ISO/IEC 20000 Awareness Training Course

Provides A Basic Overview Of The ISO/IEC 20000 Standard


Our 1-day ISO/IEC 20000 Awareness training course is aimed at professionals at all levels within your organisation who would like an overview of the elements of the ISO/IEC 20000 Standard.

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 Not Included
1 Day
£185Excl. VAT

Course Outline

Our ISO/IEC 20000 Awareness training course covers:

  • Recap of IT Service Management and ITIL®
  • ISO/IEC 20000 standard and certification process
  • Introduction and background
  • The certification scheme
  • Use and application of the standard (Part 1 & Part 2)
  • Assessments and audits
  • Role of toolsets
  • Eligibility and scoping
  • Benefits of achieving ISO/IEC 20000

Co-ordination and Integration Processes

  • Requirements for a Management System
  • Planning and implementing Service Management
  • Planning and implementing new and changed services

Overview of Service Delivery Processes

  • Service Level Management
  • Capacity Management
  • Service Continuity and Availability Management
  • Budgeting and Accounting for IT Services
  • Service Reporting
  • Information Security Management

Overview of Resolution, Control and Release Processes (Service Support)

  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management

Overview of Relationship Processes

  • Business Relationship Management
  • Supplier Management


You will learn the following on our on-site training course:

  • To provide an understanding of the ISO/IEC 20000 Standard and associated itSMF certification process
  • To provide a basic overview of the ISO/IEC 20000 Standard
  • To ensure an understanding of ISO/IEC 20000 Certification Processes
  • To review the benefits of achieving ISO/IEC 20000

About the Course

Our ISO/IEC 20000 Awareness training course can be delivered on-site to your organisation and will provide the basis for further exploration of the ISO/IEC 20000 Standard.

Who Should Attend

This course is aimed at people at all levels within the organisation who wish to attain an overview of the elements of the ISO/IEC 20000 Standard, and the certification processes. You should have at least a basic understanding of the principles of IT Service Management, and a basic understanding of the IT Infrastructure Library.

Materials Provided

  • Full Comprehensive Course Materials
  • Highly Skilled and Knowledgeable Tutors
  • Refreshments

Organisational Benefits

If you successfully achieve the ISO/IEC 20000 Standard, you 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 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.


There are no prerequisites associated with our ISO/IEC 20000 Awareness training course.


There is no prereading associated with our ISO/IEC 20000 Awareness training course.

Exam Overview

Our ISO/IEC 20000 Awareness course does not have an examination or include an examination in the cost of the training course.

Exam Type

No Exam

Professional Development Units - PDUs

There is no Professional Qualification Credits associated with our ISO/IEC 20000 Awareness private course.


Our ISO/IEC 20000 Awareness training course does not have an examination.

Next Steps

If this course has caught your attention and you want to go on to a greater level of detail, there are several courses that you may wish to consider:


Our ISO/IEC 20000 Awareness course is an excellent introduction into the role of corporate governance, specifically for IT Service Management

ISO/IEC 20000 Awareness Course Dates

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