Professional skills

IT Service Management Systems (ISO 20000)

Name: IT Service Management Systems (ISO 20000)
Price: 2800.00 USD
Availability: InStock

Three-day, 24-hour course on ISO/IEC 20000-1 in which you scope an SMS, design and control services, audit performance, and plan improvements.

24 hours (3 days) Professional IT Service Management

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THE BIG PICTURE

About this course

ISO/IEC 20000 is the international standard for IT service management systems (SMS). Individual certifications aligned to this standard are offered by certification bodies such as APMG International, EXIN and PECB. Across three days you connect SMS scope and context with leadership, planning and documented information, then apply service design, delivery and supplier controls. You practise performance monitoring, internal audits and improvement planning through case studies, templates and peer review, producing a scoping statement, service controls pack and an audit and improvement plan. You can take a relevant ISO/IEC 20000 exam with your chosen certification body. The course includes exam-style questions each day and a timed mock on the final day to consolidate learning; exam vouchers are not included. The awarding body owns the certification scheme. MindClick provides training and exam preparation and is not an accredited or authorised partner.

What you’ll learn

Define and document the SMS scope, context and interested parties for a chosen service portfolio
Translate ISO/IEC 20000-1 requirements into policies, roles, objectives and documented information
Design service design, build, transition and release controls aligned to business needs
Establish service level management with SLAs/OLAs/UCs and supplier controls that support targets
Apply incident, service request and problem practices and select appropriate measures and reports
Plan monitoring, measurement, internal auditing and management review to evaluate SMS performance
Create a practical readiness assessment, audit programme and continual improvement register
Prepare for a relevant ISO/IEC 20000 exam with a personal study plan and booking guidance

A CLEAR PATH FORWARD

3-day course 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 1SMS scope, context, leadership and planningDomains: SMS context and planning; SMS support

What we’ll cover

09:00–09:30 · Course orientation, objectives and pre-assessment
09:30–10:30 · ISO/IEC 20000-1 structure, terms and SMS concepts
10:45–12:15 · Scope, context, interested parties and service catalogue boundaries
13:15–14:30 · Leadership, policy, roles and governance alignment
14:45–16:15 · Planning, risks and opportunities, objectives and change planning
16:15–17:00 · Exam-style practice questions: scope and planning scenarios
17:00–17:30 · Daily wrap-up and Q&A

Put it into practice

Work in pairs to draft an SMS scope and context for a selected service, including a stakeholder map and scope statement. Validate the draft against ISO/IEC 20000-1 clauses 4–6 and capture risks and assumptions.

You’ll take away
SMS scope and context draft

Day 2Service design, delivery and supplier controlsDomains: service design/build/transition; delivery and SLM; incident/request/problem; supplier integration

What we’ll cover

09:00–09:20 · Recap of day 1 and short quiz
09:20–10:30 · Service design and transition controls: requirements, design, build/test and release
10:45–12:15 · Service level management: SLAs, OLAs, UCs, monitoring and reporting
13:15–14:30 · Incident, service request and problem management practices
14:45–15:45 · Configuration, change enablement and knowledge management linkages
15:45–16:15 · Availability, capacity and continuity planning integration
16:15–17:00 · Exam-style practice questions: service lifecycle and support
17:00–17:30 · Daily wrap-up and Q&A

Put it into practice

Design an SLM pack for a critical service, defining SLA targets, OLAs and underpinning contracts, and trace measures to reports. Map the incident and request flows and propose problem analysis triggers.

You’ll take away
Service lifecycle and SLM design pack

Day 3Performance evaluation, internal audit and improvementDomains: performance evaluation; internal audit; management review and improvement; readiness

What we’ll cover

09:00–09:20 · Recap of day 2 and short quiz
09:20–10:30 · Monitoring, measurement, reporting and KPIs
10:45–12:15 · Internal audit method, evidence and nonconformities
13:15–14:30 · Management review and continual improvement planning
14:45–15:45 · Readiness assessment and supplier/relationship assurance
15:45–16:30 · Mock practical: corrective actions and improvement register
16:30–17:00 · Timed mock exam and group debrief
17:00–17:30 · Exam booking guidance, next steps and course close

Put it into practice

Create an audit programme and checklist for a selected clause set, sample objective evidence and record nonconformities. Build an improvement register with prioritised corrective actions and owners.

You’ll take away
Audit and improvement action plan

Bring it all together

Certification exam: IT Service Management Systems (ISO 20000). 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 IT Service Management Systems (ISO 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.
IT Service Management Systems (ISO 20000): issued by the awarding body 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.

The awarding body owns this certification scheme. MindClick provides training and exam preparation and is not an accredited or authorised partner of the awarding body.

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 for foundation-level ISO/IEC 20000 individual exams; experience in IT service management is recommended. Bring a laptop and any relevant process documents or service reports from your workplace.

FIND YOUR START

Confirmed batch starts

Choose a published start, then review your offer in the same enrollment flow. A start date is not the full timetable or a seat reservation.

Choose your country & month

Oct252026