ISO/IEC 20000

IT Service Management

Lead Implementer / Lead Auditor – Training Courses and Certification Exam

We also deliver all our courses online through live interactive video sessions. Discover our Certifying Training Options.

Events

23sep18:3020:00ISACA Conference - ISMA - "Facilitating the decision-making process in times of crisis"

Quality Information Technology Services

IT service management (ITSM) refers to the implementation and management of quality information technology services.

Design, delivery and improvement of services that fulfil customer requirements have become very important for IT providers. Learn how to implement and manage quality of information technology services by being trained to ISO/IEC 20000.

Check below to find the training course, including the certification exam, that suits you best!

Official BCI Certification

Official ISO (PECB & IAS) Worldwide Certification

ACTAGIS, as the official partner and trainer of PECB for Switzerland and Europe, proposes learning and preparation classes for ISO 20000 certifications.

We guarantee your exam success

Nearly 100% success rate!
We will support you until you pass the exam of the course in which you enroll (some conditions apply). We offer the official mock exams to help you prepare.

Swiss Quality around the world

Our attention to detail, staying up to date, all reflect our commitment to quality. Our trainers bring real-life project experience in implementing frameworks and programs in large organizations.

Hands-on exercises

Free consulting session included

Our training programs include a supplementary free online consulting session to help you implement your project in your organisation.

Small classes

Competitive pricing

To ensure that our courses are available to all sizes of companies, we practice competitive pricing.

English and French

Learn from where you are

Our courses are delivered in a traditional classroom setting, as well as live online with an instructor. Certain courses are also available in a self-study format.

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"The CBCI training provided by the trainer was invaluable for me. All the participants highly appreciated his excellent knowledge, experience, focus on key points, manner of teaching, understanding of the participants’ requirements. Thank you for the great training delivered! I definitely recommend ACTAGIS if you want to succeed the exam."

-Anna Glazunova, BC Manager

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I participated to ACTAGIS Academy CISSP training. I definitely recommend this course to everyone who wants to succeed the CISSP exam. Jeff is an excellent trainer who knows how to vehicle the key messages enhanced with real life examples. Thanks Jeff for that excellent course !

-Gilbert Caballer, IT Audit Expert, UBS

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"One of my concerns in every training opportunity is that it may just end up being theoretical with limited relevance to my work realities. I am glad to have taken my CBCI course with ACTAGIS. Jeff was able to share his vast experience as the subject matter expert and explain via practical examples how to apply the principles and tools in our real work situations. This kept us engaged throughout the intense training. Even with little preparation, I passed the exam with Merit. I look forward to taking the next course with ACTAGIS."

-Mathew Siwoi, Senior Oversight Officer, UNHCR

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-Savrak Sar, Head of IT, Haute école pédagogique

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I had the pleasure to attend GDPR training provided by Jeff and ACTAGIS. The course was quite challenging in terms of material that required to be absorbed and Jeff made the work engaging, whilst providing good real case examples to the participants. He also explained the technical and legal parts very clearly for those who are not in IT or who has no legal background. I would happily recommend Jeff and ACTAGIS to those looking for an excellent and detailed insight.

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"The PECB GDPR CDPO Certification training I successfully completed is very different from trainings provided by other institutes. ACTAGIS goes much further by providing real insight in how the application of GDPR works for your company in day-to-day life and how it interacts with ISO standards. The training absolutely exceeded my expectations."

-Wouter 't Hoen - Legal Officer, HR Policy & Adminstration of Justice

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“I had a great pleasure participating to the ISO 9001 Lead Implenter training provided by Jeff Primus. His engagement, professionalism, motivation and technical expertise gave me full satisfaction. Eeased by his ability of communication, I had no difficulties to assimilate the content of the course. Without any hesitation, I gladly recommend ACTAGIS to everyone who needs guidance for SMQ implementation projects.”

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“ACTAGIS trainer has first hand experience in most the domains covered by the CISA program. This proved to be invaluable in making ISACA’s somewhat theoretical subjects very tangible and meaningful. Many thanks for this great step towards the CISA certification.”

-Tom Royston, CIO

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"Very intense and worthwhile training. The trainer based his teaching on an excellent knowledge of the GDPR regulation, but also on his hands-on experiences enabling real-life and concrete cases. I recommend this training to anyone dealing with the protection of the personal data within his company "

-Stéphane Butty - DPO Group - 5àSec

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-Jean-Charles Coral, BC Manager, Nestlé Switzerland

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-Grégoire Ramuz - CIO, Transports publics fribourgeois

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"I thank the consultant for this ISO 27001 training. His pedagogy, technical expertise and long experience in the field make the difference and bring real added value. Course materials are of high quality and the exchanges throughout this training allowed me to assimilate the material and go beyond theory."

