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ISO/IEC 20000 Practitioner

Exam Included

Online exam worth £130

Take anytime within 12 months

Bundle Available

Book both the Foundation & Practitioner courses at the same time and save!

Contact us for more information.

Post Course Support

Contact our team of subject matter experts for any additional support you may need to help prepare for your exam.

Study Materials

You’ll have access to eBooks for 12 months via a market leading digital platform. Physical materials available on request.

99% Pass Rate

Our tutors are also subject matter experts. Combined with our post-course support, you’re in safe hands.


3 days

Start Time

9:00 am

End Time

4:30 pm

Prices From

£1105+ vat

ISO 20000 Practitioner Training
ISO 20000 Training




What To

What Is


What is ISO/IEC 20000

ISO/IEC 20000 is an international standard that allows organisations to demonstrate excellence and prove best practice in IT Service Management (ITSM). The standard allows IT service providers (internal or external) to achieve conformance to a service management system that requires them to continually improve their delivery of IT services and aligns with the ITIL best practice framework. ISO/IEC 20000 includes the design, transition, delivery and improvement of services that fulfil requirements and provide value for both the customer and service provider.

Enable and demonstrate best practice in IT Service Management with ISO/IEC 20000 certification

For Individuals:

By becoming certified, an individual is demonstrating their ability to understand the relationship between the ISO/IEC 20000 standard and ITSM, and the ability to use best practices in ITSM to apply appropriate methods within an organisation.

  • ISO/IEC 20000 certifies an individual as an ITSM professional – able to enhance an organisations capabilities by utilising the ISO/IEC 20000 standard.
  • ISO/IEC 20000 training courses are delivered only by APMG International accredited training providers – self study options can also be available
  • APMG International accredits training providers delivering ISO/IEC 20000 training courses and exams
  • KnowledgeAdd is an accredited training provider for ISO/IEC 20000 training courses and exams

For businesses:

  • ISO/IEC 20000 certification confirms an organisation has an advanced ITSM approach – in accordance with a globally recognised standard
  • ISO/IEC 20000 certification is performed only by APMG appointed Registered Certification Bodies (RCBs)
  • KnowledgeAdd is able to provide training and certification to auditors who work for RCBs

ISO/IEC 20000 is the international standard specifically for IT Service Management. IT describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.

ISO/IEC 20000 for individuals has three separate tiers, Foundation, Practitioner, and Auditor. The ISO/IEC 20000 Foundation training course will teach how the standard operates in a typical IT service provider. This includes, the fundamental requirements for continual improvement, the processes, their objectives and high level requirements, and much much more. The ISO/IEC 20000 Practitioner training course will teach how to apply the content of the ISO/IEC 20000 standard within the IT service provider. The ISO/IEC 20000 Auditor training course teachers the principles of ITSM and the requirements of ISO/IEC 20000-1:2011 enables Auditors to go on to successfully audit organisations against the ISO/IEC 20000 standard.

To see what other ISO/IEC 20000 training courses KnowledgeAdd have available, please click here.

To find out more information about the Examination Institute APMG International for ISO/IEC 20000 exams, please click here.

KnowledgeAdd Ltd are an affiliate of The Grey Matters.

Suitable For:

ISO/IEC 20000 Practitioner training is suited to people working within a service provider environment that require a practical understanding of the ISO/IEC 20000 standard. This includes ITSM practitioners, managers, and consultants as well as people already  working within service providers who hold ISO/IEC 20000 certification at an organisational level, or people working for service providers who are considering its implementation.

Learning Outcomes:

This course will enable participants to understand:

  • What are the key things you will learn?
  • Assist, advise and assess organizations on the implementation of continual improvement processes.
  • Understand, create, apply and evaluate processes, procedures, process specific  plans and  process specific policies required by ISO/IEC 20000-1.
  • Understand, create, apply and evaluate a service management plan including the service management policy and objectives.
  • How to produce and assess a gap analysis supported by an improvement and implementation plan.
  • Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the on-going demonstration of conformity to ISO/IEC 20000-1.
  • How to explain and advise on issues regarding applicability and scope definition.
  • How to assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification.

What to Expect:

All KnowledgeAdd courses are currently run virtually via an online learning platform.

Learners can expect to be part of a safe and relaxed environment when attending our courses. We encourage learners to share their webcams with the group, as this creates a more open and engaging learning experience for many. However, we appreciate that not everyone is comfortable with this, and that is absolutely fine!

During the course, your trainer will guide you through the relevant content and ensure that everything you need to know in order to pass the exam is covered.

Following completion of the course, you will be issued with an exam voucher which can be redeemed anytime with APMG International online, within 12 months.


  •     Complex Multiple Choice
  •     4 questions per paper, 20 marks available per question
  •     40 marks required to pass (out of 80 available) – 50%
  •     Three hours duration
  •     Open book (a copy of Part 1 is permitted)
  •     Proof of an existing certificate in ITIL Foundation or ISO/IEC 20000 Foundation will be required before results are released

What is Included:

Along with 3 days of instructor-led training, all learners will also benefit from:

  • An exam voucher to take the ISO/IEC 20000 Practitioner exam online with APMG International anytime within 12 months
  • Up to an hour of one-to-one time with your trainer within 90 days of the course end date
  • Part 1 of the ISO/IEC 20000 standard in eBook form

Course Running Dates: