Level 1 – Introduction
Typical Courses:
- ISO/IEC 20000-1 Awareness On-Demand Training
- ISO/IEC 20000-1:2018 Requirements (TPECS)
Learning Outcomes:
- Understand the purpose and benefits of a Service Management System (SMS).
- Learn the structure and key clauses of ISO/IEC 20000-1:2018.
- Recognise the importance of service management in delivering value to customers.
- Understand how your role contributes to SMS objectives and conformance.
- Gain foundational knowledge to support further learning and implementation.
Level 2 – Intermediate
Typical Courses:
- ISO/IEC 20000-1:2018 Implementation Training Course
- ISO/IEC 20000-1:2018 Internal Auditor (TPECS)
Learning Outcomes:
- Apply ISO/IEC 20000-1 requirements to service lifecycle processes.
- Understand planning, design, transition, delivery, and improvement of services.
- Conduct internal audits using ISO 19011 guidelines.
- Develop and maintain SMS documentation and improvement plans.
- Prepare for third-party certification and integrate SMS with other systems.
Level 3 – Advanced
Typical Courses:
- ISO/IEC 20000-1:2018 Lead Auditor Training Course (TPECS)
- CQI & IRCA Certified ISO/IEC 20000-1:2018 Lead Auditor Online Course
Learning Outcomes:
- Plan, conduct, and report third-party audits of SMS.
- Lead audit teams and manage audit programmes.
- Interpret ISO/IEC 20000-1 in complex service environments.
- Align SMS with strategic business goals and IT governance.
- Demonstrate conformance for certification and continual improvement.
Recommended Accreditation
- BSI Auditor Qualifications: Industry-recognised credentials at multiple levels.
- CQI & IRCA: Globally recognised for lead auditor certification.
Accredited Provider
- BSI Training Academy: Offers tutor-led, virtual, and on-demand training with internationally recognised certificates.
Who Should Attend
- IT and service management professionals
- Internal auditors and SMS implementers
- Managers overseeing service delivery and support
- Individuals seeking auditor certification
- Organisations preparing for ISO/IEC 20000-1 certification
