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.