ISO/IEC 20000 Practitioner


ISO/IEC 20000


Learning Objectives

Candidates should understand and be able to apply and analyze the content of ISO/IEC 20000 within currently certified organizations or those wishing to implement an SMS in preparation for initial certification.

Understand the purpose, use and application of Parts 1, 2, 3 and 5 of the standard

Assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification

Understand, explain and advise on issues regarding applicability and scope definition

Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices

Explain and apply the requirements of ISO/IEC 20000-1

Explain the use of technology and tools to support the

Advise and assist in ISO/IEC 20000 certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1

Target Group

ISO/IEC 20000 Practitioner  qualification is aimed at :

Practitioners, managers.

Consultants involved in an SMS Implementation.

Consultants on-going activities based on ISO/IEC 20000.


After attending the ISO/IEC 20000 Practitioner you will be able to:

• Participate in or lead ISO/IEC 20000 certification projects.

• Undertake gap assessments of conformity

• Develop scoping statements and assess applicability.

• Implement a conformant SMS.

The Purpose

To confirm whether the candidate has achieved sufficient understanding of ISO/IEC 20000 and its application to be able to analyze and apply their knowledge to a range of activities that would support organizations in conforming to the requirements of ISO/IEC 20000-1, and achieving and retaining ISO/IEC 20000 certification.

Format of the Examination:

Type: 80 MCQ

Duration: 180 minutes

Supervised: Yes

Open Book: the ISO/IEC 20000 Manual only

Pass Score: 40/80 %50

Delivery: Paper

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