ISO/IEC 20000 Practitioner
The ISO/IEC 20000® Qualification - Practitioner certification
  • About
  • Overview
  • Objective
  • Outline
atoisoISO/IEC 20000 is the international standard 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.

This advanced-level certification is for IT practitioners who will prepare an organization for ISO/IEC 20000 certification.

The purpose of the Practitioner qualification is to ensure that the candidate has sufficient understanding of ISO/IEC 20000 and its application to be able to apply their knowledge to a range of activities that support organizations in achieving and retaining the certification.
• Understand the requirements of ISO/IEC 20000
• Advise an enterprise on the best practices for management of an ITSMS
• Compliance with requirements of various stakeholders
• Manage the accreditation process
This course provides delegates with a further understanding of ISO/IEC 20000, the International Standard for IT Service Management. This accredited course also prepares delegates for the industry-recognised APMG ISO 20000 Practitioner Certificate.
• Assess current ITSMS and identify gaps to meet ISO/IEC 20000 requirements
• Approaches, concepts, methods, standards and techniques to implement an ITSMS
• Comprehend the inter-relationship between ITIL and ISO/IEC 20000
• Plan, implement and Manage a team to implement and run ISO/IEC 20000
ISO/IEC 20000 consists of several parts:
  • ISO/IEC 20000-1:2011 (Part 1) : formal specification - defines requirements for a service management system
  • ISO/IEC 20000-2:2012 (Part 2) : Provides guidance on the application of service management systems
  • ISO/IEC TR 20000-3 (Part 3) : contains guidance on scope definition and applicability of Part 1

ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL.

  • Target Group
  • Prerequisites
  • Deliverables
  • Certification exam

The course is aimed at experienced IT Service Management practitioners whose roles and responsibilities include preparing internal and/or external organisations for the adoption of ISO 20000. Practitioner level courses are relevant to those who are involved in implementation of the standard. Typical roles include:

  • IT Service managemnet consultants
  • ISO/IEC 20000 implementation consultants
  • ITSM implementation project manager
  • IT service managers
  • Team members involved in ISO/IEC 20000 implementation process

Candidates wishing to be trained and examined for this qualification must already hold the ISO 20000 Foundation or the ITIL Foundation Certificate which must be presented as documentary evidence to gain admission. It is recommended that candidates:

  • Can demonstrate familiarity with IT terminology
  • Understand basics of IT management
  • Have experience of working in a service management capacity within a service provider environment, with responsibility for at least one of the management disciplines

The classroom training is delivered in varying formats and training includes lecture and interactive sessions where the instructor covers each knowledge area and follows it up through a discussion session and hands-on exercises to reinforce the knowledge imparted. Accredited courseware will be provided as classroom handouts (hard copy) which include:

  • Presentation material
  • Homework and assignments
  • Summary course notes
  • Sample practice tests
  • Assessment exams

The course is assignment based, with practical coursework and is based upon the ISO/IEC 20000-1:2011 (Part 1) specification document and prepares delegates for the ISO/IEC 20000 Practitioner certificate examination.

Exam : Open book (ISO/IEC 20000-1:2011 Part 1), supervised ; online / paper
Questions : 4
Time : 180 minutes
Type : Complex Multiple Choice
Pass Score : 40/80 or 50%
  • The training helped us understand the concepts by interlinking real life scenarios making them easy to remember
    Aparna Samala IT Manager at CA Technologies
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High Quality Training
All our training programs are delivered by senior trainers with real-world consulting experience. Deliverables include hard-copy accredited course-ware and the official certification exam.
On-Site / Public Schedule
Training can be delivered on-site at a location of your choice - exclusively for your organization. Please contact us with your specific requirements.