ISO/IEC 20000 Introduction

Why should you attend?

ISO/IEC 20000 Introduction is a one-day training course which presents the basic concepts of service management and provides an overview of the ISO/IEC 20000-1 requirements for a service management system (SMS). In addition, this training course highlights the connection between ISO/IEC 20000-1 and other standards in the ISO/IEC 20000 series and provides an overview of the main activities associated with the certification of an SMS.

Who should attend?

The ISO/IEC 20000 Introduction training course is intended for:

  • Managers and consultants wishing to get introduced to the ISO/IEC 20000-1 requirements for an SMS 
  • Personnel involved in service planning and provision activities
  • Personnel responsible for maintaining and improving the service management capabilities
  • Individuals aspiring to pursue a career in service management

Learning objectives

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

  • Understand the main concepts of a service management system (SMS) and its processes based on ISO/IEC 20000-1
  • Understand the basic elements of an SMS based on the requirements of ISO/IEC 20000-1

Educational approach

The training course is participant centered and contains:

  • Essay-type exercises and multiple-choice quizzes
  • Interactions between participants by means of questions and suggestions


There are no prerequisites to participate in this training course.

More Details

  • This one-day training course is comprised of the following sections:

    Section 1: Training course objectives and structure

    Section 2: Standards and regulatory frameworks

    Section 3: Fundamental concepts and principles of service management

    Section 4: An overview of ISO/IEC 20000-1 requirements — Clauses 4 to 10

    Section 5: Preparation for the certification audit

    Section 6: Closing of the training course

    • Training material of over 100 pages of information and practical examples will be provided.
    • An attestation of course completion worth 7 CPD (Continuing Professional Development) credits will be issued to participants who have attended the training course.

    For additional information, please contact us at