Course overview

This practical course equips participants with the essential knowledge and skills to establish, implement, maintain, and continually improve a Service Management System (SMS) in alignment with ISO/IEC 20000-1:2018. The course covers the standards’ requirements for planning, delivery, monitoring, and improvement of IT and business services to ensure consistency, reliability, and customer satisfaction. You will learn how to integrate ISO/IEC 20000-1 with ITIL® and other management systems (such as ISO 9001, ISO 27001, and ISO 22301) to achieve a robust, service-oriented framework. Real-world examples help bridge theory and practice, enabling participants to translate the clauses into operational excellence and measurable performance.

What you’ll learn

By the end of the course, you will be able to:

• Explain the scope, structure, and intent of ISO/IEC 20000-1:2018.

• Plan, implement, operate, monitor, and improve an effective Service Management System (SMS).

• Identify service requirements, manage service portfolios, and ensure effective delivery and support.

• Conduct performance evaluation and apply continual improvement processes.

• Integrate ISO/IEC 20000-1 with other ISO standards and ITIL® best practices.

• Prepare for internal and external audits, certification, and compliance assessments.

• Develop policies, KPIs, and documentation to sustain service quality and governance.

Who should attend

• IT managers and service delivery professionals

• ITIL® practitioners and consultants

• Quality and compliance managers

• Information security and business continuity professionals

• System administrators and technical support leaders

• Auditors and certification coordinators

• Project managers and process improvement specialists

Recommended

• Basic knowledge of IT service operations is helpful

• Familiarity with ITIL or ISO 9001 is beneficial

• Suitable for organizations with evolving service management maturity