ITIL® 4 Managing Professional Transition Module (MPT) Training Courses Reduced To £1250 + VAT (£745 Saving). Learn more

ISO/IEC 20000 Practitioner Training Course

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


Our 3-day ISO/IEC 20000 (2018) Practitioner training course will give you a practical focus on developing the skills to understand and apply the ISO/IEC 20000 (2018) standard within your organisation, achieve compliance and certification.

The ISO/IEC 20000 (2018) Practitioner 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 Outline

The ISO/IEC 20000 Practitioner training course intended for anyone who wishes to be able to interpret and apply ISO/IEC 20000 (2018) to help develop the Service Management capability of an organisation, assess its readiness, and prepare it, for audit and certification.

Holders of the ISO/IEC 20000 Practitioner certificate are able to demonstrate their competence in ISO/IEC 20000 (2018) through their ability to:

  • Understand & Apply The Content Of The ISO/IEC 20000 (2018) Standard
  • Understand & Describe The Relationships Between ISO/IEC 20000 (2018) & Best Practices In Common Use In ITSM
  • Assist & Advise Organisations In Assessing Their Readiness For ISO/IEC 20000 (2018) Certification
  • Advise Organisation Of The Issues Concerning Applicability, Eligibility & Scoping
  • Produce A GAP Analysis & Improvement/Implementation Plan
  • Assist & Advise Organisations In Implementing A Continual Improvement Process
  • Prepare Organisations For A ISO/IEC 20000 (2018) Certification Audit
  • Help Organisations Achieve ISO/IEC 20000 (2018) Certification


The ISO/IEC 20000 (2018) Practitioner training course is delivered by expert tutors and will cover the interpretation and application of the ISO/IEC 20000 (2018) Standard.

  • Background To The ISO/IEC 20000 (2018) Standard & Certification Scheme
  • Principles Of IT Service Management (ITSM)
  • Achieving ISO/IEC 20000 (2018), Applicability, Eligibility & Scoping
  • ISO/IEC 20000 (2018) Overview: Terminology, Process & Objectives
  • ISO/IEC 20000 (2018) Part I (The Standard) In Detail
  • ISO/IEC 20000 (2018) Part 2, Part 3 (Applicability & Scoping) Exam Practice

About the Course

The ISO/IEC 20000 (2018) Practitioner training course is based on the approved, current syllabus, and meets the requirements for preparation for formal examination as an ISO/IEC 20000 Consultant/Practitioner. APMG are the examination body - their Terms and Conditions can be found at:

Who Should Attend

The ISO/IEC 20000 (2018) Practitioner training course in London is intended for anyone who would like to interpret and apply ISO/IEC 20000 (2018) to help develop Service Management capabilities within your organisation.

Materials Provided

  • Full Comprehensive ISO/IEC 20000 Practitioner Course Materials (PDF Files)
  • Highly Skilled & Knowledgeable Tutors
  • Refreshments

Organisational Benefits

If you successfully achieve the ISO/IEC 20000 (2018) Standard, your organisation will be able to:

  • Establish an on-going culture of continual improvement and learning within an organisation, providing a target to achieve and maintain. This leads to continual improvement in the quality of IT services provided and increased business and customer confidence in the service provider and their ability to deliver.
  • Ensure that organisations focus on the implementation of a set of integrated processes and solutions that are appropriate, suitable and effective in meeting the needs of the business processes, the customers and the users they serve.
  • Increase the rate of change and the productivity of staff and the use of their skills and expertise. This in turn leads to reduced long-term costs and a reduced risk of being unable to meet business objectives.
  • Enable organisations to adopt a structured approach to service management based on Best Practice guidance, allowing them to better understand their business and their needs, their roles and their processes. This leads to an improved reputation, relationships, inter-working and communication with their business and customer contacts.
  • Enable organisations to internally assess their processes and activities against international standards as a method of identifying and implementing improvements.
  • To be independently, externally audited for compliance using a scheme and standard that is internationally recognised and respected.

Individual Benefits

If you successfully achieve the ISO/IEC 20000 (2018) Standard, you will be able to:

  • Understand the relationship between ISO/IEC 20000 Standard and ITSM and use best practices in ITSM to apply appropriate methods within your organisation.
  • 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.
  • Recognise 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.


You are required to hold one of the following certifications to qualify to sit the ISO/IEC 20000 (2018) Practitioner examination:

  • The APMG ISO/IEC 20000 Foundation
  • ITIL Foundation

You must ensure that you provide proof of your required certification before the training course starts.If you fail to do this, you will NOT be able to sit the ISO/IEC 20000 (2018) Practitioner exam.


There is no pre-reading associated with our ISO/IEC 20000 Practitioner course at our London venue in the UK.

Exam Overview

You can only be awarded the ISO/IEC 20000 (2018) Practitioner Certificate if you have successfully taken an accredited training course and passed the relevant examination.

ISO/IEC 20000 (2018) Practitioner Examination:

The exam paper consists of 4 questions each worth 20 marks, giving a total of 80 marks. The pass mark is 40 (50%).

Exam Type

Classroom Exam

Professional Development Units - PDUs

There are no professional qualification credits attached to the ISO/IEC 20000 (2018) Practitioner training course.


ISO/IEC 20000 (2018)​ Practitioner Certification

Next Steps

Our three-day ITIL 4 Foundation training course will enable you to understand a new way to look at IT Service Management (ITSM) through a Service Value System (SVS).


Congratulations! If you earned the ISO/IEC 20000 (2018) Practitioner Certification, then at ISO/IEC 20000 Practitioner level - you will understand and be able to apply the content of ISO/IEC 20000 standard within your organisation.

ISO/IEC 20000 Practitioner Course Dates

Course Filter

DD/MM/YYY - e.g. 31/12/2015
Showing 1 to 2 of 2 Total Course Dates.
Course Date

ISO/IEC 20000 Practitioner

Virtual Classroom
Course Date

ISO/IEC 20000 Practitioner

Virtual Classroom
Scroll Table to View Content