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ISO 20000 Practitioner

This interactive workshop, leading to the ISO/IEC 20000 Practitioner examination is aimed at IT practitioners who assist organizations to achieve or retain ISO/IEC 20000 certification.

Course Fact Sheet – ISO20000

ISO/IEC 20000 for Practitioner

3 days classroom workshop- APMG Certification


This interactive workshop, leading to the ISO/IEC 20000 Practitioner examination is aimed at IT practitioners who assist organizations to achieve or retain ISO/IEC 20000 certification.

The purpose of the Practitioner qualification is to ensure that the candidate has sufficient understanding of ISO/IEC 20000 and its application to be able to analyze and apply their knowledge to a range of activities that would support organizations in achieving and retaining ISO/IEC 20000 certification.

The course covers the interpretation and application of the ISO/IEC 20000 standard and enables practitioners to develop the Service Management capability of an organization and assess its readiness for certification within the ISO/IEC 20000 certification scheme.

Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the APMG ISO/IEC 20000 Auditor course. An exam will be conducted at the end of the training.

Course runs 9:00 – 5:00 each day



Learning Objectives

Candidates should understand and be able to analyse and apply the content of ISO/IEC 20000 within currently certified organizations, or organizations wishing to implement an SMS in preparation for initial certification.

At the end of the course, participants will be able to:

  • Explain and apply the requirements of Part 1
  • Understand, create and apply a service management plan
  • Assist and advise organizations on the implementation of continual improvement processes
  • Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification
  • Explain the relationship between ISO/IEC 20000, related standards and best practice
  • Understand, explain and advise on issues regarding applicability, eligibility and scoping
  • Advise and assist in ISO/IEC 200000 certification readiness assessments
  • Produce a gap analysis supported by an improvement and implementation plan
  • Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme


This course will be of particular interest to: IT consultants, quality consultants, IT service providers, IT service managers, and IT auditors involved in the implementation of ISO/IEC 20000



Delegates attending the course are required to have a fundamental knowledge of IT service management principles and processes. The basic ITSM knowledge required is exemplified by either an ITIL® Service Management Foundation certificate or an approved ISO/IEC 20000 Foundation certificate, possession of one of which is mandatory for attending this course.

Participants should bring their own copy of the following Standards, available from www.iso.org:

  • ISO/IEC 20000-1:2011 IT Service Management: Specification for Service Management
  • ISO/IEC 20000-2:2011 IT Service Management. Code of Practice for Service Management



Please note that this schedule is a guide, deviations from this plan are possible.

Day 1

Day 2

Day 3

Course Introduction

Relationship Processes

Scoping & Eligibility

Overview of ISO/IEC20000

Resolution Processes

Group Assignment

Overall management requirements

Control Processes – Configuration Management

Mock Examination

Service Delivery Processes

Control Processes – Change Management

Course Summary & Evaluation

Exercise & Review

Planning and Implementation




Examination Information

Prerequisites - A candidate must hold one of the following certifications to qualify to sit the Practitioner examination:

  • The APMG ISO/IEC 20000 Foundation, or
  • The BCS ISO/IEC 20000 Foundation, or
  • ITIL Foundation


At Practitioner level you should understand and be able to apply the content of the ISO/IEC 20000 standard within currently certified organizations or those considering certification.

Exam Format

  • Complex Multiple Choice
  • 4 questions per paper, 20 marks available per question
  • 40 marks required to pass (out of 80 available) - 50%
  • Three hours duration
  • Open book (a copy of Part 1 is permitted).



  Location Start Date End Date Duration Availability Price
Dubai 2018-01-23 2018-01-25 3 days Available

Dubai 2018-03-18 2018-03-20 3 days Available

Dubai 2018-06-10 2018-06-12 3 days Available

Dubai 2018-09-30 2018-10-02 3 days Available

Dubai 2018-12-23 2018-12-25 3 days Available

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