Glenfis Trainings on

ISO/IEC 20000 Practitioner  [P-I20P3]


Course topic

As an international standard for IT service management, ISO/IEC 20000 lays out an integrated set of management processes that are important for businesses and their customers for effective service delivery.

ISO/IEC 20000, which is aligned with and complements the process approach defined in ITIL®, comprises a range of components:

  • ISO/IEC 20000-1:2018 (part 1) contains the formal specification of the standard and lays out the requirements for a service management system.
  • ISO/IEC 20000-2:2019 (part 2) provides guidelines for the implementation of service management systems and includes best practices for service management processes within ISO/IEC 20000-1.
  • ISO/IEC TR 20000-3 (part 3) contains guidelines on the definition of scope and the applicability of part 1.

As a practitioner, you must identify and explain potential issues in terms of applicability, suitability and requirements. This enables you to participate in suitability evaluations and certification audits and to assist in the deployment of a continuous improvement process.

You will recognise the need to plan and implement IT service management processes and will compile reports on IT services and the key performance indicators of IT service management processes.You will plan and organise regular inspections, assessments and audits, and develop plans for continuous service improvement.

Training Objectives

  • Understand and apply ISO/IEC 20000
  • Understand and describe the relationships between ISO/IEC 20000 and best practices
  • Assist and advise organizations in assessing their readiness for ISO/IEC 20000-1 certification
  • Advise organizations of the issues concerning applicability and scope
  • Produce a gap analysis and improvement / implementation plan
  • Assist and advise organizations in implementing a continual improvement process
  • Prepare organizations for ISO/IEC 20000-1 certification
  • Help organizations to achieve ISO/IEC 20000-1 certification

Training Preconditions

Participants of this seminar need the ISO/IEC 20000 Foundation

Target group

  • IT managers
  • ISO2000 project managers
  • ISO2000 project employees
  • IT quality managers
  • IT consultants
  • External and internal IT controllers/auditors


ISO/IEC 20000 Practitioner Zertifikat, awarded by APMG


ISO/IEC 20000 Practitioner folder including:

  • Student Workbook
  • Sample exams
  • ITSM & CMDB overview poster

Book: Praxishandbuch für Service Management und IT-Governance (only in German courses)

Please note:

The official ISO standards

“ISO/IEC 20000-1:2018 IT Service Management - Part 1: Specification" and

“ISO/IEC 20000-2:2019 IT Service Management - Part 2: Code of practice"

cannot be handed out due to copyright reasons. The documents will be made available during the course. Nevertheless we recommend that you buy these documents in advance and use them to prepare for the course.



Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.

Queries about this seminar or a request for proposal for an in-house seminar:

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