-Daniel Meier, Head Internal Audit, Vaudoise Assurances

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Jeff's primary goal is not only to help you digest the material, but arrive at the examination with the right tools and the right confidence level so to maximize your chances to pass with flying colors. I recommend Jeff wholeheartedly and without reservations. Jeff is one of those rare sure bets!

-Massimo Marino - CDPO - Advanced Accelerator Applications

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Thank you for your training. I particularly appreciated the quality of the teachers Jeff and his colleague who were able to animate this course in an attractive and instructive way by alternating the theoretical part and the practical exercises. The course material is a summary of excellent quality. I highly recommend this course.

-Remo Stolz, IT Manager, CIMO

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I came from Paris to attend the ISO 27001 LI training which was led by a trainer of rare efficiency and having a real knowledge of the concepts coupled with a solid field experience. The training was based on theoretical fundamentals which were illustrated to us in a concrete way through workshops and group exchanges. The entire group succeeded the certification exam. Thanks again to ACTAGIS for their warm welcome, the quality of the training and their professionalism

-Lotfi Adassen - Information Security Architect - Hitachi Automotive Systems Group

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"The Business Continuity (BC) course with ACTAGIS enabled me to consolidate and reinforce the knowledge related to the domain. A successful training that will help me to bring BC practices in my company at a higher professional level."

-Paulo Grilo, Directeur Etudes & Développements, TUI France

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"I took the ISO 27001 with Jeff. I really appreciated his rigor and his explanations. The location is ideal for combining business with pleasure. Jeff is an accomplished and experienced trainer who introduces us in a simple and playful way to the most difficult concepts with the right examples to clarify all possible nuances. Jeff helps us prepare for the exam with the right tools and the right level of confidence to maximize your chances of success. I recommend Jeff wholeheartedly".

-Virginie Piasenta, Resp, SMSI & SGPD

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"The BCM course allowed me to expand my understanding and analysis of the different themes. Beyond the course material and the academic notions necessary for the certification, Jeff does everything possible to put us in a practical context by sharing his knowledge and experience. He teaches with passion, enthusiasm and adapts to the participants so that we can benefit from his expertise".

-Stéphane Rard, Resp. PMO & Achat

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"The way how we went through CBCI from policy to validation via practical examples was inspiring. Jeff’s enthusiastic and knowledgeable approach to BC area and ability to promote discussions really expanded understanding of this topic. Now I think that I have good tools to practice. Thank you Jeff!"

-Miska Riihimäki - Senior Risk Manager - OP Insurance Ltd

"I followed a CISSP course in a small group with ACTAGIS. Jeff teached with expertise, passion and profession. The complex subject of IT security was presented understandable and garnished with many real life examples. The atmosphere was intensive and forward oriented, but relaxed and fruitful. I’m really impressed and with no doubt I would follow, and recommend others to follow, courses with ACTAGIS"

-Harald Friedel - Project Manager & DPO

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At our BCI certification training, the trainer managed not only to cover perfectly the specific, certification-related topics but he also opened windows and connections to other standardization bodies. It was an excellent week enriching our knowledge broadly. Thank you!

-Christoph Teuber, Group Safety & Security Manager, Swiss Re

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"I thank ACTAGIS, and especially Jeff Primus, for organizing the GDPR - Certified Data Protection Officer –training, which is very useful to me in the context of my professional activities and which I strongly recommend. Organizing trainings for a limited number of participants enables to take full advantage of the courses and to exchange interesting information more easily between professionals active in that domain”

-Chiara Tanteri - Vice-présidence pour les systèmes d’information, Ecole Polytechnique Fédérale de Lausanne (EPFL)

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The BCI training based on solid experience and real life examples was provided by a very professional and patient mentor, Jeff Primus. Small group of participants is a great benefit for added value discussions. The training exceeded all my expectations.

-Andrey Afanasiev, Vice President, Risk Manager, RCB Bank Ltd

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Having participated to the ISO 27001 LA training led by Jeff Primus, I was able to appreciate his value as a trainer both in terms of his technical skills and his extensive experience in auditing . Jeff is an experienced professional who communicates his knowledge with enthusiasm. This allowed me to succeed the certification exam. I would like to recommend ACTAGIS for the quality of their services and the perfect organization of this training

-Stéphane Reuss - Audit interne Groupe Mutuel

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I'm a repeat offender at Jeff's courses, having already attended CISA, CISSP and CRISC courses. Jeff is an engaging teacher and bring numerous examples from real life. Class size is limited, so there is always time for questions. I'm planning on attacking CISM next year and will certainly be knocking once again on Jeff's door. Highly recommended !

