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ISO/IEC 20000 Practitioner Certificate Course

ISO/IEC 20000 Practitioner Certificate Course

SKU: 2134


The ISO/IEC 20000 Practitioner qualification, awarded by APMG will give you the expertise to lead your organisation to ISO 20000 certification. It provides a practical focus on developing the skills to understand and apply the ISO 20000 standard within an organisation to achieve compliance and certification.


Achieve the APMG-accredited ISO 20000 Practitioner Certificate. Exam included in the course. This course qualifies for 21 CPD/CPE points.


3 days

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Price: £995.00
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Course overview

The ISO/IEC 20000 Practitioner Certificate Course outline

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 should attend this course?

IT professionals working within an organisation that wish to implement ISO 20000, and who need to be informed about and contribute to an ongoing service improvement programme.

Job titles:

  • Systems/ Network engineer
  • Head of IT
  • IT Manager
  • IT Support
  • Service Desk
  • Service Delivery Manager


were happy with the pace of the course


found the course content to meet their expectations


agreed the course content was relevant


thought adequate course materials were provided

Course details

Course details

What does the ISO/IEC 20000 Practitioner Certificate course cover?

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.

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)

What’s included in this course?

What equipment should I bring?

The exam is an online exam. You will need to bring a ‘pop-up enabled’ laptop/tablet to the venue. Full details on how to access the exam will be provided by email 1–2 days before sitting the exam.

Your complete training programme

This course is part of our training programme. You can download your training pathway below to find your next recommended courses.

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Course duration and times

Day 1: 9:30 am – 5:30 pm
Day 2: 9:00 am – 5:30 pm
Day 3: 9:00 am – 5:30 pm

CPD/CPE points

This course is equivalent to 21 CPD/CPE points.


found the trainer was engaging


thought the trainer had good knowledge of the subject


thought the trainer answered questions adequately


thought trainer supported individual requirements

Exams and qualifications

Exams and qualifications

ISO/IEC 20000 Practitioner exam

IT Governance is a APMG Accredited Training Partner and is authorised to manage the exam for the ISO/IEC 20000 Practitioner.

This is a three-hour multiple-choice online exam. It is an open book exam and Part 1 (only) of the ISO 20000 standard is used as a reference during the exam. Candidates need to achieve a minimum of 50% to pass.

What qualifications will I receive?

APMG-accredited ISO 20000 Practitioner Certificate

How will I receive my exam results and certificates?

  • Provisional exam results will be available immediately on completion of the exam. Confirmed exam results will be issued within ten working days from the date of the exam.
  • Certificates for those who have achieved a passing grade will be issued within ten working days from the date of the exam.
  • Results notifications and certificates are sent directly to candidates by the relevant exam board in electronic format; please note that hard copy exam certificates are not issued.

Can exams be retaken?

Yes, if you are unsuccessful on the first attempt you can retake the exam for an additional fee. You can email us to schedule the retest for the exam.



Are there any prerequisites for this course?

It is mandatory that all delegates must hold either the ITIL Foundation Certificate or the ISO 20000 Foundation Certificate to qualify to sit the Practitioner examination and attend the training course.

Is there any recommended reading?

We recommend you read the following books which are included in the course price:

Based on delegate feedback

  • 100% would recommend this course to a colleague
  • 95% were happy with the thoroughness of the course
  • 100% agree the trainer has good knowledge of the course material

"Excellent, I'm a convert!"

- Roger Bennett, Thomson Reuters

Customer Reviews

(4.67)stars out of 5
# of Ratings: 3
1. on 23/04/2014, said:
5 stars out of 5
Andy - I feel a lot of the credit for us passing the exam is due to you for teaching us so well!!
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(4 people found this comment helpful, 0 did not)
2. on 05/07/2013, said:
5 stars out of 5
I thoroughly enjoyed the course. Geoff is very knowledgeable, my classmates were friendly and engaging and the location and facilities were spot on.
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(3 people found this comment helpful, 0 did not)
3. on 05/07/2013, said:
4 stars out of 5
Good introduction to a complex topic, would recommend to others
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(3 people found this comment helpful, 0 did not)
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