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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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Koenig Solutions is awarded with the prestigious Titanium Partner Award at the PECB Gala Awards Ceremony 2023 held in Paris.

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.

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