-Liz O'Sullivan, Bundesamt für Informatik und Telekommunication BIT, Head of Security

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“The course was highly interesting. The tools for managing a Business Continuity Program were teached in a very descriptive and understandable way. I can recommend this course to everybody having a key position in a Business Continuity Program.”

-Philip Sauter, Business Continuity Manager, ISS Facility Services AG

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"The training provided by ACTAGIS is of a high level of quality thanks to the experience and personality of the trainer. We were not only able to prepare ourselves for the CDPO exam, but also benefit from his knowledge necessary for a successful implementation of the GDPR in our organizations".

-Romain Galster, IT Manager, FINA

CISSP training given by ACTAGIS trainers, is intense and very complete. During the 5 days, you get home exhausted but with knowledge you did not have when started the day. The trainers use a methodology that helps you understand the concepts and the trap questions you might get in the exam. Totally worth it.

-Diego de Haller, IT Security Service Manager

Certification Organisation

Certificate sample

ISO 20000 Lead Implementer Certificate Sample

Upon request, the following non-certifying introductory courses can be organised:

  • ISO 20000 Introduction
  • ISO 20000 Foundation

The course description is taken from the PECB website

PECB ISO/IEC 20000 Lead Implementer
ISO 20000 Lead Auditor

Lead Implementer

Mastering the implementation and management of an IT Service Management System (SMS) based on ISO 20000

This four-day intensive course enables participants to develop the necessary expertise to support an organization in implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005. Also, the participant will gain a thorough understanding of best practices for planning and implementing IT Service Management processes starting from the six fields of ISO 20000, planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes.

This training is consistent with the project management practices established in ISO 10006 (Quality Management Systems – Guidelines for Quality Management in Projects). This training is fully compatible with ISO 20000-2 (Guidelines for the Implementation of an SMS) and ITIL.

  • Project managers or consultants wanting to prepare and to support an organization in the implementation of an IT Service Management System (SMS)
  • ISO 20000 auditors who wish to fully understand the IT Service Management System implementation process
  • Persons responsible for the IT Service or conformity in an organization
  • Members of an IT Service team
  • Expert advisors in IT
  • Technical experts wanting to prepare for an IT Service function or for an SMS project management function
  • To understand the implementation of an IT Service Management System in accordance with ISO 20000
  • To gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System
  • To know the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL
  • To understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
  • To acquire the necessary expertise to support an organization in implementing, managing and maintaining an Service Management System (SMS) as specified in ISO/IEC 20000:2005
  • To acquire the necessary expertise to manage a team in implementing the ISO 20000 standard
  • To acquire the personal skills and knowledge necessary to advise an organization on the management best practices of an IT Service Management System (SMS)
  • To improve the analysis and decision making capabilities in an IT management context

Day 1: Introduction to IT Service Management System (SMS) concepts as required by ISO 20000; Initiating an SMS

  • Introduction to management systems and the process approach
  • Presentation of the ISO 20000 family of standards and comparison with ITIL V2 and V3
  • Fundamental principles of IT Service
  • Preliminary analysis and establishment of the maturity level of an existing IT Service Management System based upon ISO 21827
  • Writing a business case and a project plan for the implementation of an SMS

Day 2: Planning an SMS based on ISO 20000

  • Definition of the scope of an SMS
  • Definition of an SMS policy and objectives
  • Documentation of the processes and procedures
  • Service level management
  • Budgeting and accounting for IT services
  • Competence management

Day 3: Implementing an SMS based on ISO 20000

  • Change management
  • Configuration and release management
  • Capacity and availability management
  • Service continuity and security management
  • Incident and problem management
  • Operations management of an SMS

Day 4: Controlling, monitoring and measuring and improving an SMS; certification audit of an SMS

