ISO 20000 Certification Course

Understand the ISO 20000 standard and get the foundation certification

  • Develop an in-depth understanding of the ISO 20000 standards
  • Get comprehensive exam prep for the ISO 20000 foundation exam
  • Get ISO 20000 Certified and progress in your ITSM career 
  • 400,000 + Professionals trained
  • 250 + Workshops every month
  • 100 + Countries and counting

Lead the ITSM Improvement

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.

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  • 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 

Accredited by (Peoplecert)

The KnowledgeHut Edge

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. 


ISO 20000 Prerequisites

Participants in this course are recommended to have a basic knowledge of ITSM concepts and terminology. 

Who Should Attend the Course

Professionals working with service provider organizations

Professionals who need an understanding of the ISO/IEC 20000 standard

Candidates seeking personal certification

Professionals who want knowledge and understanding of the standard

ISO 20000 Course Schedules

Can't find the batch you're looking for?

Request a Batch

What You Will Learn

ITSM Basics

Learn the definitions and principles 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. 

Transform Your Workforce

Optimize Your IT Infrastructure

Train your IT team to follow and adopt the ISO 20000 standard to implement the best practices in ITSM. Use reviews and audits effectively to improve systems.

  • Experiential Learning
  • Hands-on Practice
  • Innovative Training Solutions
  • Real World Projects 

500+ Clients

  • 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 
  • Management’s responsibilities
  • Governance
  • Documentation Management
  • Resource Management
  • Establish and improve SMS: requirements, planning, implementing, monitoring, maintaining. 
  • 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 
  • 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 
  • Business Relationship Management (BRM)
  • Supplier management
  • 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 
  • 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 
  • Defining the scope
  • Scope clauses
  • Types of audits and assessments
  • Roles and responsibilities
  • Coverage and governance of the processes
  • Internal audit
  • Standard application 


ISO 20000 Training

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. 

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. 

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

Workshop Experience

Currently, all our courses are offered online as live, interactive, trainer-led sessions where you will get to learn directly from the trainer with opportunities to discuss and clear doubts. 

Our instructors are trainers with experience working with app development. They also have hands-on experience and will be able to tell you the practical aspects of what you are learning.  

Our courses are delivered through live, interactive virtual classrooms and can be structured according to the requirements of the course.

Our training focuses on interactive learning. Most class time is dedicated to hands-on exercises, lively discussions, and team collaboration, all facilitated by the trainer who is experienced in ITSM concepts and practices. The focus is on finding practical solutions to real-world scenarios in various environments, both big and small. 

In an online classroom, students can log in at the scheduled time to a live learning environment that is led by an instructor. You can interact, communicate, view, and discuss presentations, and engage with learning resources while working in groups, all in an online setting. Our instructors use an extensive set of collaboration tools and techniques which improve your online training experience. 

No, you cannot record the session. This program will be auto recorded on our LMS. 

Yes, you can switch your start date with prior notice of at least 24 hours and subject to availability in the desired batch. 

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