ISO/IEC 20000 Overview and Foundation Awareness


A standard is a document that provides requirements, specifications, guidelines or characteristics that can be used consistently to ensure that materials, products, processes and services are fit for their purpose. ISO International Standards ensure that products and services are safe, reliable and of good quality. For business, they are strategic tools that reduce costs by minimizing waste and errors and increasing productivity. They help companies to access new markets, level the playing field for developing countries and facilitate free and fair global trade.

An ISO standard is developed by a panel of experts, within a technical committee. Once the need for a standard has been established, these experts meet to discuss and negotiate a draft standard. As soon as a draft has been developed it is shared with ISO’s members who are asked to comment and vote on it. If a consensus is reached the draft becomes an ISO standard, if not it goes back to the technical committee for further edits.

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ISO/IEC 20000 Courses

ISO/IEC 20000


  • The scope and purpose of Parts 1, 2, and 3 of ISO/IEC 20000 and how these can be used.
  • Key terms and definitions
  • The requirements for a service management system (SMS) and the need for continual improvement
  • The processes, their objectives, and high-level requirements
  • Applicability and scope definition requirements
  • The purpose of internal and external audits, their operation, and the associated terminology
  • The operation of the APMG Certification Scheme
  • The relationship with best practices, ITIL®, and related standards, ISO 9001 and ISO/IEC 27001

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Ensure Senior Management buy-in and commitment. Without this you will fail.

Employ the right people with the right attitude, experience and qualifications. Practical experience is priceless, too many organizations have only theorists


Build these first and then select the Service Management Tool

Train the People on the Processes and get their buy-in to see ‘what’s in it for them’


Only as good as the Management Information you want to get out of it

Define Key Performance Indicators (KPIs) and Metrics first, both for Senior Management and Operational purposes


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