ISO/IEC 20000 Practitioner Training Course

Take Your IT Service Management Skills To The Next Level


The ISO/IEC 20000 Practitioner Qualification, awarded by APMG will give you the expertise to lead your organisation to ISO 20000 Certification.

Our 3-day ISO/IEC 20000 Practitioner training course provides a practical focus to develop the skills and techniques to help you understand and apply the ISO/IEC 20000 standard within your organisation.

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
£945Excl. VAT

Course Outline

What Will You Learn?

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)


Our ISO/IEC 20000 Practitioner training course is delivered by expert tutors and will cover the interpretation and application of the ISO/IEC 20000 Standard. Our traditional classroom-based has a highly practical focus which will enable you to be immediately effective in any ISO/IEC 20000 Project.

About the Course

Our ISO/IEC 20000 Practitioner training course will enable you to understand how your organisation can achieve the ISO20000 standard.

Who Should Attend

Our ISO/IEC 20000 Practitioner training course is intended for anyone who would like to interpret and apply ISO/IEC 20000 to help develop Service Management capabilities within your organisation.

Materials Provided

  • Full Comprehensive Course Materials (PDF Files)
  • Implementing ISO/IEC 20000 Certification - The Roadmap
  • 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.


Please Note: You must have hold the ISO 20000 Foundation Certificate or the ITIL Foundation Certificate.

You must ensure that you bring photocopy of your required Certificate with you on the first day of our training programme, if you fail to do so you will NOT be able to sit the examination.


There is no pre-reading associated with our ISO/IEC 20000 Practitioner Certification.

Exam Overview

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:

  • Open Book - Multiple-Choice Questions
  • The Examination Duration Is 3 hours
  • The Pass Mark Is 50%

This 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. Candidates need to achieve a minimum of 50% to pass.


The exam is an online exam. You will need to bring a ‘pop-up enabled’ laptop/tablet to the venue. Full details on how to access the exam will be provided by email 1–2 days before sitting the exam.

Exam Type

Proctored Exam

Professional Development Units - PDUs

There is no Professional Qualification Credits associated with our ISO/IEC 20000 Practitioner training course.


ISO/IEC 20000 Practitioner Certificate

Next Steps

Turn your IT Service Management theory into Best Practice with our 3-day ITIL® Practitioner training course.


If you are successful in passing the examination, you will be awarded the ISO/IEC 20000 Practitioner Certificate. The ISO/IEC 20000 Practitioner qualification is extremely beneficial to you because of the rapidly growing number of organisations that recommend that employees become certified.

ISO/IEC 20000 Practitioner Course Dates

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