Learning Marketplace

Understanding ISO/IEC 20000-1:2011

ISO/IEC 20000-1:2011 is the ISO Standard for IT Service Management. It provides an assessment framework and specification for the adoption of an integrated approach to effectively deliver managed IT services to meet business and customer requirements. This intensive 1-day course provides students with the necessary understanding of the ISO/IEC 20000-1:2011 requirements. The course also discusses the benefits of implementing an IT Service Management system and how conformity to ISO/IEC 20000-1:2011 will impact the day-to-day operations of IT personnel and the organization as a whole. Additionally, the course discusses the differences between BS 15000-1:2002 and ISO/IEC 20000-1:2011.

Learning Objectives:

  • Understand the Purpose of ISO/IEC 20000-1:2011
  • Understand the Role of Service Management Processes
  • Understand the Individual Requirements of ISO/IEC 20000-1:2011 and How They Apply to IT Service Management Systems
  • Learn Basic ISO/IEC 20000-1:2011 Implementation Steps
  • Understand the ISO/IEC 20000-1:2011 Certification Scheme

Course Materials:

Students receive comprehensive course manuals with reference materials.

Who Should Attend:

  • Staff tasked with managing, implementing, or operating within an IT Service Management System
  • Consultants and others who wish to gain an understanding of ISO/IEC 20000-1:2011


This is an introductory course designed for individuals with little or no previous knowledge of ISO/IEC 20000-1:2011. However, basic knowledge of IT service management is highly recommended.

Course Logistics:

Certificates of attendance are provided at the conclusion of the course. Student : Instructor Ratio - 20:1