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ISO/IEC 20000 Practitioner Certificate Course

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Take your IT Service Management skills to the next level

The ISO/IEC 20000 Practitioner qualification, awarded by APMG will give you the expertise to lead your organisation to ISO 20000 certification.

This 3-day training course provides a practical focus on developing the skills to understand and apply the ISO 20000 standard within an organisation to achieve compliance and certification.

The course includes an exam which leads to the APMG-accredited ISO 20000 Practitioner Certificate.

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ISO/IEC 20000 Practitioner Certificate Course
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London (See venue details) Regular Price: £895.00 (GBP)Sale Price£806.00 (GBP) 
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ISO 20000 Practitioner Certificate Training in London

Achieving the internationally recognised ISO 20000 certification will clearly demonstrate to your customers, partners and suppliers that you deliver a best practice approach to IT service management (ITSM).

This 3-day course covers the interpretation and application of the ISO/IEC 20000 standard and will enable you to develop the service management capability of your organisation and assess its readiness for certification.

On successful completion of the inclusive exam, you will gain the APMG-accredited ISO 20000 Practitioner Certificate.

Who is this course for?

This Practitioner course has a wider scope than the ISO 20000 Auditor training course and is aimed at service management practitioners and ITSM consultants who wish to assist organisations in preparing for audit and certification.

What will I learn?

During this course you will gain a clear understanding of the requirements of ISO 20000 and how it can be applied to IT service management in your organisation.

View the course contents »

Day 1:

  • Principles of ITSM
  • Background to ISO Certification Scheme
  • ISO/IEC 20000-1:2011

Day 2:

  • ISO/IEC 20000-1:2011 continued
  • Applicability and Definition of Scope
  • Group Assignments & Exercises
  • ISO/IEC 20000-2 2012
  • The use and application of ISO/IEC 20000

Day 3:

  • Feedback, Review, Revision
  • ISO/IEC 20000-2 2012 continued
  • Implementation of ISO 20000
  • Summary, evaluation
  • Examination (the day finishes around 17:30)

To attain the ISO 20000 Practitioner certificate, candidates must score at least 50% in the 3 hour exam held in the final hours of the course. The ISO/IEC 20000 practitioner exam tests all syllabus topics and is an objective testing style exam, which is a complex style of multiple choice. It is an open book exam and Part 1 (only) of the ISO 20000 standard is used as a reference during the exam.

Why gain your ISO 20000 Practitioner certificate with us?

  1. This course comes with our unique pass the course guarantee. We are so certain that our training will help you pass the Practitioner exam that, if you do not, we will let you attend a future course for free (paying a repeat exam fee only).
  2. All delegates receive a free copy of Introduction to the ISO/IEC 20000 Series by Jenny Dugmore and Shirley Lacey,  and a copy of Implementing Service Quality based on ISO/IEC 20000, 3rd edition
  3. We make copies of parts 1, 2, 3 & 5 of ISO/IEC 20000 available for use during the course and you can purchase your own copies directly from us when you're ready.
  4. Comfortable, easy to access training location.
  5. Competitive pricing. 

Highly experienced trainer

Dr Geoff Harmer has over 29 years experience in the IT industry and has been awarded Chartered Engineer (CEng), Fellow of the British Computer Society (FBCS), Chartered Information Technology Professional (CITP) and Certified in The Governance of Enterprise IT (CGEIT) status. He is an accredited lecturer for ITIL with the Information Systems Examination Board (ISEB), for COBIT® with ISACA and for ISO 20000 with APMG (formerly itSMF). He is also an Associate Lecturer in Technology with the Open University (since 2000).

Are there entry requirements?

Candidates must hold the ISO 20000 Foundation Certificate or the ITIL® Foundation certificate. A copy of your certificate will need to be provided to the exam body c/o IT Governance before exam results can be released.

What's included?

This ISO 20000 Practitioner training course includes:

  • Certificate of attendance
  • Lunch and refreshments
  • All course materials (digital copy provided as PDF file)
  • The exam and examination fee

This course is non-residential, but we can help you to find a hotel close to the training venue. To take advantage of this offer, drop us an email after you book your course. This course is can also be delivered in-house.

How to book?

Book your training with us and learn everything you need to become a certified ISO 20000 practitioner:

Book Online

View available training dates and book online using the form at the top of this page.


Call us

To discuss your learning needs with our training experts.
Call us on +44 (0)845 070 1750.

Or download our booking form, complete it and fax to us on +44 (0) 1353 662667.

We accept purchase orders from local authorities, government departments, and other public sector organisations and will consider account facilities for large corporate customers. See our payment options page for details.

All bookings are subject to our terms and conditions.


"Excellent, I'm a convert!"
Roger Bennett, Thomson Reuters.

Product Rating: (4.67)   # of Ratings: 3   (Only registered customers can rate)

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Showing comments 1-3 of 3
1. John on 23/04/2014, said:

Andy - I feel a lot of the credit for us passing the exam is due to you for teaching us so well!!
Was this comment helpful? yes no   (1 people found this comment helpful, 0 did not)
2. Wayne on 05/07/2013, said:

I thoroughly enjoyed the course. Geoff is very knowledgeable, my classmates were friendly and engaging and the location and facilities were spot on.
Was this comment helpful? yes no   (1 people found this comment helpful, 0 did not)
3. Alison on 05/07/2013, said:

Good introduction to a complex topic, would recommend to others
Was this comment helpful? yes no   (1 people found this comment helpful, 0 did not)
Showing comments 1-3 of 3

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