Realdolmen Education


ISO 20000 Practitioner

Deze cursus is momenteel niet ingepland op de open kalender, maar kan op aanvraag georganiseerd worden.

Cursus aanvragen

Aantal dagen

3 day(s)


Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the APMG ISO/IEC 20000 Auditor course. An exam will be conducted at the end of the training.


Participants attending the course are required to have a fundamental knowledge of IT service management principles and processes. The basic ITSM knowledge required is exemplified by either an ITIL® Service Management Foundation certificate or an approved ISO/IEC 20000 Foundation certificate, possession of one of which is mandatory for attending this course.


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: Understand the purpose, use and application of Parts 1, 2 and 3 of the standard; Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification; Understand, explain and advise on issues regarding applicability, eligibility and scoping; Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards; Explain and apply the requirements of Part 1; Advise and assist in ISO/IEC 200000 certification readiness assessments; Produce a gap analysis supported by an improvement and implementation plan; Understand, create and apply a service management plan; Assist and advise organizations on the implementation of continual improvement processes; Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme.


Class training alternated with exercises.


This interactive workshop, leading to the ISO/IEC 20000 Practitioners examination is aimed at practicing IT practitioners who assist organizations to prepare for 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 analyse 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.


  • Introduction
  • Overview of ISO/IEC 20000
  • Overall Management Requirements
  • Group Assignment 1
  • Service Delivery Processes
  • Service Delivery Processes
  • Multiple-Choice Sample Paper 1 & Review
  • Close - Homework
    • Multiple-Choice Sample Paper 2
  • Review Paper 2
  • Relationship Processes
  • Resolution Processes
  • Control Processes – Configuration Management
  • Control Processes – Change Management
  • Release Process
  • Planning and implementation
  • Close - Homework
    • Multiple-Choice Sample Paper 2
  • Review Paper 2
  • Scoping and Eligibility: Group Assignment 2
  • Mock Examination (Written)
  • Mock Examination Review
  • Course Summary and Evaluation
  • Examination