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ISO 20000-1:2018 ITSMS Awareness

ISO 20000-1:2018 defines requirements for establishing, implementing, maintaining and continually improving a Service Management System (SMS).

It is designed to help organizations effectively manage and deliver quality IT services to customers through a systematic and comprehensive process approach.


The Standard is generic and can be adopted by all organizations, regardless of type, size or nature of the services delivered. An ITSMS supports the management of the service lifecycle and delivers value for customers, users and the organization delivering the services, contributing to the business’ continual improvement.


Learn the key principles to develop your Information Technology Service Management System with our ISO 20000-1:2018 ITSMS Awareness training course.


Aims & Objectives
  • Provide the key requirements and benefits of ISO 20000-1:2018
  • Outline the steps towards effective information technology service management


Learning Outcomes

Having successfully completed this course you will be able to:

  • Understand the key requirements and guidelines of ISO 20000-1:2018 and its structure
  • Learn the importance and benefits of an ISO 20000-1:2018 ITSMS
  • Apply methods and tools to manage technology serice management system


Who should attend?
  • Managers
  • Business professionals
  • Management system professionals
  • ISO Consultants


Prerequisite skills & knowledge: None required


Available in-house/distant learning? Yes


Created by: LiberoAssurance Continuous Professional Development Training Centre Level 1 – Accredited by Univab


ISO 20000-1:2018 Requirements
Clauses 0-3
  • Introduction
  • Scope
  • Normative references
  • Terms and definitions
Clause 4 - Context of organization
  • Understanding the organisation and its context
  • Understanding the needs and expectations of interested parties
  • Determining the scope of the service management system
  • Service management system
Clause 5 - Leadership
  • Leadership and commitment
  • Policy
  • Roles, responsibilities and authorities
Clause 6 - Planning
  • Actions to address risks and opportunities
  • Service management objectives and planning to achieve them
  • Plan the service management system
Clause 7 - Support
  • Resources
  • Competence
  • Awareness
  • Communication
  • Documented information
Clause 8 - Operation of the service management system
  • Operational planning and control
  • Service portfolio
  • Relationship and agreement
  • Supply and demand
  • Service design, build and transition
  • Resolution and fulfilment
  • Service assurance
Clause 9 - Performance Evaluation
  • Monitoring, measurement, analysis and evaluation
  • Internal audit
  • Management review
  • Service reporting
Clause 10 - Improvement
  • Nonconformity and corrective action
  • Continual Improvement


Exam & Certification
  • Exam on ISO 20000-1:2018 ITSMS Awareness
  • “ISO 20000-1:2018 Information Technology Service Management System Awareness” Certificate
Teaching Methods
  • Detailed seminar presentations
  • Terms and definitions
  • No. of slides: 114


  • Reading lists & Resources: Available in presentations


Study time allocation
  • Private study hours: 14
  • Trainer contact hours: Availability and Competence of instructors upon request
  • Enrollment Duration: 90 days (starting from the date of purchase)
  • CPD Points: 14
  • ECTS/ECVET Points: 0.5


Assessment methods


% contribution to final mark

% Minimum passing grade

Exam for ISO 20000-1:2018 Information Technology Service Management System Awareness





On successful completion of the course assessment, participants will be issued with a ‘Certificate of Success’


   100% Online course
   CPD Accredited eCertificate – Global acceptance
   Downloadable course material
   E-learning Mobile App
   Enrolment: 3 months
   Flexible schedule
   Language: English


For More Course Information Click Here


View LiberoAssurance Certificate

95,00 €


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