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Learn the keys to ISO 20000® success.

In this intensive, case-study-oriented workshop designed for those involved in the ISO/IEC 20000® implementation process and those who would like to better understand the details of implementation, you'll use practical examples and real-life case studies to guide participants through the implementation route and prepare for the audit. Explore the benefits of achieving ISO/IEC 20000® certification and gain insight into how to plan for the certification. Get pointers for making a business case for internal approval and examine approaches to implementation and potential issues that need to be managed to achieve ISO/IEC 20000®.

What You'll Learn

  • Principles of Service Management
  • Benefits of applying ISO/IEC 20000® processes
  • Implementation route to achieve ISO/IEC 20000®
  • Relationships among different Service Management processes.
  • What ISO/IEC 20000 means from a practical, real-world perspective
  • Benefits of achieving ISO/IEC 20000® certification
  • Assess where you are now and what needs to be done to achieve certification
  • Define your path toward implementing ISO/IEC 20000®
  • Relationships among different Service Management processes
  • What is required for an ISO/IEC 20000® audit
  • Scope an implementation program for ISO/IEC 20000®
  • Approaches to achieving ISO/IEC 20000®
  • Requirements of Part 2 of ISO 20000®

Who Needs to Attend

Quality managers, IT support staff, IT consultants, IT process consultants, key business users, IT auditors, quality consultants, IT service providers, purchase managers, senior managers, IT service managers, and service improvement program and project managers.


  • ITIL ®Foundation certificate
  • At least 3-5 years of experience managing or auditing IT

Course Outline

1. Introduction to Service Management

2. Introduction to ISO/IEC 20000®

3. Overall Requirements for Service Management

4. The Management System

5. Planning and Implementing Service Management

6. Planning and Implementing New or Changed Services

7. Service Delivery Processes

8. Relationship Processes

9. Resolution Processes

10. Control and Release Processes

11. Route to Achieving ISO/IEC 20000® Certification and Its Benefits

12. Overview and Benefits of ISO/IEC 20000®

13. Overall Management Requirements of ISO/IEC 20000®

14. Planning the Journey to ISO/IEC 20000®

15. ISO/IEC 20000® Service Delivery Processes

16. ISO/IEC 20000® Relationship Processes

17. ISO/IEC 20000® Resolution Processes

18. ISO/IEC 20000® Control and Release Processes

19. Implementation to Achieve ISO/IEC 20000®

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ITEgyptCorp provides a corporate setting to experience intense hands-on learning. Our ten training labs can be adapted to meet the most diverse of training needs. Theses labs are also open to students any time a class is not in session..