ISO 20000 Course
Master ISO 20000 standards to create a strong service management system. This course teaches you to design SMS frameworks, handle changes and incidents effectively, set up SLAs with availability and continuity plans, conduct audits, and drive continual improvement. Boost IT service quality, reliability, and customer satisfaction through practical, certification-ready strategies.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
Gain hands-on skills to build and manage an ISO 20000-compliant service management system. Cover essential requirements like SMS scope, service catalogues, SLAs, availability targets, business continuity, plus change, configuration, and release processes. Excel in incident, problem, and request management, develop strong KPIs and dashboards, and use PDCA cycles, audits, and governance for certification and ongoing enhancements.
Elevify advantages
Develop skills
- Design ISO 20000 SMS by setting scope, roles, service catalogue, and controls.
- Implement incident, problem, and request processes to meet ISO 20000 standards.
- Manage changes, configurations, and releases using CMDB and CAB practices.
- Develop SLAs, availability, and continuity plans with KPIs and monitoring.
- Conduct ISO 20000 audits, reporting, and improvements via PDCA cycle.
Suggested summary
Before starting, you can change the chapters and workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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