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ISO/IEC 20000 Practitioner

The ISO/IEC 20000 Practitioner Will Take Your IT Service Management (ITSM) Skills To The Next Level


Our three-day ISO/IEC 20000 Practitioner training course covers the interpretation and application of the ISO/IEC 20000 standard and will enable you to develop the service management capability of your organisation and assess its readiness for certification.

Our ISO/IEC 20000 Practitioner training course is perfect for practitioners who need to understand the requirements of the standard and be able to demonstrate professional competence in order to perform consultancy assignments.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£1195Excl. VAT

Course Syllabus

Our ISO/IEC 20000 Practitioner training course will teach you the requirements of ISO 20000 and how it can be applied to IT service management in your organisation:

Day 1:

  • Principles of ITSM
  • Background to ISO Certification Scheme
  • ISO/IEC 20000-1:2011

Day 2:

  • ISO/IEC 20000-1:2011 continued
  • Applicability and Definition of Scope
  • Group Assignments & Exercises
  • ISO/IEC 20000-2 2012
  • The use and application of ISO/IEC 20000

Day 3:

  • Feedback, Review, Revision
  • ISO/IEC 20000-2 2012 continued
  • Implementation of ISO 20000
  • Summary, evaluation
  • Examination (the day finishes around 17:30)

Learning Outcomes

Achieving the internationally recognised ISO 20000 certification will clearly demonstrate to your customers, partners and suppliers that you deliver a best practice approach to IT service management (ITSM).

Who Should Attend

Our ISO/IEC 20000 Practitioner training course is suitable for IT professionals working within an organisation that wish to implement ISO 20000, and who need to be informed about and contribute to an ongoing service improvement programme:

  • Systems/ Network engineer
  • Head of IT
  • IT Manager
  • IT Support
  • Service Desk
  • Service Delivery Manager

What's Included

Our ISO/IEC 20000 Practitioner training course includes the following:

  • Full course documentation and materials
  • ISO/IEC 20000 Practitioner examination

Entry-Level Requirements

It is mandatory that all delegates must hold either the ITIL® 4 Foundation certificate or the ISO/IEC 20000 Foundation certificate to qualify to sit the ISO/IEC 20000 Practitioner examination.

Recommended Reading

It is recommended that you read the following books which are included in the course price:

  • ISO/IEC 20000 - A Pocket Guide, Second Edition
  • Implementing Service Quality Based On ISO/IEC 20000, 3rd Edition

Exam Information

You can only be awarded the ISO/IEC 20000 Practitioner certificate if you have successfully taken an accredited training course and passed the relevant examination.

ISO/IEC 20000 Practitioner Examination:

The ISO/IEC 20000 Practitioner exam is a three-hour multiple-choice online exam. It is an open book exam and Part 1 (only) of the ISO 20000 standard is used as a reference during the exam. You need to achieve a minimum of 50% to pass.

Exam Type

Proctored Exam


APMG ISO/IEC 20000 Practitioner Certificate

What's Next

Our three-day ITIL® 4 Foundation training course is the starting point in your ITIL® 4 certification journey and is the prerequisite for the ITIL® 4 Managing Professional (MP) and ITIL® 4 Strategic Leader (SL) training courses.

Our ITIL® 4 Foundation training course is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organisation embrace the new service management culture.

Additional Information

At ISO/IEC 20000 Practitioner level - you will understand and be able to apply the content of ISO/IEC 20000 standard within your organisation.

Frequently Asked Questions

Our ISO/IEC 20000 Practitioner training course is delivered over three days.

ISO/IEC 20000 Practitioner Course Dates

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ISO/IEC 20000 Practitioner

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