Course Information:
This ISO/IEC 20000 Practitioner eLearning course builds on your foundation knowledge and teaches you how to apply the ISO/IEC 20000 standard in real IT service management environments. ISO/IEC 20000 is the international standard for IT Service Management (ITSM), providing a framework for planning, implementing, operating, and improving a Service Management System (SMS) that delivers high-quality IT services.
This self-paced online course focuses on practical skills and techniques that help you support and advise organizations through ISO/IEC 20000 implementation, certification readiness, and continual improvement. You will learn how to interpret the requirements of ISO/IEC 20000-1, create and evaluate service management plans, perform gap analyses, and advise on scope and applicability of the standard.
The course is ideal for IT professionals, consultants, managers, and team members who are directly involved in implementing, improving, or maintaining an IT Service Management System based on ISO/IEC 20000. Successful completion prepares you for the APMG International ISO/IEC 20000 Practitioner certification exam, demonstrating your ability to apply the standard in a practical organizational context.
Who Should Attend:
• IT service management practitioners and consultants
• IT project managers and team leads involved in SMS implementation
• Professionals supporting ISO/IEC 20000 certification efforts
• Individuals seeking advanced ISO/IEC 20000 knowledge beyond the Foundation level
Key Learning Outcomes:
• Apply ISO/IEC 20000 requirements to real-world ITSM processes
• Create and evaluate service management plans and policies
• Conduct and interpret gap analyses with improvement plans
• Advise on standard applicability, scope, and certification readiness
• Support continual improvement and use of tools for effective SMS delivery
Format:
Self-paced eLearning with flexible access and preparation for the official APMG Practitioner exam.
What is required?
At least one of the following certificates:
- ISO/IEC 20000 Foundation certificate.
- BCS ISO/IEC 20000 Foundation certificate.
- ITIL Foundation certificate.
Who is Practitioner for?
Practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.
What are the key things you will learn?
- How to assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification.
- How to explain and advise on issues regarding applicability and scope definition.
- Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the on-going demonstration of conformity to ISO/IEC 20000-1.
- How to produce and assess a gap analysis supported by an improvement and implementation plan.
- Understand, create, apply and evaluate a service management plan including the service management policy and objectives.
- Understand, create, apply and evaluate processes, procedures, process specific plans and process specific policies required by ISO/IEC 20000-1.
- Assist, advise and assess organizations on the implementation of continual improvement processes.
Exam format:
- Complex Multiple Choice
- 4 questions per paper, 20 marks available per question
- 40 marks required to pass (out of 80 available) – 50%
- Three hours duration
- Open book (a copy of Part 1 is permitted)
APMG exam vouchers for any APMG accredited course can be requested at any time after you have started your course.
When you’re ready to receive your exam voucher, simply contact info@1worldtraining.com
Exam voucher requests are typically processed within 1-2 business days. Students must request their exam voucher within the course access period which starts from the date of purchase.
Exams for APMG courses can only be taken online. APMG’s exams are managed through the ProctorU service. To take an exam via ProctorU, candidates will need to download the Guardian Browser. Installing this browser may require local administrator permission.
Exam Terms and Conditions
- Exam vouchers are non-transferable and must be used for the certification requested at time of purchase.
- Exam vouchers are only valid for the person purchasing the course and cannot be transferred.
- All Accrediting Bodies will ask to see proof of identity, such as a passport or driving licence, before candidates are able to sit their exam.
Receiving your voucher: Exam vouchers for APMG accredited course can be requested at any time after you have started your course.
Voucher validity: APMG exam vouchers are valid for one year from the date of purchase. The exam must be booked within this period.
Extending exam voucher validity: APMG exam vouchers cannot be extended beyond the validity period shown on the voucher.
Rescheduling your exam: APMG allows candidates to reschedule their exam once with no additional cost. You must reschedule the exam at least 10 days before the original exam date. APMG charge an administration fee to reschedule an exam a second time.
Taking your exam: Exams for APMG courses can only be taken online. APMG’s exams are managed through the ProctorU service. To take an exam via ProctorU, candidates will need to download the Guardian Browser. Installing this browser may require local administrator permission.
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