Description of the ISO 20000 Service Management Course


Participants will gain an understanding of the ISO/IEC 20000 specification for Service Management. On completion of this seminar, participants will be able to:

  • Demonstrate an understanding of the ISO 20000-1 specification for Service Management in South Africa
  • Communicate the requirements for ISO 20000-1 certification 
  • Guide organizations on the preparation for ISO 20000-1 certification
  • Assess the readiness of an organization for ISO 20000-1 certification
  • Assist an organization prepare for its ISO 20000-1 compliance audit. 


Participants will learn through discussion and practical examples how to implement an integrated approach to effectively deliver managed services in accordance with the ISO 20000 specification.

This seminar includes topics about:

  • Overview of the ISO/IEC 20000
  • The scope of managed services
  • An integrated process approach to effectively delivering managed services 
  • Determining business and customer requirements
  • The service management processes (delivery and support)
  • Constructing a management system for managed services
  • The service management policy
  • The service management objectives
  • Management of improvements
  • Management activities to be performed
  • ISO 20000 management system documentation requirements
  • Roles, responsibilities, competence and training
  • Planning and implementing service management
  • Monitoring, measuring and reviewing service management processes and service management outcomes
  • Continual improvement
  • Communication and training
  • Service management process assessment
  • Service management system audit guidelines
  • Conducting a document review
  • Conducting the on-site audit against ISO 20000-1 specifications.