IT Service Management

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IT Service Management


As service delivery environments continue to evolve, service providers are looking for ways to respond better to increasing demands and deliver value for customers, users and their organization. That’s where ISO/IEC 20000 can help. ISO/IEC 20000-1 is the internationally recognized standard for a service management system (SMS). It helps you to embed a service lifecycle strategy into your organization – providing best practice guidance on how to manage your portfolio of services so they remain current and add value. The new version of ISO/IEC 20000 can be used with new and established frameworks such as ITIL, Agile and DevOps.


  • Be able to perform a detailed gap analysis and project plan
  • Know what each clause requires for effective implementation
  • Develop the management skills to be able to effectively lead the implementation of an effective ISO 20000-1 management system within your organization
  • Benchmark and improvement

Who this course applies to:

  • Managers or consultants involved in the implementation of a Service Management System (SMS) in an organization
  • Project managers or consultants wishing to master the Service Management System implementation process
  • Individuals responsible for maintaining conformity to the requirements of the ISO/IEC 20000-1 standard
  • Expert advisors seeking to master the implementation of a Service Management System
  • Members of the SMS implementation team

Learning Objectives

  • Master the concepts, approaches, methods and techniques used for the implementation and effective management of an SMS
  • Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory frameworks
  • Learn how to interpret the ISO/IEC 20000-1 requirements in the specific context of an organization
  • Learn how to support an organization in effectively planning, implementing, managing, monitoring and maintaining an SMS
  • Acquire the expertise to advise an organization in implementing Service Management System best practices

Structure of training

Day 1: Introduction to ISO/IEC 20000 series and the initiation of an SMS

  • Domain 1: Fundamental principles and concepts of a service management system
  • Domain 2: Service management system requirements

Day 2: Implementation plan of an SMS

  • Domain 3: Planning of an SMS implementation based on ISO/IEC 20000-1

Day 3: Implementation of an SMS

  • Domain 4: Implementation of an SMS based on ISO/IEC 20000-1

Day 4: SMS monitoring, continual improvement, and preparation for the certification audit

  • Domain 5: Monitoring and measurement of an SMS based on ISO/IEC 20000-1
  • Domain 6: Continual improvement of an SMS based on ISO/IEC 20000-1
  • Domain 7: Preparation for an SMS certification audit

Day 5: Certification Exam

Additional Information
For more information and pricing please reach out to us here or at through our contacts page.


Aug 15 - 18 2022

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