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ISO/IEC 20000 Practitioner

Experienced IT Service Management practitioners whose roles and responsibilities include preparing internal and/or external organisations for the adoption of ISO20000.

Learning Objectives

Successful delegates will be able to:
  • Understand the ISO20000 Standard and associated itSMF Certification process
  • Provide guidance on assessing an organisation's readiness for ISO20000
  • Help prepare organisations for ISO20000 Certification

The course will also cover essential skills necessary for those interested in obtaining the itSMF ISO20000 Consultant Certificate


Delegates should have at least 5 years' relevant IT experience and at least 5 years' Service Management experience.

Delegates must hold the ITIL Foundation Certificate in IT Service Management.

Course Content

  • Overview of the ISO20000
  • Coordination and integration processes
  • Service delivery processes
  • Resolution, control and release processes
  • Relationship processes
  • Candidate assessment - preparation and exam

    Exams & Certification

    The Practitioner Examination can be taken on the final day of the course.

    There are two one hour examinations - one multiple choice and one written. An overall score for both exams of 33/50 is required to pass.

    One Month
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    More than Three Months
    PRINCE2 Foundation & Practitioner
    MSP Foundation & Practitioner
    APMP Certificate
    ITIL Foundation
    Scrum in One Day
    Certified ScrumMaster
    ISTQB Software Test Foundation
    Microsoft Project
    BCS Business Analysis Practice
    Other - Please Specify Below

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