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ISO 20000 Certification Course

ISO 20000 Certification

Understand the ISO 20000 standard and get the foundation certification

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ISO 20000 Certification Course Highlights

Lead the ITSM Improvement

16 Hours of Live, Instructor-Led Sessions

Coaching by Experienced ITSM Professionals

Balanced Mix of Classroom and Practical Sessions

Hands-on Learning with Group Exercises

Downloadable Comprehensive Courseware

Master Concepts through Case Studies and Activities

The adoption of ISO 20000, the globally accepted standard for defining ITSM systems, enables organizations to control risks and achieve business benefits. There is a high demand for professionals capable of implementing the ISO 20000. The processes allow for greater efficiency, continual improvement and help providers deliver quality services to customers.

KnowledgeHut helps you prepare for the ISO 20000 Foundation certification provided by PeopleCert® where candidates will be introduced to the principles and core elements of the ISO/IEC 20000 standard for IT Service Management. With comprehensive courseware, in-depth exercises, and training from experienced professionals, participants can aim for passing the examination and applying the ISO 20000 standard for organizational excellence.

The ISO20000 certification is offered by PeopleCert. KnowledgeHut is an ATO of PeopleCert.

Why KnowledgeHut For ISO 20000 Certification

Get The KnowledgeHut Advantage

Learn from Industry Experts

Interact with experienced instructors who are also industry experts. Listen, learn, explore, and apply!

Updated Curriculum

Acquire the skills and understand all concepts easily with the latest ITSM practices.

Hands-On Training

Learn with the help of theory-backed practical case studies, hands-on exercises, and practice.

Continual Learning Support

Monthly webinars, e-books, tutorials, interview questions and more to strengthen your learning.

Learn Advanced Concepts

Learn concepts from scratch and develop your understanding of advanced concepts in ITSM.

Career Support

Get career guidance to overcome challenges and embark on a career as an ITSM professional.

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ISO 20000 Certification Course COURSE REVIEW

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Highly impressed

I am impressed with the overall training delivery experience from KnowledgeHut UpGrad. I received instructions/reminders/post-session correspondences well before time, beyond my expectations. Pricing is fair and further referral bonus too one can have for another course.

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This is my second time with upGradKnowledgeHut and its been a good experience.  From the registration process to the after-training support material available on the portal for reference adds much value to show the support and  commitment they drive towards their students

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Experienced trainers

I had attended the training and it was very good. Trainer is well experienced and he knows how to engage the teams and I loved the course details

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A very good and guided platform to do certifications and knowledge gain. The team has been working very nicely to provide best possible support in order to enhance someone's knowledge and career growth.

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Prerequisites for ISO 20000 Certification Course

Prerequisites and Eligibility
Prerequisites and Eligibility

ISO 20000 Certification Course Curriculum

Curriculum

1. Introduction

Topics:

  • Recognize industry standards/best practices in Service Management and Quality management systems, such as: ITIL®, Six Sigma, COBIT, ISO/IEC 9000, ISO/IEC 27001
  • Differences and relationships between ITIL® and ISO/IEC 20000

2. Service Management Systems

Topics:

  • Management’s responsibilities
  • Governance
  • Documentation Management
  • Resource Management
  • Establish and improve SMS: requirements, planning, implementing, monitoring, maintaining.

3. Information Security Management

Topics:

  • Introduction to Information Security Management
  • Security policy requirements
  • Importance of security’s part in the control processes: change and release and deployment management
  • Purpose of security control
  • Access management for physical and intellectual property

4. Design and Transition of Services (New or Changed)

Topics:

  • Introduction to Processes
  • Service Level Management (SLM): concepts and responsibilities
  • Requirements for continuity and availability management
  • Activities related to monitoring and managing availability
  • Budgeting and Accounting
  • Financial management
  • Capacity management

5. Relationship Processes

Topics:

  • Business Relationship Management (BRM)
  • Supplier management

6. Resolution Processes

Topics:

  • Incident and service request management: restoration of service to the users, handling breaches of service targets, managing the fulfillment of service requests
  • Problem management: procedures and activities, management of known errors

7. Control Processes

Topics:

  • Configuration management: Scope and information requirements, control of information on CIs
  • Change management: change process, emergency change process, schedule of changes
  • Release and deployment management: requirements of a release plan, designing and implementing a release

8. Management System Auditing

Topics:

  • Defining the scope
  • Scope clauses
  • Types of audits and assessments
  • Roles and responsibilities
  • Coverage and governance of the processes
  • Internal audit
  • Standard application

What You'll Learn in the ISO 20000 Certification Course

Learning Objectives
ITSM Basics

Learn the definitions of quality management services in accordance with ISO/IEC 20000.

Adopting ISO

Positioning of ISO/IEC 20000 in ITSM including its relationship with other standards and best practices.

Code of Practice

Explore the scope, aims and use of the ISO/IEC 20000 Specification and Code of Practice.

ITSM Processes

Understand the processes and objectives of ISO/IEC 20000 and IT service management (ITSM).

SMS Requirements

Learn all about the fundamental requirements for a service management system (SMS).

Audit Process

Understand the purpose of internal and external audits, their operation and associated terminology.

Who can attend the ISO 20000 Certification Course

Who This Course Is For?
  • Professionals working with service provider organizations
  • Professionals needing ISO/IEC 20000 knowledge
  • Candidates seeking personal certification
  • Professionals who want knowledge and understanding of the standard
Who Should Attend

ISO 20000 Certification Course FAQs

Frequently Asked Questions
ISO 20000 Training

1. What can I expect to accomplish after completing the ISO 20000 Course?

On completion of the ISO 20000 Course, you will be able to develop an understanding of the following topics:

  • Definitions and principles of quality management services in accordance with ISO/IEC 20000
  • Positioning of ISO/IEC 20000 in IT service management including its relationship with other standards and best practices.
  • Objectives and requirements in each section of the specification.
  • Scope, aims, and use of the ISO/IEC 20000 Specification and Code of Practice.
  • Processes and objectives of ISO/IEC 20000 and IT service management (ITSM).
  • Fundamental requirements for a service management system (SMS).
  • Purpose of internal and external audits, their operation and associated terminology.
  • Eligibility and scoping statement requirements.
  • Requirements of the IT service management system and the Plan, Do, Check, Act cycle.
  • How assessments, reviews, and internal audits of IT Service Management systems against the requirements of the standard are used.

2. How does the ISO 20000 certification course help me? 

ISO 20000 promotes the adoption of an integrated IT service management process that allows for greater efficiency and continual improvement. Given these benefits, organizations demand certified ISO professionals who have thorough knowledge of its tools and can:

  • Uphold the principles of proper ethical conduct
  • Evaluate objective evidence and determine the effectiveness of ITSM
  • Report accurately audit findings
  • Manage the audit process

KnowledgeHut’s training helps you prepare for the PEOPLECERT ISO 20000 certification while simultaneously gaining skills to handle job challenges.

3. What are the prerequisites for the ISO 20000 certification course?

There are no prerequisites for this course. Participants are encouraged to have at least a basic knowledge of IT service management concepts and terminology.

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