  • Controlling and Monitoring an SMS
  • Development of metrics, performance indicators and dashboards
  • ISO 20000 internal Audit
  • Management review of an SMS
  • Implementation of a continual improvement program
  • Preparing for an ISO 20000 certification audit
  • Certification Exam
ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended.
  • This training is based on both theory and practice:
    • Sessions of lectures illustrated with examples based on real cases
    • Practical exercises based on a full case study including role playings and oral presentation
    • Review exercises to assist the exam preparation
    • Practice test similar to the certification exam
  • To benefit from the practical exercises, the number of training participants is limited
  • The “PECB Certified ISO/IEC 20000 Lead Implementer” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains:
    • Domain 1: Fundamental principles and concepts of IT Service
    • Domain 2: IT Service Best Practice based on ISO 20000-2
    • Domain 3: Planning an SMS based on ISO 20000
    • Domain 4: Implementing an SMS based on ISO 20000
    • Domain 5: Performance evaluation, monitoring and measurement of an SMS based on ISO 20000
    • Domain 6: Continual improvement of an SMS based on ISO 20000
    • Domain 7: Preparing for an ISO 20000-1 certification audit
  • The “PECB Certified ISO/IEC 20000 Lead Implementer” exam is available in different languages (the complete list of languages can be found in the examination application form)
  • Duration: 3 hours
  • For more information about the exam, refer to PECB section on ISO 20000 Lead Implementer Exams
  • After successfully completing the exam, participants can apply for the credentials of PECB Certified ISO/IEC 20000 Provisional Implementer, PECB Certified ISO/IEC 20000 Implementer or PECB Certified ISO/IEC 20000 Lead Implementer, depending on their level of experience
  • A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential
  • For more information about ISO 20000 certifications and PECB certification process, refer to PECB section on ISO 20000 Lead Implementer
  • Certification fees are included in the exam price
  • A student manual containing over 450 pages of information and practical examples will be distributed to participants
  • A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued to participants
  • In case of failure of the exam, participants are allowed to retake the exam for free under certain conditions

* This course is also available in a self-study format. To learn more, contact us using the contact form below.

Days

Courses highlighted in green
are rapidly filling up.
Don't miss out.

Upcoming courses

21sep(sep 21)09:0024(sep 24)16:30ISO 20000 LIIN-CLASSROOM - Lausanne - Switzerland / ONLINE - Live Interactive

22nov(nov 22)09:0025(nov 25)16:30ISO 20000 LIIN-CLASSROOM - Geneva / Lausanne - Switzerland / ONLINE - Live Interactive

Lead Auditor

Mastering the Audit of an IT Service Management System (SMS) based on ISO 20000

This four-day intensive course enables participants to develop the necessary expertise to audit an IT Service Management System (SMS) based on ISO 20000 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques. During this training, the participant will acquire the necessary knowledge and skills to proficiently plan and perform internal and external audits in compliance with ISO 19011; the certification process according to ISO 17021. Based on practical exercises, the participant will develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to efficiently conduct an audit.

 

 

 

Based on practical exercises, the participant will develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to efficiently conduct an audit.

  • Internal auditors
  • Auditors wanting to perform and lead IT Service Management System (SMS) certification audits
  • Project managers or consultants wanting to master the IT Service Management System audit process
  • Persons responsible for the IT Service conformity in an organization
  • Members of an IT Service team
  • Expert advisors in IT
  • Technical experts wanting to prepare for an IT Service audit function
  • To acquire the expertise to perform an ISO 20000 internal audit following ISO 19011 guidelines
  • To acquire the expertise to perform an ISO 20000 certification audit following ISO 19011 guidelines and ISO 17021 specifications
  • To acquire the necessary expertise to manage an SMS audit team
  • To understand the operation of an ISO 20000 conformant IT Service Management System
  • To know the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL
  • To understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
  • To improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making in the context of an SMS

Day 1: Introduction to Service Management System (SMS) concepts as required by ISO 20000

  • Normative, regulatory and legal framework related to IT Service
  • Fundamental principles of IT Service
  • ISO 20000 certification process
  • IT Service Management System (SMS)
  • Detailed presentation of the clauses 4 to 10 of ISO 20000-1

Day 2: Planning and Initiating an ISO 20000 audit

  • Fundamental audit concepts and principles
  • Audit approach based on evidence and on risk
  • Preparation of an ISO 20000 certification audit
  • SMS documentation audit
  • Conducting an opening meeting

Day 3: Conducting an ISO 20000 audit

  • Communication during the audit
  • Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation
  • Audit test plans
  • Formulation of audit findings
  • Documenting nonconformities

