Secure Your Business

CIS Course: ISO 20000 Practitioner

The contents of this three-day seminar conform to the guidelines of APMG.

Target group:

  • ITIL Representatives, Project Managers and Consultants aligning organizations acc. to ISO 20000 and/or preparing them for ISO 20000 certification;
  • external or internal auditors that want to conduct audits or assessments within the organizations: both in the preparatory phase for ISO 20000 certification and during ongoing operations for monitoring conformity to the standard.


  • As an ISO 20000 Practitioner, you combine technical knowledge of IT processes with the competence to implement, control and continually improve a management system acc. to           ISO 20000 and to enable its integration with other ISO Standards.
  • This qualification provides you with the skills enabling you to assume system responsibility.      This is often a stepping stone for the further IT career.

Basic requirements:

  • ITIL Foundation Certificate in IT Service Management (ITSM)
  • good communication skills
  • at least 3 years’ job experience in IT
  • at least 3 years’ job experience in implementing / operating service                                  management processes or projects



Persons that have successfully completed this course will be presented an “ISO 20000 Practitioner Certificate” by APMG and CIS. They will be capable of implementing their in-depth knowledge of the requirements placed by ISO 20000 within organizations, of preparing organizations to certification and

of driving the continual improvement process within organizations.



Day 1

  • introduction: backgrounds of ISO 20000, certification scheme
  • ISO 20000 Part 1 in Detail (1): Terminology, the Management System, Planning and Implementing Service Management and New and Changed Services
  • ISO 20000 Part 1 in Detail (2): Service Delivery Processes
  • Assignment 1 and Review
  • ISO 20000 Part 1 in Detail (3): Relationship, Resolution, Control and Release Processes, Objectives and Relationships
  • Trial Test Multiple Choice (1)


Day 2

  • Repetition
  • ISO 20000 Part 2: Detail and Application
  • ISO 20000 Part 2: Detail and Application (cont’d)
  • Overview of Scoping and Eligibility Issues ISO 20000: Using it and Achieving it
  • Individual Written Sample Assignment
  • Trial Test Multiple Choice (2) and Review


Day 3

  • Review Individual Sample Written Assignment
  • Typical Toolsets in Use
  • Scoping Issues: details
  • Assignment 2
  • Examination: Written Assignment
  • Examination: Multiple Choice

ISO 20000 Practitioner: overview, registration


CIS - Certification & Information Security Services GmbH T +43 (0)1 532 98 90 office@cis-cert.com