ISO/IEC 20000-1:2018 Requirements Training

The ISO/IEC 20000-1:2018 Requirements Training Course provides a comprehensive understanding of the Service Management System (SMS) standard and its application within an organization.

By attending this 2-day course, you’ll gain the knowledge to interpret and apply ISO/IEC 20000-1 requirements, understand how the standard enhances service delivery, and recognize its integration potential with other management systems such as ISO 9001 and ISO/IEC 27001.

Through practical examples and expert-led discussions, you’ll learn how implementing an SMS can improve efficiency, consistency, and customer satisfaction — helping your organization demonstrate a professional commitment to world-class service management.

Key Benefits

Bilginç IT Academy is a recognized official training partner of PECB (Professional Evaluation and Certification Board).
Through this partnership, we deliver globally accredited PECB-certified training programs, enabling professionals to gain international recognition and practical expertise in areas such as Artificial Intelligence Management, Information Security, Environmental, and Quality Management Systems.
Visit our official PECB partner page here: Bilginç IT Academy – PECB Official Partner 

This course is ideal for:

• Service Managers and Coordinators

• IT Managers and Consultants

• Quality and Compliance Officers

• Individuals responsible for service delivery and improvement

• Professionals seeking ISO/IEC 20000-1 certification knowledge

This course will help you:

• Understand the key concepts, structure, and requirements of ISO/IEC 20000-1:2018.
• Describe the ISO/IEC 20000 series and related terms and definitions.
• Identify opportunities to increase service efficiency and performance through an effective SMS.
• Understand the ISO/IEC 20000-1 certification process and its benefits for organizations.
• Recognize how ISO/IEC 20000-1 supports integration with other standards like ISO 9001 and ISO/IEC 27001.
• Communicate the value and benefits of implementing an SMS to internal and external stakeholders.

You Will Learn To

Upon completion of the training, delegates will be able to:

• Describe the purpose and structure of a Service Management System (SMS).

• Explain the importance and benefits of an SMS to organizational success.

• Outline the background, principles, and intended outcomes of ISO/IEC 20000-1.

• Recall and apply key terms and definitions used in the standard.

• Identify the main requirements and clauses of ISO/IEC 20000-1.

• Understand the certification route and audit process.

Day 1:

• Introduction to ISO/IEC 20000-1 and the service management framework

• Key concepts and definitions of service management

• Overview of ISO/IEC 20000 series and its alignment with other standards

• Understanding the structure and intent of ISO/IEC 20000-1:2018

Day 2:

• Detailed review of ISO/IEC 20000-1 clauses and requirements

• Roles and responsibilities in service management

• Gap analysis and implementation considerations

• Overview of the certification process and next steps