ISO/IEC 20000 Introduction Course Overview

ISO/IEC 20000 Introduction Course Overview

The ISO/IEC 20000 Introduction course is designed to acquaint learners with the best practices of IT service management as defined by the ISO/IEC 20000 standard. Throughout the training, participants gain foundational knowledge of service management systems (SMS) and the importance of an IT service management system in the contemporary IT landscape. The course outlines the ISO/IEC 20000 family of standards, its development, and the advantages of implementing an SMS compliant with ISO/IEC 20000-1.

Participants learn about the essential components of a service, service management principles, and the relationship between ISO/IEC 20000-1 and the Information Technology Infrastructure Library (ITIL). The course delves into the specific requirements of the standard, covering clauses 4 to 10, which include context of the organization, leadership, planning, support, operation, performance evaluation, and improvement.

Preparing for the certification audit is a practical element of the course, ensuring learners are equipped to select a certification body and understand the audit process, including stages 1 and 2, audit follow-up, and the certification decision. By the end of the course, participants will have a clear understanding of ISO/IEC 20000 and how to pursue PECB certification, as well as awareness of other PECB training courses and certifications.

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700

  • Live Online Training (Duration : 8 Hours)
  • Per Participant
  • Guaranteed-to-Run (GTR)
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♱ Excluding VAT/GST

Classroom Training price is on request

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  • Live Online Training (Duration : 8 Hours)
  • Per Participant

♱ Excluding VAT/GST

Classroom Training price is on request

You can request classroom training in any city on any date by Requesting More Information

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Course Prerequisites

To ensure that you have the best chance of success in the ISO/IEC 20000 Introduction course provided by Koenig Solutions, here are the minimum required prerequisites:


  • Basic understanding of IT concepts and terminology, to follow the discussions regarding IT service management.
  • Familiarity with general business and management principles, which will help in understanding the context of ISO/IEC 20000 standards.
  • Awareness of the importance of service management to IT service providers, as the course will delve into how ISO/IEC 20000 can optimize service management practices.
  • An open mind and willingness to learn about international standards and how they can be applied to improve service management systems.

Please note that while prior knowledge of the ISO standards or service management frameworks such as ITIL can be beneficial, it is not a mandatory requirement for this introductory course. Our instructors will ensure that all participants, regardless of their background, will have a solid understanding of the course material by the end of the training.


Target Audience for ISO/IEC 20000 Introduction

The ISO/IEC 20000 Introduction course is aimed at professionals seeking to understand service management system standards and their implementation.


  • IT Managers
  • IT Consultants
  • IT Developers
  • Service Providers
  • Quality Assurance Managers
  • Compliance Managers
  • IT Support Staff
  • Process Practitioners
  • Project Managers
  • Professionals aiming to gain a comprehensive understanding of the main processes and requirements of ISO/IEC 20000-1 standard
  • Individuals seeking a career in IT service management
  • Team members involved in IT service management
  • Individuals interested in pursuing the PECB certification pathway


Learning Objectives - What you will Learn in this ISO/IEC 20000 Introduction?

  1. Introduction: Gain a foundational understanding of ISO/IEC 20000 standards and their application within IT service management to enhance and certify your service management system.

  2. Learning Objectives and Outcomes:

  • Understand the purpose and structure of the ISO/IEC 20000 family of standards.
  • Recognize the benefits of implementing ISO/IEC 20000-1 within an organization.
  • Learn the key terms, definitions, and principles of service management.
  • Explore the components of a service and the concept of a service management system.
  • Understand the relationship between ISO/IEC 20000-1 and ITIL and how they complement each other.
  • Examine the requirements of ISO/IEC 20000-1, including the context of the organization, leadership, and planning.
  • Identify the processes for establishing, implementing, maintaining, and continually improving a service management system.
  • Prepare for the certification audit by learning how to select a certification body and the stages of the audit process.
  • Understand the PECB certification scheme and the pathway to personal certification.
  • Discover additional PECB training courses and certifications to further develop competencies in service management.