Professional skills

ISO/IEC 20000

Name: ISO/IEC 20000
Price: 2800.00 USD
Availability: InStock

Three-day course where you interpret ISO/IEC 20000-1:2018, design key SMS controls, apply them to scenarios, and practise exam-style questions.

24 hours (3 days) Foundation to Practitioner APMG Certifications

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THE BIG PICTURE

About this course

ISO/IEC 20000 is the international standard for IT service management. APMG International offers examinations aligned to ISO/IEC 20000 that certify an individual’s understanding of the standard and its application in a service management system. Across three days you map clauses 4–10 of ISO/IEC 20000-1:2018 to real ITSM environments, build essential SMS artefacts, and practise analysing scenarios. Hands-on work includes scoping an SMS, defining policy and objectives, planning internal audits and measures, and reviewing evidence needed for certification. APMG International administers the ISO/IEC 20000 exams and issues the certificates. You can book an exam directly with APMG or via an accredited provider. This course includes exam-style practice and a timed mock to help you plan your next steps. APMG International owns the certification scheme. MindClick provides training and exam preparation and is not an accredited or authorised partner.

What you’ll learn

Explain the purpose, scope and key terms of ISO/IEC 20000-1:2018
Describe the SMS structure and the intent of clauses 4–10
Identify required documented information and practical evidence for an SMS
Plan core SMS activities for design, transition, delivery and control of services
Outline measurement, internal audit, management review and improvement approaches
Relate ISO/IEC 20000 to existing ITSM practices and supplier/relationship management
Prepare effectively for the APMG International ISO/IEC 20000 exam with practice and a mock test

A CLEAR PATH FORWARD

3-day ISO/IEC 20000 agenda

3 days · 24 contact hours · 09:00–17:30

3 instructor-led days (24 contact hours) mapped to the exam domains. Each day combines short concept sessions, hands-on practice on a running case study and exam-style questions.

Learning route: 3 recommended days
Practical work: 3 guided activities
Finish with: Mock exam + certification exam

Take a look at each day. Open a section to see the topics and practical work.

Day 1ISO/IEC 20000 fundamentals and SMS coreConcepts, SMS structure, leadership and planning; operation basics

What we’ll cover

09:00–10:30 · Course orientation and ISO/IEC 20000-1:2018 concepts, scope and terminology
10:30–10:45 · Break
10:45–12:15 · Leadership and planning: policy, roles, risks and objectives (Clauses 5–6)
12:15–13:00 · Support of the SMS: resources, competence, awareness and documented information (Clause 7)
13:00–14:00 · Lunch
14:00–15:15 · Operation of the SMS: service planning and design/transition controls (Clause 8)
15:15–16:15 · Operation continued: delivery and control; exam-style practice questions (set 1)
16:15–17:30 · Case workshop: map clause 4–8 controls to a sample service; daily review

Put it into practice

Work in small groups to define the context and scope of a sample organisation’s SMS and draft a service management policy. Map key clause 4–8 requirements to existing practices and identify initial gaps.

You’ll take away
Draft SMS context, scope and policy with a high-level clause-to-practice map

Day 2Measurement, audit and improvementPerformance evaluation, internal audit, management review and improvement

What we’ll cover

09:00–09:20 · Recap of day 1 and Q&A
09:20–10:30 · Performance evaluation: measures, monitoring and service reporting (Clause 9)
10:30–10:45 · Break
10:45–12:15 · Internal audit approach and management review inputs/outputs
12:15–13:00 · Nonconformity handling and corrective action; continual improvement (Clause 10)
13:00–14:00 · Lunch
14:00–15:15 · Integrating ISO/IEC 20000 with other management systems (HLS) and service governance
15:15–17:30 · Exam-style practice questions (set 2) and scenario workshop; daily review

Put it into practice

Plan a simple internal audit: define scope, criteria, methods and an evidence checklist for two SMS processes. Create a short management review input pack with sample KPIs and findings.

You’ll take away
Audit plan and evidence checklist with a draft measurement and review pack

Day 3Implementation and certification journeyImplementation planning, supplier/relationship control, certification readiness

What we’ll cover

09:00–10:30 · Recap of day 2; scoping an SMS and assembling documented information
10:30–10:45 · Break
10:45–12:15 · Supplier and relationship management within the SMS; service level control
12:15–13:00 · Preparing for external certification: stages, roles and typical evidence
13:00–14:00 · Lunch
14:00–15:15 · Implementation roadmap, risks, metrics and KPIs; improvement backlog
15:15–16:15 · Timed mock exam and self-marking
16:15–17:30 · Mock debrief, personal study plan and exam booking guidance

Put it into practice

Create a phased ISO/IEC 20000 implementation roadmap for the case organisation, including risks, controls and success measures. Practise evidence gathering by reviewing sample artefacts against clause requirements.

You’ll take away
Implementation roadmap with risk/measure set and a personal exam study plan

Bring it all together

Certification exam: ISO/IEC 20000, awarded by APMG International. Confirm the current exam format with the awarding body when you book. Every attendee also receives a MindClick certificate of completion for 24 contact hours.

Sample MindClick certificate of completion for ISO/IEC 20000, marked SAMPLE — What you receive
You earn two separate credentials. The sample shows the MindClick training certificate.
MindClick certificate of completion: 3 days, 24 contact hours, issued to every attendee who completes the course.
ISO/IEC 20000: issued by APMG International when you meet its requirements and pass the exam.

Before you choose your learning route

Session timings are indicative; the trainer may adjust them for the group. Exam details reflect the awarding body’s published information at the time of writing; confirm the current version when you book.

APMG International owns this certification scheme. MindClick provides training and exam preparation and is not an accredited or authorised partner of APMG International.

Fees

Fee per learner outside India. Exam fee included.
Delivery format	Fee per learner	Exam fee
Live online	$2,800 USD	Included
Classroom	$4,500 USD	Included

One awarding-body certification exam attempt is included in the training fee. Confirm the current fee, any applicable tax and what the fee covers in writing before you pay.

Prerequisites

No formal prerequisites are typically required for entry-level study. Familiarity with IT service management and access to the ISO/IEC 20000-1:2018 standard are recommended; please bring a laptop for exercises and reference materials you can legally use.

Who is this course for?

Staff working within a service provider organization that requires a basic understanding of the standard.
Staff working within service providers who are already certified to ISO/IEC 20000.
Staff considering the implementation of the ISO/IEC 20000 standard.
Practitioners, managers and consultants involved in an SMS implementation.
Practitioners, managers and consultants involved in on-going activities based on ISO/IEC 20000.
Third-party auditors who work for RCBs and will conduct audits to certify service providers against ISO/IEC 20000-1.
Internal auditors who wish to understand the specific requirements of auditing IT service management systems for conformity with the ISO/IEC 20000-1 standard.
Internal auditors working in an organization which is implementing or already has ISO/IEC 20000 certification.

FIND YOUR START

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Oct252026

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