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Course Description: If you want to deliver excellent service to your customer then this course is for you. Every organization wants to add value to customers.  ISO/IEC 20000:2018-1 makes it easy by providing a baseline of what exactly needs to do. It specifies the requirements for an SMS, including how to plan, design, transition, delivers, and improve services so they deliver value for you and your customers.

By attending this course you’ll learn about the ISO/IEC 20000:2018-1 requirements and how to interpret and apply the key concepts and principles of the standard to existing processes or build a process within your organization.

Course Objective:

−key information and concepts for IT service management based on ISO/IEC 20000-1:2018.

−builds the fundamental skills and knowledge enabling one to participate in organizational teams working within service management.

−emphasis is on the service management system and service management processes, specifically, the core concepts and

−basic terminology of IT service management based on ISO/IEC 20000-1:2018.

−provide an overall understanding of ITSM service management and ISO/IEC 20000:2018 standard, framework, requirements for anyone involved in defining, planning, auditing, implementing, or managing a service management system (SMS).

Target Audience:

  • IT/Technology Professionals
  • IT managers
  • IT Operation People
  • CIO
  • Senior Leaders of IT
  • IT Consultant
  • Service Designers
  • IT architect
  • Service Desk Professionals
  • Service Desk Manager


No formal prerequisites, however understanding on service management, ITIL, management system is helpful

Certification Content