ISO/IEC 20000

ISO/IEC 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.

ISO/IEC 20000 options are available for both individuals and organizations via APMG:

For individuals

• ISO/IEC 20000 certifies an individual as an IT Service Management professional - able to enhance an organization using the ISO/IEC 20000 standard.

• ISO/IEC 20000 training courses are delivered by APMG accredited training providers - self-study is also available.

• APMG accredits training providers wishing to deliver ISO/IEC 20000 training courses and exams.

For organizations

• ISO/IEC 20000 certification confirms an organization has an advanced IT Service Management approach - in accordance with a globally recognized standard.

• ISO/IEC 20000 certification is performed by APMG appointed Registered Certification Bodies (RCBs)

• Organizations can apply to become APMG appointed ISO/IEC 20000 Registered Certification Bodies (RCBs)

Who is Foundation for?

Staff working within a service provider organization that requires a basic understanding of the standard. It is equally relevant for those working within service providers who are already certified to ISO/IEC 20000 or those considering its implementation.

What are the key things you will learn?

• The fundamental requirements for an SMS and the need for continual improvement.

• The processes, their objectives and high level requirements.

• Applicability and scope definition requirement.

• The purpose of internal and external audits, their operation and the associated terminology.

• The relationship with best practices, ITIL®  , and related standards, ISO 9001 and ISO/IEC 27001.

What is required?

At least one of the following certificates:

• ISO/IEC 20000 Foundation certificate.

• ITIL Foundation certificate.

Who is Practitioner for?

Practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.

What are the key things you will learn?

• How to assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification.

• How to explain and advise on issues regarding applicability and scope definition.

• Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the on-going demonstration of conformity to ISO/IEC 20000-1.

• How to produce and assess a gap analysis supported by an improvement and implementation plan.

• Understand, create, apply and evaluate a service management plan including the service management policy and objectives.

• Understand, create, apply and evaluate processes, procedures, process specific  plans and  process specific policies required by ISO/IEC 20000-1.

• Assist, advise and assess organizations on the implementation of continual improvement processes.