AN Advice

AN Advice


IT Governance & Service Management

ISO/IEC 20000 Introduction

Why should you consider attending? 

The ISO/IEC 20000 Introduction training is a one-day course that provides a solid foundation in service management concepts and offers an overview of the ISO/IEC 20000-1 requirements for a service management system (SMS). This training also highlights the interconnections between ISO/IEC 20000-1 and other standards in the ISO/IEC 20000 series, as well as the key activities involved in SMS certification.

Who should attend? 

This course is designed for:

  • Managers and consultants who want to gain an introductory understanding of ISO/IEC 20000-1 requirements for an SMS.
  • Personnel involved in service planning and delivery activities.
  • Individuals responsible for enhancing and maintaining service management capabilities.
  • Those aspiring to pursue a career in service management.

Learning objectives 

By the end of this training course, participants will be able to:

  • Comprehend the fundamental concepts of a service management system (SMS) and its processes as defined in ISO/IEC 20000-1.
  • Understand the basic components of an SMS in accordance with the ISO/IEC 20000-1 requirements.

Educational approach

 The training course adopts a participant-centered approach and includes:

  • Essay-type exercises and multiple-choice quizzes to assess understanding.
  • Interactive engagement among participants through questions and discussions.