ISO/IEC 20000 Training

Enhance your organisation's IT service quality and drive customer satisfaction.

ISO/IEC 20000, commonly referred to as ISO 20000, is the International Standard for establishing and operating an Information Technology Service Management System (SMS). The standard is developed and maintained by the International Organization for Standardization (ISO) together with the International Electrotechnical Commission (IEC).

ISO/IEC 20000 enables IT departments to ensure that their ITSM processes are aligned with the business’s needs as well as international best practices. This standard helps organisations benchmark how they deliver managed services, measure service levels and assess their performance.

The APMG ISO/IEC 20000 qualification for individuals certifies your ability to:

  • Understand the relationship between the ISO/IEC 20000 standard and IT Service Management and use best practices in IT Service Management to apply appropriate methods within an organization.
  • Understand, identify and explain the potential issues regarding applicability, eligibility and scoping to assist in certification readiness assessment and certification audits as well as advising on the implementation of continual improvement processes.
  • Produce a gap analysis supported by an improvement and implementation plan.
  • Describe the scope, aims and use of the ISO/IEC 20000 specification and code of practice, through an understanding of the roles of the component parts of the standard.
  • Recognize the need to plan and implement ITSM processes, report on the IT services and major metrics of the ITSM processes, schedule and conduct regular reviews, assessments and audits and plan for continual service improvement.