This interactive workshop, leading to the ISO/IEC 20000 Practitioner examination is aimed at IT practitioners who assist organizations to achieve 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 analyze 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.


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


  • Students will be provided with a manual containing a copy of classroom visual aids, assignments, and a feedback form. 
  • Course materials required for the course and made available by the customer or ITpreneurs  partner:
  • Recommended additional student materials:
  • ISO/IEC 20000-1:2011 IT Service Management: Specification for Service Management
  • ISO/IEC 20000-2:2011 IT Service Management. Code of Practice for Service Management
  • The ISO/IEC 20000 exam is a 3-hour multiple choice exam with 4 questions. Each of the 4 questions is worth 20 marks, giving a maximum of 80 marks in the exam paper. The pass mark is 50% (40 marks). Within eachquestion the syllabus area to which the question refers is clearly stated. The exam may be taken with the support of the ISO/IEC 20000 Part 1 standard.

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