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Implementing ISO/IEC 20000-1:2011

BSI's "Implementing ISO/IEC 20000-1:2011" course introduces the concepts needed to understand, develop, and implement an IT Service Management System. The standard 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 course provides students with the necessary understanding of ISO/IEC 20000-1:2011 and guidance for implementing an IT Service Management system that is compliant with the standard and meets certification requirements. Experienced instructors explain how to integrate the standard during system implementation, prepare for audits, and achieve ISO/IEC 20000-1:2011 registration. Exercises prepare students to identify key requirements and create required documentation.

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
  • Understand How the Requirements of ISO/IEC 20000-1:2011 Apply to IT Service Management Systems
  • Build an Efficient and Effective IT Service Management System
  • Learn Best Practice Processes to Implement each Clause of ISO/IEC 20000-1:2011
  • Learn Tips for Winning Employee and Management Support
  • Prepare for an Audit
  • Plan for Registration

Course materials:

Students receive comprehensive course manuals with reference materials.

Who should attend:

  • Anyone involved in defining, planning, or implementing an ISO/IEC 20000-1:2011 IT service management system
  • Management representatives
  • Implementation team members


This is an introductory course designed for individuals with little or no previous knowledge of implementing a management system. The basics of ISO/IEC 20000-1:2011 will be covered in full detail.