ISO20000 implementation boosts business by increasing customer satisfaction


Ely, England, 6 February 2012 – Those familiar with ISO/IEC 20000, the international IT Service Management standard, will agree that it aims to enable IT organisations to ensure that their IT service management processes are aligned with the needs of the business. Over the last year ISO20000 has gained momentum, with Virgin Media becoming the most recent blue chip company to achieve certification in November 2011.

Alan Calder, CEO of IT Governance, explains, “By going through the process of formal certification organisations automatically demonstrate to their prospective and existing customers a commitment to improved IT service management systems. In the current economic climate, customers are looking to cut costs and they are becoming more selective in terms of their providers. Implementing ISO20000 not only improves the processes and practices within an organisation, but it also reassures customers that the company is efficient, reliable and trustworthy. Organisations that are ISO/IEC 20000 certified can expect to see more repeat business due to improved customer experience.”

The growing interest in ISO20000 implementation increases the need for organisations to take on board qualified practitioners who will be immediately effective in any ISO20000 project.

Calder continues, “As an established training provider we have seen a steady demand for ISO20000 Practitioner training in 2011. The driver for this appears to be the need for commercial organisations to ensure that they have implementation managers who fully understand the ISO20000 compliance process. Furthermore, companies are looking for qualifications from recognised examination bodies.

The ISO 20000 Practitioner Certificate Course is ideal for all IT(SM) practitioners who assist organisations in preparing for audit/certification to ISO20000.

The three-day ISO 20000 Practitioner Certificate Course combines theory and practice in an engaging way. It covers the interpretation and application of the ISO20000 standard and enables delegates to develop the service management capability of an organisation and assess its readiness for certification. Delegates who pass the test at the end of the course are awarded an APMG-accredited ISO 20000 Practitioner Certificate. The next sitting takes place on 27-29 February in London. There are still a few places available at £100 off the standard price.

Organisations can book delegates onto this course online: Course places can also be booked directly with the friendly, helpful IT Governance service centre team on telephone number +44 (0)845 070 1750. Larger organisations can make bookings or purchases with a purchase order, either by telephone or by e-mail, to We welcome overseas delegates on all our courses and can provide guidance on travel and hotel arrangements.

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