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Consult our trainings :

ISO 20000, Practitioner, certification Training

Hands-on course
points PDU
Duration : 3 days
Ref : FOS
Price  2019 : Contact us
  • Program
  • Participants / Prerequisite
  • Intra/Tailored

At the end of this course you will be able to understand the purpose, use and application of ISO / IEC 20000. You will also be able to assist, advise and provide suggestions as to the applicability , eligibility and defining the scope of ISO / IEC 20000 certification.


This course prepares for the exam for certification "ISO / IEC 20000 Practitioner". The exam consists of multiple-choice questions (open book) of 4 questions (20 points each) based on case studies. The duration is 3 hours. The candidate is certified if it gets at least 2 correct answers.

Introduction and discovery of ISO / IEC 20000

  • The principles and the basic elements of the ISO / IEC 20000.
  • Key concepts: service, process, quality, ...
  • The management of IT services. Aligning Business / IT.
  • The ISO / IEC 20000 and quality.
  • Risks implementation.
  • Relations with other standards / norms (COBIT®, ISO 9000, etc.).
  • The ITIL® v3 standard and ISO / IEC 20000 standard.
  • The APMG ISO / IEC 20000 certification.

Réflexion collective
Group discussion about "Service Management" strategy.

ISO / IEC 20000, scope and use

  • ISO / IEC 20000 Scope and structure - Part 1.
  • ISO / IEC 20000 Scope and structure - Part 2.
  • Main differences between ISO / IEC 20000 Part 1 and ISO / IEC 20000 Part 2.

Define the scope of ISO 20000 in concrete cases.

ISO / IEC 20000, implementation

  • Eligibility.
  • The perimeters of the standard.
  • The requirement to cover all processes.
  • Integration with another system.

Analysis of the eligibility of an organization.

Building a compliance plan

  • Approach development for compliance with the standard.
  • What to do in case of non-compliance ?

Search nonconformities in exemplary process.

The Service Management System (SMS)

  • Services Management System definition.
  • Requirements for the service provider.
  • Service design.
  • Service Transition.
  • The provision of services.
  • Improving services.

Case study
Development of an SLA: negotiation of service agreements related organization, management and reporting. Architecture and configuration management. Management change.

Review, exam preparation and certification

  • Review session and realization of a mock exam.
  • Fixed the mock exam.
  • Exam preparation.

Hands-on work
Certification exam.

Participants / Prerequisite

» Participants

Professionals, managers and consultants with key roles in the realization and / or the operational management of service based on ISO / IEC 20000.

» Prerequisite

Knowledge of principles and processes of IT Service Management. Be certified ITIL® v3 Foundation or ISO / IEC 20000 Foundation.

Contact Informations

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Time schedule

Generally, courses take place from 9:00 to 12:30 and from 14:00 to 17:30.
However, on the first day attendees are welcomed from 8:45, and there is a presentation of the session between 9:15 and 9:30.
The course itself begins at 9:30. For the 4- or 5-day hands-on courses, the sessions finish at 15:30 on the last day
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