About the course

Why should you take this training course?

Imagine that your organization has a tool that supports every step of service lifecycle, from ideation to planning, from delivery to improvement. Such a tool exists in the form of a service management system, based on an internationally recognized standard: ISO/IEC 20000-1.

ISO/IEC 20000 Introduction is a short training course which presents the basic concepts of service management and provides an overview of the ISO/IEC 20000-1 requirements for a service management system (SMS). In addition, this training course highlights the connection between ISO/IEC 20000-1 and other standards in the ISO/IEC 20000 series and provides an overview of the main activities associated with the certification of an SMS.

Training done in collaboration with

Course Outlines

Course Agenda

  • Training course objectives and structure
  • Standards and regulatory frameworks
  • Fundamental concepts and principles of service management
  • An overview of ISO/IEC 20000-1 requirements — Clauses 4 to 10
  • Preparation for the certification audit
  • Closing of the training course

Course Details

Duration: Up to 6 months

Starts: Upon Registration

Ends: After Completion

You'll be signed up to our PECB platform KATE where you will have access to all training procedures.

  • Training material containing over 100 pages of information and practical examples will be distributed.
  • A participation certificate of 7 CPD (Continuing Professional Development) credits will be issued.

Upon successful completion of this training course, the participants will be able to:

  • Understand the main concepts of a service management system (SMS) and its processes based on ISO/IEC 20000-1
  • Understand the basic elements of an SMS based on the requirements of ISO/IEC 20000-1

Frequently Asked Questions

What are the Prerequisites


Who should attend?

  • Managers and consultants wishing to get introduced to the ISO/IEC 20000-1 requirements for an SMS
  • Personnel involved in service planning and provision activities
  • Personnel responsible for maintaining and improving the service management capabilities
  • Individuals aspiring to pursue a career in service management

What is ISO/IEC 20000-1?

Published initially in 2005 and subsequently updated in 2011 and 2018, ISO/IEC 20000-1 is a Type A management system standard that sets out the minimum requirements for an organisation to establish, implement, maintain, and continually improve a service management system (SMS).

An SMS consists of policies, processes, resources, objectives, and documented information that are put together and are coordinated to achieve the objectives of the organisation. An effective SMS enables organisations to direct and control their service management activities, identify and mitigate risks related to their activities, and identify and realize opportunities that improve service provision.

The requirements of ISO/IEC 20000-1 are generic and applicable to organisations of all sizes, sectors, and complexities. According to ISO Survey 2020, there are more than 7,500 certificates issued to organizations worldwide. Contrary to the common misperception that this standard is only applicable to IT infrastructure, ISO/IEC 20000-1 can be used for various other services, including, finance, cloud, business process outsourcing, etc.


ISO/IEC 20000 Introduction – Self-Study


Introduction to IT Service Management Systems (ITSMS) based on ISO/IEC 20000

Self-Study Course: €250 + VAT