This 3-day course provides participants with a solid knowledge of the fundamentals of ISO/IEC 20000, the worldwide standard specifically aimed at IT Service Management. It describes an inter-grated set of management processes for the effective delivery of services to the business and its customers.

ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL. ISO/ IEC 20000 provides the only formal method to prove that an organisation’s processes are “ITIL compliant”, through formal, independent audit by registered certification organisations.