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:
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.
Participants of this seminar need the ISO/IEC 20000 Foundation
ISO/IEC 20000 Practitioner Zertifikat, awarded by APMG
ISO/IEC 20000 Practitioner folder including:
Book: Praxishandbuch für Service Management und IT-Governance (only in German courses)
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.
An internal seminar is possible, from at least six persons.
Can be done with the following simulation programms:
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.
Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:
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: