ISO/IEC 20000-1:2018 Implementation Training

ISO/IEC 20000-1:2018 is the internationally recognized standard for Service Management Systems (SMS).
It provides a structured framework for managing the entire service lifecycle — including planning, design, transition, delivery, and continual improvement — to ensure services consistently deliver value to customers, users, and service providers.

This 2-day Implementation Training Course helps you develop the skills to establish, document, and implement an SMS in alignment with ISO/IEC 20000-1:2018 requirements.
Using a practical, step-by-step methodology supported by real-world examples and toolkits, you will learn how to create an implementation plan, assess your organization’s current status, and integrate the system with other management standards.

By the end of the course, you will have a clear roadmap for successfully implementing and maintaining a robust, compliant Service Management System.

Key Benefits

You should have:

• A good understanding of ISO/IEC 20000-1:2018 and SMS principles.
  If not, it is strongly recommended that you first attend the ISO/IEC 20000-1:2018 Requirements Course.

This course is designed for:

• IT Service Managers and Coordinators

• Project Managers responsible for IT service implementation

• Consultants and professionals managing service improvement initiatives

• Quality and compliance personnel involved in ISO/IEC 20000 certification projects

By completing this course, you will be able to:

• Recognize a typical framework for implementing ISO/IEC 20000-1:2018.
• Interpret the key concepts and requirements from an implementation perspective.
• Identify the benefits of implementing an effective Service Management System (SMS) for your organization.
• Conduct a baseline review of your organization’s current service management practices.
• Develop and execute an action plan for implementation.
• Prepare your organization for third-party certification.
• Understand how ISO/IEC 20000-1 can integrate with other systems such as ISO 9001 and ISO/IEC 27001. 

You Will Learn To

• Conduct a baseline review and identify gaps in compliance.

• Develop an ISO/IEC 20000-1 implementation plan tailored to your organization.

• Create the required documentation and establish key processes.

• Apply practical methods to monitor and improve service management performance.

• Build a foundation for continual improvement and certification readiness.

Day 1:

• Introduction to Service Management Systems and ISO/IEC 20000-1:2018

• Understanding the service lifecycle: planning, design, transition, delivery, and improvement

• Implementation framework and project planning

• Conducting a gap analysis and baseline review

Day 2:

• Documentation and process development

• Integrating ISO/IEC 20000-1 with other management systems

• Monitoring and measuring performance

• Continual improvement and certification readiness