Course Description:

This interactive workshop, leading to the ISO/IEC 20000 Practitioners examination is aimed at practicing IT practitioners who assist organizations to prepare for or retain 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 analyse and apply their knowledge to a range of activities that would support organizations in achieving and retaining ISO/IEC 20000 certification.

The course covers the interpretation and application of the ISO/IEC 20000 standard and enables practitioners to develop the Service Management capability of an organization and assess its readiness for certification within the ISO/IEC 20000 certification scheme.

Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the APMG ISO/IEC 20000 Auditor course. An exam will be conducted at the end of the training.


Participants attending the course are required to have a fundamental knowledge of IT service management principles and processes. The basic ITSM knowledge required is exemplified by either an ITIL® Service Management Foundation certificate or an approved ISO/IEC 20000 Foundation certificate, possession of one of which is mandatory for attending this course.

Learning Objectives:

Candidates should understand and be able to analyse and apply the content of ISO/IEC 20000 within currently certified organizations, or organizations wishing to implement an SMS in preparation for initial certification.At the end of the course, participants will be able to:

  • Understand the purpose, use and application of Parts 1, 2 and 3 of the standard.
  • Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification.
  • Understand, explain and advise on issues regarding applicability, eligibility and scoping.
  • Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards.
  • Explain and apply the requirements of Part 1.
  • Advise and assist in ISO/IEC 200000 certification readiness assessments.
  • Produce a gap analysis supported by an improvement and implementation plan.
  • Understand, create and apply a service management plan.
  • Assist and advise organizations on the implementation of continual improvement processes.
  • Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme.

Course Agenda:

Day 1
09:00 Registration
09:30 Introduction
10:00 Overview of ISO/IEC 20000
10:45 Break
11:00 Overall Management Requirements
12:30 Lunch
13:30 Group Assignment 1
14:00 Service Delivery Processes
15:00 Break
15:15 Service Delivery Processes
16:30 Multiple-Choice Sample Paper 1
17:00 Review Paper 1
17:30 Close Homework – Multiple-Choice Sample Paper 2

Day 2

09:00 Review Paper 2
09:30 Relationship Processes
10:45 Break
11:00 Resolution Processes
11:45 Control Processes – Configuration Management
12:30 Lunch
13:30 Control Processes – Change Management
14:15 Release Process
15:00 Break
15:15 Planning and implementation
17:30 CloseHomework – Multiple-Choice Sample Paper 2

Day 3

09:00 Review Paper 2
09:45 Scoping and Eligibility: Group Assignment 2
10:45 Break
11:15 Mock Examination (Written)
12:15 Lunch
13:15 Mock Examination Review
13:45 Course Summary and Evaluation
14:00 Break
14:15 -17.15 Examination
17:15 Close



Medellín – Colombia

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Karen Pacheco Valderrama
Celular: 3113644660 Email: