ISO 20000-1 Training


Participant profile

  • People starting their adventure with ISO 20000-1
  • People who are looking for confirmation of the powers of the Proxy and QMS Auditor
  • People who want to deepen their knowledge of the Quality Management System in accordance with ISO 20000-1
  • Quality Representatives looking for additional quality improvement solutions in their company
  • Auditors of the Quality Management System who want to learn in detail how to conduct audits together with auditing techniques in the scope of ISO 19011 and ISO 20000-1


2 days

Description of training

Lectures and a seminar interspersed with practical exercises closely related to the field of the participants’ industry.

Training schedule

Day 1

  • Introduction to service management
  • Service management best practices and standards
  • ISO / IEC 20000: 2011 Information technology for service management – assumptions and structure of the standard
  • Management system requirements
  • Planning and implementation of a Service Management System
  • Service Management System Documentation Policy
  • Service Management System Policy
  • Preparation of a project to build a Service Management System
  • Planning and implementation of new or changed services
  • Modeling and description of Service Management System processes
  • Service delivery process: service level management, service report preparation, service continuity and availability management, budget planning and IT service billing, executive potential management, information security management
  • Union processes: business relationship management, sub-supplier management
  • Solution processes: incident management, problem management
  • Control processes: configuration management, change management
  • Release process: release management process
  • Certification of the Service Management System – certification process requirements
  • Principles of implementing the designed System solutions and building service awareness in the organization
Day 2

  • Key definitions regarding audit, non-compliance, audit follow-up
  • PDCA cycle as applied to audit planning
  • Audit process
  • Notice of audit: who prepares what it is for and to whom
  • Course of the opening meeting
  • Auditing – How to correctly check compliance with the requirements of ISO 20000-1?
  • We prepare an audit report and non-compliance cards
  • Post-audit activities – planning, implementation, effectiveness check
  • Exam

Date & price

If you need ISO/IEC 20000-1 training contact us to arrange a date, we will adapt it to your needs. Then you will know the binding price of the training.



Our trainers have many years of practical experience in implementing, auditing and improving safety and quality management systems in many industries.
Most of our trainers have the qualifications of the Lead Auditor of Management Systems that allow them to conduct certification audits by the certification body.


  • participation in the training in a small group
  • authorizations to perform the functions of: QMS Coordinator (ISO 20000-1 Representative, Quality Representative) and Internal Auditor of the IT Services Quality Management System in accordance with ISO 20000-1
  • certificate of participation in the training
  • after successfully passing the exam, the certificate of the QMS Coordinator and ISO 20000-1 Internal Auditor
  • practical knowledge supported by numerous exercises carried out during the training
  • answers to questions about ISO bothering participants both during the training and after the training, because our Trainers are at your disposal to provide help and advice (additional service – SUPPORT).