ISO 20000 2018 Course: IT Service Management System

ISO 20000 Online Training

Feeling overwhelmed by ISO 20000 implementation? You’re not alone—but don’t worry, we’ve got your back! Our video tutorials are designed to make ISO/IEC 20000-1:2018 simple, practical, and easy to follow. Think of this course as a friendly conversation—no technical overload, no corporate speak—just clear, step-by-step guidance to help you understand and apply service management best practices.

Whether you’re just starting or looking to improve your existing ITSM framework, we’ll walk you through everything you need to know to align with the standard and deliver consistent, quality IT services.

Let’s make ISO 20000 your secret weapon for smarter service delivery and higher customer satisfaction. Let’s get started!

ISO 20000-1:2018 Online Training Requirements

• Technical Requirements: A stable internet connection, audio (headphones or speakers), and a modern web browser.
• Course Materials: You’ll gain access to ISO 20000 templates, implementation checklists, policy samples, and guidance materials—all downloadable from the course platform.
• Time Commitment: Plan to spend around three to five hours on the course, with the flexibility to go at your own pace.

ISO 20000 Online Training Target Audience

• IT Service Managers and Team Leads

• Quality and Compliance Officers

• Service Desk and Support Staff

• IT Auditors and Risk Managers

• Consultants and Trainers in IT Service Management

• Anyone involved in designing, delivering, or improving IT services

ISO 20000 Online Training Key Benefits

• Clear, Practical Guidance: We simplify complex service management concepts into clear, actionable steps for real-world implementation.
• Interactive Learning: Each module includes quizzes, examples, and practical tools to reinforce what you’ve learned and help you apply it effectively.
• Real-World Application: Learn how to build and manage an ISO 20000-compliant ITSM system that enhances service quality, reliability, and customer trust.

ISO 20000 Online Training Outline

Introduction to ISO 20000-1:2018

• Get to know the purpose, scope, and benefits of the standard, and how it supports structured, effective IT service delivery.

Context of the Organization (Clause 4)

• What You’ll Learn: Identify internal and external issues, understand customer and stakeholder expectations, and define the scope of your service management system (SMS).

Leadership (Clause 5)

• What You’ll Learn: Discover how leadership drives service excellence through defined roles, responsibilities, and a commitment to continual improvement.

Planning (Clause 6)

• What You’ll Learn: Master risk-based thinking, objective setting, and planning for changes that keep your services aligned with business needs.

Support of the SMS (Clause 7)

• What You’ll Learn: Explore key enablers like competence, communication, documentation, and resources that support your service management system.

Operation of the SMS (Clause 8)

• What You’ll Learn: Dive into the heart of ITSM, including service design, delivery, incident and problem management, service continuity, and change management.

Performance Evaluation (Clause 9)

• What You’ll Learn: Understand how to measure service effectiveness, conduct internal audits, and drive improvement based on real data.

Improvement (Clause 10)

• What You’ll Learn: Learn how to respond to service issues, implement corrective actions, and maintain a cycle of continual improvement across your IT services.