AN Advice

AN Advice


IT Governance & Service Management

ISO/IEC 20000 (Service Management System, SMS)

Why should you attend?

 ISO/IEC 20000-1, originally published in 2005 and subsequently updated in 2011 and 2018, is a Type A management system standard that outlines the essential requirements for organizations to establish, implement, maintain, and continually enhance a service management system (SMS).

An SMS comprises policies, processes, resources, objectives, and documented information that are integrated and coordinated to achieve the organization’s objectives. A well-functioning SMS empowers organizations to govern and oversee their service management activities, identify and mitigate risks associated with these activities, and recognize and capitalize on opportunities for enhancing service delivery.

The requirements stipulated in ISO/IEC 20000-1 are generic and can be applied to organizations of all sizes, across various industries and complexities. According to the ISO Survey 2020, more than 7,500 certificates have been issued to organizations worldwide. Contrary to the common misconception that this standard is solely applicable to IT infrastructure, ISO/IEC 20000-1 can be employed for a wide range of services, including finance, cloud computing, business process outsourcing, and more.

Benefits of ISO/IEC 20000-1 for service providers An effective SMS, aligned with ISO/IEC 20000-1 requirements, has the potential to transform an organization’s operational approach and elevate service management practices.

Some of the advantages an organization can reap from implementing an SMS based on ISO/IEC 20000-1 include:

-Enhanced Service Performance: Improved service performance and increased value provided to stakeholders and interested parties.

-Formal Certification: Opportunity to seek formal certification from an accredited conformity assessment body.

-Efficiency Gains: Reduced costs, efforts, and service disruptions.

-Service Lifecycle Enhancement: Improved management of the service lifecycle, spanning planning, design, transition, and delivery.

-Strategic Alignment: Alignment of SMS components with business objectives.

-Compliance Assurance: Fulfilment of service requirements and compliance obligations.

-Increased Confidence: Boosted confidence among business stakeholders and customers.

-Risk Management: Reduced risks through the application of risk management principles.

-Clarity of Roles: Improved clarity regarding roles and responsibilities within the organization.

-Enhanced Relationships: Improved relationships with suppliers and other relevant interested parties.

Why should you attend one of our ISO/IEC 20000 training courses? 

In today’s interconnected world, where continuous process improvement and efficiency are fundamental for business sustainability, many organizations rely on service providers for solutions. Service providers, in turn, need to ensure they can meet established requirements and deliver value. In this context, service providers seek and highly value competent individuals who possess the requisite knowledge and skills to manage, control, and continually improve services and the underlying processes.

PECB ISO/IEC 20000 training courses are developed based on the internationally recognized standard for a service management system, ISO/IEC 20000-1, in conjunction with other valuable ISO guidance standards (ISO/IEC 20000-2, ISO 31000, ISO 19011), and industry best practices. By enrolling in one of our ISO/IEC 20000 training courses, you have the opportunity to enhance your competence, support service providers, and advance your career.

Our ISO/IEC 20000 training courses include:

-ISO/IEC 20000 Introduction: Suitable for professionals seeking a brief overview of ISO/IEC 20000-1 requirements for an SMS.

-ISO/IEC 20000 Transition: Designed for professionals already familiar with ISO/IEC 20000-1:2011, aiming to update their knowledge for transitioning to ISO/IEC 20000-1:2018.

-ISO/IEC 20000 Foundation: Ideal for entry-level professionals looking to familiarize themselves with ISO/IEC 20000-1 requirements and SMS guidelines.

-ISO/IEC 20000 Lead Implementer: A five-day course that equips you with the necessary competencies to guide organizations in establishing, implementing, operating, maintaining, and continually improving an SMS in line with ISO/IEC 20000-1 requirements and international standards.

-ISO/IEC 20000 Lead Auditor: A five-day training course that enables you to acquire the skills required to audit an SMS based on ISO/IEC 20000-1, adhering to the auditing guidelines outlined in ISO 19011 and the certification process detailed in ISO/IEC 17021-1.

Why choose PECB? 

As a global provider of training, examination, and certification services, PECB empowers professionals to demonstrate their dedication and competence by offering valuable education, evaluation, and certification aligned with internationally recognized standards.

PECB’s ISO/IEC 20000 certifications signify peer recognition of your professional capabilities and validate your ability to contribute to your organization’s services and SMS, whether as an auditor, implementer, or in other roles.

How do I get started? Seize the opportunity to become certified with PECB’s ISO/IEC 20000 training courses now. Our experts will assist you throughout the entire process, ensuring you have a valuable experience and become part of our global network.

To take the first step, please contact us!

PECB Certified ISO/IEC 20000 training courses available Enhance your knowledge and advance your career by participating in our ISO/IEC 20000 training courses. Explore the available training courses below and find the one that best suits your needs.