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Requirements for ISO/IEC 20000 Certification


The Requirements for ISO/IEC 20000 Certification course provides a comprehensive overview of the ISO/IEC 20000 standard, highlighting the relevance of Service Quality Management for IT service-providing organizations and departments. The course is designed for professionals who require an overview of the standard and understand the scope and relevance of Service Quality Management.

The course uses a case study to explain the principles of ISO/IEC 20000 in a simulated environment. This helps participants understand and relate to ISO/IEC 2000 in a real-world organization.

The e-learning version of this course is designed for awareness campaigns and provides an appropriate overview of the standard and the need for a Service Quality Management framework in a short period.




Quality managers, IT support staff, IT consultants, IT process consultants, key business users, IT auditors, quality consultants, IT service providers, and purchase managers.

Learning Objectives

At the end of this course, you will be able to identify:


         The principles of Service Management.


         The benefits of applying ISO/IEC 20000 processes.


         The implementation route to achieve ISO/IEC 20000.


         The relationships among different Service Management processes.


         What ISO/IEC 20000 means in a practical, real-world perspective



No formal requirements, however, it is recommended that candidates should have completed the ITIL Foundation course.

Participation Support Requirements


         Computer (Pentium IV, Internet Explorer 5.x, cookies enabled, Macromedia Flash Player 6.0, speakers or a headset, and 1,024X768 pixel resolution)


         Broadband Internet connection

Course Agenda:


Course Introduction

Service Management

An Overview of ISO/IEC 20000

Relationship Processes

Service Level Management and Service Reporting

Budgeting and Accounting for IT Services

Capacity Management

Information Security Management, Service Continuity, and Availability Management

Incident and Problem Management

Control Processes

Release Management

Route for Achieving ISO/IEC 20000

To Order and Start the Course:


To purchase the course and start training, please select the Add to Cart button below. You will pay with either your Paypal Account or a Credit Card, via PayPal Merchant Services.


Be sure to enter your complete contact information, including name, address, email address and phone number (in case we need to contact you by phone).


After you purchase the course you will receive a course Login ID and Password via email, along with supporting collateral, and be taken to our Online Campus to start right away. If you have any questions please contact our Support Team by sending us an email at service@optimalconnections.com

Product Code: ISO2000
$299.00 USD, excl tax


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