ISO IEC 20000 Practitioner

This qualification is aimed at practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.

• Understand the purpose, use and application of Parts 1, 2, 3 and 5 of the standard
• Assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification
• Understand, explain and advise on issues regarding applicability and scope definition
• Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITIL, and related standards, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000
• Explain and apply the requirements of ISO/IEC 20000-1
• 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
• Advise and assist in ISO/IEC 20000 certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1
• Produce and assess a gap analysis supported by an improvement and implementation plan
• Understand, create, apply and evaluate a service management plan including the service management policy and objectives
• Understand, create, apply and evaluate processes, procedures, process specific plans and process specific policies required by ISO/IEC 20000-1
• Assist, advise and assess organizations on the implementation of continual improvement processes
• Advise, prepare and analyse organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG certification scheme

• The pre-requisite for this qualification is the APMG ISO/IEC 20000 Foundation which is specifically designed as preparation for this Practitioner qualification or the ITIL Foundation qualification.
• APMG mandate that proof of ID is required from all delegates prior to taking the exam.

• Understand the purpose, use and application of Parts 1, 2, 3 and 5 of the standard
• Assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification
• Understand, explain and advise on issues regarding applicability and scope definition
• Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITIL, and related standards, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000
• Explain and apply the requirements of ISO/IEC 20000-1
• 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
• Advise and assist in ISO/IEC 20000 certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1
• Produce and assess a gap analysis supported by an improvement and implementation plan
• Understand, create, apply and evaluate a service management plan including the service management policy and objectives
• Understand, create, apply and evaluate processes, procedures, process specific plans and process specific policies required by ISO/IEC 20000-1
• Assist, advise and assess organizations on the implementation of continual improvement processes
• Advise, prepare and analyse organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG certification scheme