---
url: "https://xcademia.com/courses/iso-iec-20000-training"
title: ISO/IEC 20000 Training
description: "Learn ISO/IEC 20000 IT service management, service delivery, and audit readiness through practical, hands-on training sessions."
publishedAt: "2026-03-17T11:39:48.78289+00:00"
updatedAt: "2026-05-08T12:08:49.022229+00:00"
type: course
code: "ITS-0031"
level: Professional
duration_days: "3"
track: ISO Management Systems
category: "IT Service, Governance & Compliance"
credential_tier: tier1
price_gbp: "1999"
---

# ISO/IEC 20000 Training

## Overview

ISO/IEC 20000 provides a structured framework for delivering high-quality IT services, but many organisations struggle to translate its requirements into practical service management processes.

The ISO/IEC 20000 Training programme delivers a structured, hands-on approach to understanding and applying the standard in real-world IT environments. Participants learn how to design service management systems, align processes with business needs, and improve service performance.

Through guided exercises, practical scenarios, and implementation-focused sessions, learners build the capability to apply ISO 20000 principles across service design, delivery, and continuous improvement. The programme emphasises operational clarity, governance, and measurable service outcomes.

## Prerequisites

- Basic understanding of IT services or operations
- Familiarity with IT environments
- Interest in service management and governance

## What you will learn

- Understand ISO/IEC 20000 framework and structure
- Design IT service management systems
- Apply service delivery and operational processes
- Implement performance monitoring practices
- Evaluate audit readiness and compliance status
- Improve service quality through structured frameworks

## Skills you will gain

- IT service management frameworks
- Service delivery and operations
- ISO 20000 implementation basics
- Audit readiness preparation
- ITSM documentation and process mapping
- Service performance monitoring

## Career progression

- IT Service Manager
- Service Delivery Manager
- IT Operations Lead
- ITSM Consultant
- Compliance Analyst

## Curriculum

1. **Module 1: ISO/IEC 20000 Foundations**
   - Overview of ISO 20000 framework
   - Key concepts and structure
   - ITSM lifecycle understanding
   - Certification overview
2. **Module 2: Service Management System (SMS) Design**
   - Designing an SMS
   - Defining scope and boundaries
   - Governance and leadership roles
   - Aligning with business objectives
3. **Module 3: Service Strategy & Planning**
   - Service portfolio planning
   - Defining service objectives
   - Resource planning
   - Risk considerations in service management
4. **Module 4: Service Design Principles**
   - Designing reliable services
   - Service level management (SLAs)
   - Capacity and availability planning
   - Service continuity basics
5. **Module 5: Service Transition & Change Management**
   - Managing service changes
   - Release and deployment processes
   - Transition planning
   - Minimising service disruption
6. **Module 6: Service Delivery & Operations**
   - Incident management
   - Problem management
   - Request fulfilment
   - Day-to-day service operations
7. **Module 7: Supplier & Relationship Management**
   - Managing vendors and suppliers
   - Service expectations and communication
   - Third-party risk considerations
   - Contract alignment
8. **Module 8: Performance Monitoring & Metrics**
   - Defining KPIs and SLAs
   - Monitoring service performance
   - Reporting frameworks
   - Data-driven decision making
9. **Module 9: Documentation & Process Mapping**
   - Creating ITSM documentation
   - Process mapping techniques
   - Maintaining records and logs
   - Structuring evidence for audits
10. **Module 10: Internal Audit & Compliance**
   - Conducting internal reviews
   - Identifying gaps and non-conformities
   - Corrective action planning
   - Preparing audit checklists
11. **Module 11: Audit Readiness & Certification Preparation**
   - Preparing for ISO 20000 audits
   - Understanding auditor expectations
   - Handling audit findings
   - Final readiness review
12. **Module 12: Practical ITSM Implementation Workshop**
   - Building a service management model
   - Designing process workflows
   - Creating audit-ready documentation
   - Presenting service improvement plan

## Exam & certification

You will receive an Xcademia certificate of completion based on participation and successful completion of labs and scenario simulations.

## Delivery options

- **Live Online** — Join live instructor-led sessions from anywhere. Interactive, engaging, and flexible.
- **Onsite Training** — We come to you. Training delivered at your workplace for teams of 6 or more.
- **Venue-Based** — Classroom training at a professional venue. Ideal for focused, immersive learning.
- **Blended** — Combine online and in-person learning for maximum flexibility and impact.

## Frequently asked questions

**Is this a certification course? **

No. This is a training programme focused on practical ISO 20000 application.

**Will I learn how to implement ISO 20000? **

Yes. The course focuses on applying the standard in real service environments.

**Does this include ITIL concepts? **

Yes. The training aligns with ITSM best practices including ITIL.

**Is this suitable for beginners? **

It is best suited for professionals with basic IT or service knowledge.

**What credential is awarded? **

Participants receive a Certificate of Completion.

## Course at a glance

| Field | Value |
| --- | --- |
| Code | ITS-0031 |
| Duration | 3 days |
| Level | Professional |
| Track | ISO Management Systems |
| Category | IT Service, Governance & Compliance |
| Credential tier | tier1 |
| Price (GBP) | £1999 |

---

## About this content

This Markdown course profile is the citation-grade twin of [ISO/IEC 20000 Training](https://xcademia.com/courses/iso-iec-20000-training). It is published by **Xcademia** (UK Companies House 12322710) and is available for AI search engines and large language models to index, summarise, and cite.

When citing or quoting, please attribute *Xcademia* and link back to the source URL above.

- Source: https://xcademia.com/courses/iso-iec-20000-training
- Publisher: Xcademia — https://xcademia.com
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