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PECB ISO 20000:2011 Introduction

Introduction to the implementation of an Information Technology Service Management System (ITSMS) based on ISO 20000



This one-day training enables participants to be familiar with the basic concepts of implementation and management of a Service Management System (SMS) as specified in ISO/IEC 20000-1:2011. The participant will learn the different components of a SMS, including the SMS policy, measuring performance, management’s commitment, internal audit, management review and continual improvement.


Who should attend?

  • IT Professionals wanting to gain a comprehensive knowledge of the main processes of an Information Technology Service Management System (ITSMS)
  • Staff involved in the implementation of the ISO 20000 standard
  • Expert advisors in IT
  • Managers responsible for implementing an ITSMS
  • Auditors


Learning objectives

  • To understand the fundamentals of IT management
  • To know the interrelationships between ISO/IEC 20000-1:2005 and ISO/IEC 20000-2:2005
  • To know the key components of an IT Service Management System in an ISO/ 20000 context
  • To introduce the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System in accordance with ISO 20000
  • To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
  • To understand the stages of the ISO 20000 certification process


 Course Agenda

  • Introduction to the ISO 20000 family of standards family
  • Introduction to management systems and the process approach
  • Presentation of main processes of an ITSMS
  • Implementation phases of the ISO 20000 framework
  • Continual improvement of IT management
  • Conducting an ISO 20000 certification audit



Exam and certification

General Information

  • A student manual containing over 100 pages of information and practical examples will be distributed to participants.
  • A participation certificate will be issued to participants.

1.750,00 kn + VAT

 ZIH d.o.o., tel:  01/4855-271, 4855-273, fax: 01/4855-272, e-mail: