ISO/IEC 20000-1
Run IT services as a managed system, from agreeing service levels to resolving incidents and improving delivery.
ISO/IEC 20000-1: what it is and why it matters
ISO/IEC 20000-1 specifies requirements for an organisation to establish, implement, maintain and continually improve a service management system. It covers how services are planned, delivered, supported and improved so they meet agreed requirements.
It is used by IT service providers, internal IT functions and managed service teams that want a structured, auditable way to run services, including incident, problem, change, release and capacity management.
Built for the people who carry the work
- IT service managers and service delivery leads
- Managed service provider and operations teams
- Service desk, change and problem managers
- Auditors and consultants who assess service management
What you will be able to do
- Explain the structure of a service management system under the standard
- Describe how service levels and agreements are planned and monitored
- Relate incident, problem, change and release processes to each other
- Plan performance evaluation and internal audit of a service management system
- Prepare for review by a certification body
Subject outline
- 01
Context, scope and leadership
- 02
Service portfolio, agreements and relationships
- 03
Supply and demand, capacity and availability
- 04
Design, build and transition of services
- 05
Incident, service request and problem management
- 06
Change, release and configuration management
- 07
Performance evaluation and improvement
How it supports real work
Turning service targets into measures the service desk can report
Connecting change and release practice to fewer failed changes
Showing an auditor how a service improvement was identified and tracked
Training, examination and certification are different steps
ISO/IEC 20000-1 is certifiable at organisation level. Training builds knowledge. Certification of an organisation is awarded after an audit by a certification body.
- Training does not certify your organisation.
- Organisational certification comes from a certification body audit.
- Personal credentials, where they exist, are issued by third-party bodies. We confirm the route with you before you enrol.
What is confirmed, and what people ask
Delivery information
Delivery details for this course have not been confirmed for publication, so none are listed here. Course length, schedule, language, delivery format and fees are confirmed per enquiry. Certification bodies set their own exam and eligibility rules, and we confirm the route to any certificate before you enrol.
Enquire About This CourseFrequently asked questions
Is ISO/IEC 20000-1 only for IT departments?
It is most often used for IT services, but the standard describes a service management system that can apply to service providers more widely.
How does it relate to ISO/IEC 27001?
ISO/IEC 27001 manages information security. ISO/IEC 20000-1 manages service delivery. They share a structure and many organisations run both.
Is it the same as ITIL?
No. ITIL is a body of practice guidance. ISO/IEC 20000-1 is a standard of requirements that an organisation can be audited against.
Does the course certify my organisation?
No. Organisational certification comes from an audit by a certification body.
Related courses
Related Valtrenix services
Request course information
Tell us who the training is for and what you want to achieve. We reply with confirmed details only, including what is currently available for ISO/IEC 20000-1.
- Individual and team training enquiries welcome
- No fees, dates or formats are published until confirmed
- We confirm the certification route before you enrol