itSMF ISO20000 for Consultants

3 Day Course
Official ITIL Curriculum
Code ISE

This course has been retired. Please view currently available ITIL Training Courses.


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Overview of the ISO20000 Service (7 topics)

  • Management standard
  • Introduction and background
  • The certification scheme
  • Use and application of the standard (Part 1 and Part 2)
  • Assessments and audits
  • Role of toolsets
  • Eligibility and scoping

Coordination and integration processes (19 topics)

  • Requirements for a Management System
  • Planning and implementing service management
  • Planning and implementing new and changed services
  • Service delivery processes
  • Service Level Management
  • Capacity Management
  • Service Continuity and Availability Management
  • Budgeting and Accounting for IT Services
  • Service Reporting
  • Information Security Management
  • Resolution, control and release processes
  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management
  • Relationship processes
  • Business Relationship Management
  • Supplier Management

Candidate assessment (3 topics)

  • Assignments
  • Mock Exams
  • Certification Examination


Delegates should have at least five years of relevant IT experience and at least three years Service Management experience. The delegate must have attained, at minimum, the Foundation Certificate in IT Service Management.

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