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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.

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.

How to Book:

Simply book online to receive your booking confirmation and full joining instructions within 48 hours. 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.

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Course Locations

Price: £895.00
ex vat
call to book via purchase order


Take your IT Service Management skills to the next level’

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.

Course Agenda

Course Timetable:

  • Day 1: 09.30 – 17.30
  • Day 2: 09.00 – 17.30
  • Day 3: 09.00 – 17.30

What will you learn on this course?

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)

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 ISO/IEC 20000 - A Pocket Guide, Second edition 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. 


 100% Would recommend this course to a colleague  100% Were happy with the instructors style and presentation skills
 95% Were happy with the thoroughness of the course  100% Agree the instructor had te ability to answer questions clearly and completely
 100% Agree the trainer had good knowledge of the course material  90% Rated the training material very good

Based on delegate feedback from 2017/2018.

Are there entry requirements?

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.

Exam results and certificates

  • Where exams are taken online (either remotely or by computer in the classroom), provisional exam results will be available immediately on completion of the exam. Confirmed exam results will be issued within 10 working days from the date of the exam.
  • Where exams are done in paper form, we aim to make confirmed exam results available within 10 working days from the date of the exam.
  • For both online and paper exams, certificates for those who have achieved a passing grade will be issued within 10 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.

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.

"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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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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