Quality Management
ISO/IEC 20000 — IT Service Management System
Levels available
Course types, duration & fees
| Course type | Who should attend | What your company benefits | Duration | Fee |
|---|---|---|---|---|
| Foundation | Those who wish to learn the basis of implementing the management system and its processes | Provide the organization with best-practice based orientation and mindset culture by understanding the main important elements of ISO standards | 2 days | HKD 4,400 |
| Lead Implementer | Responsible persons for implementing and managing the management system in their company | Improve overall processes by implementing best practices led by competent staff that can lead to compliance with ISO standards | 5 days | HKD 11,200 |
| Lead Auditor | Responsible persons for auditing and monitoring management systems in their company | Ensure your management systems are implemented properly by having competent staff audit the processes that can lead to a successful compliance and certification | 5 days | HKD 11,200 |
About the standard
ISO/IEC 20000-1 is the international standard for a service management system (SMS), setting minimum requirements for establishing, implementing, maintaining, and continually improving the policies, processes, and resources needed to manage services. Despite the common misconception that it's IT-only, the standard applies to any type of service — including finance, cloud, and business process outsourcing — and, like other ISO management system standards, shares a common structure that eases integration with ISO 9001, ISO/IEC 27001, and ISO 22301.
Levels available
- Foundation — Appropriate for entry-level professionals to become familiar with ISO/IEC 20000-1 requirements and guidelines for an SMS.
- Lead Implementer — A five-day course that builds the competencies to guide and support organizations in establishing, operating, and continually improving an SMS.
- Lead Auditor — A five-day course that builds the capabilities to audit an SMS against ISO/IEC 20000-1, ISO 19011, and ISO/IEC 17021-1.
Who should attend
IT and service delivery managers, service management practitioners, implementers, and auditors responsible for building or assessing a service management system should attend — whether in IT infrastructure or any other service-based function.
Learning objectives
- Understand the requirements of ISO/IEC 20000-1 for establishing and improving a service management system.
- Learn to align SMS processes with business objectives and reduce cost, effort, and service disruption.
- Gain the competence to plan, design, transition, and deliver services through the full service life cycle.
- Develop the ability to audit an SMS for conformity to ISO/IEC 20000-1.
Why attend
Service providers increasingly seek out professionals who can demonstrably manage and improve service delivery, and PECB's ISO/IEC 20000 certifications represent peer-recognized proof of that capability as an auditor, implementer, or other SMS role. For organizations, an effective SMS improves service performance, reduces risk, and strengthens customer and business confidence.
PECB link
https://pecb.com/en/education-and-certification-for-individuals/iso-iec-20000