ISO 20000 Awareness Training

Name: ISO 20000 Awareness Training
Rating: 4.3 (5 reviews)

Mastering the Fundamentals of IT Service Management with ISO 20000: Structure, Implementation, and Certification

Created byMahmoud Aboelhassan

Last updated 5/2025

English

What you'll learn

Key benefits of implementing ISO 20000 in organizations
Understanding ISO 20000-1 (Requirements) and ISO 20000-2 (Guidance)
Aligning IT services with business objectives through SMS
Key ITSM Processes as per ISO 20000
Implementation Roadmap
ISO 20000 Certification Process

Course content

4 sections • 8 lectures • 1h 55m total length

Introduction12:45
By the end of this lecture, students will be able to understand the fundamentals of ISO 20000 and its role in IT Service Management (ITSM). They will be able to describe the structure and key clauses of the standard, explain how a Service Management System (SMS) is established and maintained, and identify the core ITSM processes required for ISO 20000 compliance. Students will also gain the skills to participate in ISO 20000 implementation, contribute to internal audits, and support continual service improvement within their organization.

ISO 20000 Structure and Requirements12:28
Students will be able to identify the structure of ISO 20000, explain key clauses, and apply standard requirements to support ITSM compliance and continual improvement.
What is the IT Service Management System (SMS)11:28
Students will be able to define SMS, explain its role in aligning IT with business goals, identify documentation needs, and describe governance and accountability in IT service management.
What are the Key IT Service Management (ITSM) Processes?14:31
This lecture explores the core ITSM processes covered in ISO 20000. It focuses on aligning IT services with business needs, managing service levels, ensuring service continuity, and protecting IT assets and data.
Students will be able to identify and explain key ISO 20000 ITSM processes, such as service portfolio, SLA, incident, change, availability, asset, and security management, and understand their business impact.

ISO 20000 Implementation Steps14:16
This lecture provides a practical guide to implementing ISO 20000, including how to perform a gap analysis, develop a roadmap, assign roles, integrate with ITIL, and monitor key ITSM performance indicators.
Students will be able to conduct a gap analysis, plan ISO 20000 implementation, define roles, align with ITIL, and monitor KPIs to ensure continual ITSM improvement.
ISO 20000 Certification Process20:18
This lecture outlines the full certification journey, from internal audits and gap assessments to external certification stages, including how to prepare documentation, address challenges, and ensure audit readiness.
Students will be able to describe certification steps, conduct internal audits, prepare for external assessments, and resolve compliance challenges to achieve ISO 20000 certification.
ISO 20000 Roles and Responsibilities16:21
This lecture explains the roles and responsibilities of top management, IT teams, service desk staff, and process owners in ISO 20000 implementation, with emphasis on accountability, compliance, and continual improvement.
Students will be able to define stakeholder roles, promote employee involvement, support PDCA-based improvement, and ensure compliance through proper governance and training in ISO 20000.
ISO 20000 Case Studies & Real-World Applications13:01
This lecture highlights real-world ISO 20000 implementation examples across industries. It covers success stories, common challenges, key lessons learned, and strategies to improve ITSM efficiency and compliance.
Students will be able to analyze real ISO 20000 use cases, identify implementation challenges, and apply proven strategies to enhance ITSM performance and ensure standard compliance.

Requirements

Awareness of IT Service Management (ITSM)

Description

The ISO 20000 Awareness Training course is designed to equip professionals with a comprehensive understanding of the international standard for IT Service Management (ITSM). ISO/IEC 20000 provides a structured framework to ensure that IT services are aligned with business needs, consistently delivered, and continuously improved. This course is ideal for IT managers, service desk staff, compliance officers, internal auditors, and anyone involved in the planning, implementation, or management of IT services.

Throughout the course, learners will explore the structure of ISO 20000, including ISO 20000-1 (requirements) and ISO 20000-2 (guidelines). They will gain deep insights into the key clauses of the standard, such as scope, leadership, service delivery, performance evaluation, and continual improvement. The course also covers how to build a Service Management System (SMS), align IT services with business goals, document policies and procedures, and define governance and accountability roles.

Participants will learn about the most critical ITSM processes including Incident Management, Change Management, Service Level Management, and Information Security. The training provides step-by-step guidance on ISO 20000 implementation, from gap analysis and roadmap development to audit preparation and certification. Case studies and real-world examples will demonstrate how organizations have successfully applied the standard to improve service quality and efficiency.

The course concludes with a knowledge assessment to ensure learners are prepared to contribute to ISO 20000 initiatives in their organizations. By the end, students will be able to confidently support ISO 20000 implementation, compliance, and continuous service improvement.

Who this course is for:

IT Managers and IT Service Leaders
Process Owners and ITSM Practitioners

ISO 20000 Awareness Training

What you'll learn

Explore related topics

Course content

Introduction1 lecture • 13min

ISO 20000 Structure and Requirements3 lectures • 38min

Implementation Roadmap and Certification Process4 lectures • 1hr 4min