ISO 20000 Practitioner | APMG

ISO 20000 Practitioner | APMG

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1 695,24 €



Av. Visconde de Valmor, 66, 4º

Av. Visconde de Valmor, 66, 4º

1050-242 Lisboa


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Know how to apply SMS concepts to achieve the objectives and requirements of ISO/IEC 20000 with ISO 20000 Practitioner Live online Training

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Know how to apply SMS concepts to achieve the objectives and requirements of ISO/IEC 20000 Introduction

This three-day, APMG ISO/IEC 20000 Practitioner course, prepares the participants to achieve a sufficient understanding of ISO/IEC 20000 and its application to be able to analyse 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.


Training Methodology

This training is based on both theory and practice:

Presentation of the subjects, content and group discussions;

Mock/Simulation exam as preparation for the completion of the certification exam

To benefit from the practical exercises, the number of training participants is limited

AudienceThis course is aimed at practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.


Learning Objectives At the end of the course the participant should understand:

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, ITIL® , and related standards, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000

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

Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the on-going demonstration of conformity to ISO/IEC 20000-1

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

Produce and assess a gap analysis supported by an improvement and implementation plan

Understand, create, apply and evaluate a service management plan including the service management policy and objectives

Understand, create, apply and evaluate processes, procedures, process specific plans and process specific policies required by ISO/IEC 20000-1

Assist, advise and assess organizations on the implementation of continual improvement processes


Introduction and background to ISO/IEC 20000 and certification

The content, use and application of Part 1

Applicability and the definition of scope

ISO/IEC 20000 How can you use it and achieve it?

Mock exam and review

Exam - APMG, ISO/IEC 20000 Practitioner


The ISO/IEC 20000 Practitioner exam fulfills the requirements of the certification scheme of APMG, ISO/IEC 20000 Practitioner, and the knowledge and skills necessary for the Practitioner level are according to the following areas of ISO/IEC 20000 Practitioner Syllabus:

OV - Overview of ISO/IEC 20000 and related best practices, standards and schemes

MS - Service management system general requirements

DR - Service delivery and relationship processes

CO - Design and transition of new or changed services, control and resolution processes

AC - Achieving ISO/IEC 20000 certification

This objective scenario-based exam contains four questions, each covering a different syllabus area or combination of syllabus areas. Each of the four questions contains 20 question lines, each of which attracts 1 mark, giving a total of 80 marks.

Styles of question: There are five different types of questions: Classic Multiple Choice; Multiple Response; Matching; Assertion/Reason; and, Sequence Matching

Exam duration: 3 hours

Pass mark: 50% (40/80)

Exam type: Open Book (A copy of ‘ISO/IEC 20000-1’ is permitted)


After successfully completing the exam, participants will be granted the qualification of APMG, ISO/IEC 20000 Practitioner

A certificate will be issued to participants who successfully passed the exam

General InformationTraining in Portuguese or English language.

Online training material in English, with online access.

Behaviour® Participation Certificate with 35 CPD/CPSE credits.

An BEHAVIOUR®, accredited APMG ATO, official certificate will be issued to participants.

APMG, ISO/IEC 20000 Practitioner Certification exam

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