles

  • Introduction to the role and responsibilities of a lead auditor for audit preparation, audit performance and audit results for IT service management systems in an ISO 20000 environment.
  • Internal audit preparation and compliance assessment process, ensuring ISO 20000 requirements compliance by structured documentation and evaluation process implementation.
  • Knows the responsibilities of the ISO 20000 lead implementer professionals of service management systems, governance and the execution of the strategy of organizational IT alignment.

Day 5: Certification & Continuous Improvement

  • Preparation of organisations for ISO 20000 certification audits – readiness assessment, documentation review and validation of compliance with IT service management system requirements.
  • Regularly enhance the Service Management System based on KPIs, process optimisation, and IT service goals in the organisation.
  • Real-world situations that show how to implement ISO 20000, transform services and analyse outcomes of IT service delivery performance.
  • Terms

Training Methodology

This program includes:

  • Interactive lectures
  • Group discussions
  • Practical workshops
  • Case study-based learning
  • Process simulation exercises

The training courses were delivered as part of the professional training portfolio of Global Industries Intelligence.

  • Achievements

Certification

Successful attendees will be issued a recognised certification accrediting them in ITSM certification, implementing the ISO 20000 standard and for their professional development in IT service management.

  • Case Study

Case Study Example

A global IT services company had an unstructured Service Management System, causing them to have inconsistent service delivery, delayed resolution and poor SLA compliance across the entire global IT services company.

The ISO 20000 certification standards and the implementation of the ITIL and ISO 20000 best practices have resulted in better service consistency, quicker response times, and much higher customer satisfaction levels.

  • Why Choose

Why Choose This Program?

This program gives a clear and detailed roadmap for learning and practising IT service management in accordance with International standards. It helps clarify the gap between theory and practice of ITSM.

The course provides excellent knowledge of IT service management, governance models and enterprise service delivery models, perfect for those who wish to develop their careers for the long term.

  • Connect

Contact Us

Contact us today to register for future ISO 20000 training courses, ITSM certification courses or corporate training. Check out all of our training calendar and professional development courses for IT service management excellence.

We also offer career-oriented learning journeys in IT governance, infrastructure and enterprise service management, available on Global Industries Intelligence.

  • FAQs

Fequently Asked Questions

Why is ISO/IEC 20000 called IT service management?

ISO/IEC 20000 is an international standard that specifies the quality standards for effective IT service management systems.

ITSM certification validates the knowledge of IT service management (ITSM) principles, processes and frameworks for enhancing the delivery of IT services.

ITSM is a structured methodology for managing IT services using standardised processes, to maintain quality, effectiveness and continuous enhancement.

A Service Management System (SMS) is a structured set of policies, processes, and procedures used to manage and deliver IT services effectively.

ITIL provides best practices for IT service management, while ISO 20000 defines formal requirements for certifying an IT service management system.

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Course Schedule

Select your preferred date & venue

10 Feb -- 14 Feb

Rwanda

GBP 4595/Person

26 May -- 30 May

Saudi Arabia

GBP 4595/Person

18 Aug -- 22 Aug

Austria

GBP 4595/Person

30 Nov -- 4 Dec

South Africa

GBP 4595/Person

GBP 3595/Person

10 Feb -- 14 Feb

Rwanda

GBP 3595/Person

26 May -- 30 May

Saudi Arabia

GBP 3595/Person

18 Aug -- 22 Aug

Austria

GBP 3595/Person

30 Nov -- 4 Dec

South Africa

GBP 3595/Person

Duration

5 Days

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