Day 4: Concluding and ensuring the follow-up of an ISO 20000 audit

  • Audit documentation
  • Quality review
  • Conducting a closing meeting and conclusion of an ISO 20000 audit
  • Evaluation of corrective action plans
  • ISO 20000 Surveillance audit
  • ISO 20000 internal audit management program
  • Certification Exam
ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended
  • This training is based on both theory and practice:
    • Sessions of lectures illustrated with examples based on real cases
    • Practical exercises based on a full case study including role playings and oral presentation
    • Review exercises to assist the exam preparation
    • Practice test similar to the certification exam
  • To benefit from the practical exercises, the number of training participants is limited
  • The “PECB Certified ISO/IEC 20000 Lead Auditor” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains:
    • Domain 1: Fundamental principles and concepts of IT Service
    • Domain 2: IT Service Management System (SMS)
    • Domain 3: Fundamental Audit Concepts and Principles
    • Domain 4: Preparation of an ISO 20000-1 audit
    • Domain 5: Conducting of an ISO 20000-1 audit
    •  Domain 6: Closing an ISO 20000-1 audit
    • Domain 7: Managing an ISO 20000-1 audit program
  • The “PECB Certified ISO/IEC 20000 Lead Auditor” exam is available in different languages (the complete list of languages can be found in the examination application form)
  • Duration: 3 hours
  • For more information about the exam, refer to PECB section on ISO 20000 Lead Auditor Exams
  • After successfully completing the exam, participants can apply for the credentials of PECB Certified ISO/IEC 20000 Provisional Auditor, PECB Certified ISO/IEC 20000 Auditor or PECB Certified ISO/IEC 20000 Lead Auditor depending on their level of experience.  Those credentials are available for internal and external auditors
  • A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential
  • For more information about ISO 20000 certifications and PECB certification process, refer to PECB section on ISO 20000 Lead Auditor Certification
  • Certification fees are included in the exam price
  • A student manual containing over 450 pages of information and practical examples will be distributed to participants
  • A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued to participants
  • In case of failure of the exam, participants are allowed to retake the exam for free under certain conditions

* This course is also available in a self-study format. To learn more, contact us using the contact form below.

Days

Courses highlighted in green
are rapidly filling up.
Don't miss out.

Upcoming courses

21sep(sep 21)09:0024(sep 24)16:30ISO 20000 LAIN-CLASSROOM - Lausanne - Switzerland / ONLINE - Live Interactive

22nov(nov 22)09:0025(nov 25)16:30ISO 20000 LAIN-CLASSROOM - Geneva / Lausanne - Switzerland / ONLINE - Live Interactive

Foundation

The PECB ISO/IEC 20000 Foundation training course enables you to learn the basic elements to implement and manage a Service Management System (SMS) as specified in ISO/IEC 20000. During this training course, you will be able to understand the different modules of an SMS, including SMS policy, procedures, performance measurements, management commitment, internal audit, management review and continual improvement.

After attending this training course, you can sit for the exam, and if you successfully pass the exam, you can apply for the “PECB Certified ISO/IEC 20000 Foundation” credential. A PECB Foundation certificate shows that you have understood the concepts, principles, and the basic structure of the implementation and management of a service management framework based on the ISO/IEC 20000 international standard.

  • Individuals involved in service management
  • Individuals seeking to gain knowledge about the main processes of Service Management Systems (SMS)
  • Individuals interested to pursue a career in service management
  • Understand the elements and operations of a service management system and its principal processes.
  • Acknowledge the correlation between ISO/IEC 20000 and other standards and regulatory frameworks.
  • Understand the approaches, methods and techniques used for the implementation and management of an SMS.

Day 1: 

Introduction to Service Management System (SMS) concepts as required by ISO/IEC 20000

Day 2: 

Service Management System (SMS) requirements and Certification Exam 

None

  • Lecture sessions are illustrated with practical questions and examples.
  • Practical exercises include examples and discussions.
  • The participants are encouraged to intercommunicate and engage in discussions and exercises. 
  • Exercise questions are similar to the certification exam questions.

The “PECB Certified ISO/IEC 20000 Foundation” exam complies with the PECB Examination and Certification Program (ECP) requirements. The exam covers the following competency domains:

Domain 1: Fundamental principles and concepts of a Service Management System (SMS) 

Domain 2: Service Management System (SMS) 

In case the candidates fail the exam, they can retake the exam for free within twelve months following the initial exam.

*Note: This applies only to the candidates who have attended the training course.

For specific information about exam type, languages available, and other details, please visit the List of PECB Exams and the Examination Rules and Policies.

After successfully passing the exam, you can apply for the credential shown on the table below. You will receive the certificate once you comply with all the requirements related to the selected credential. Certification fees are included in the exam price. For more information about the certification process, please refer to the Certification Rules and Policies.

Participants will be provided with the training material containing over 200 pages of explanatory information and practical examples. 

An Attendance Record worth 14 CPD (Continuing Professional Development) credits will be issued to the participants who have attended the course.

* This course is also available in a self-study format. To learn more, contact us using the contact form below.

Days

Courses highlighted in green
are rapidly filling up.
Don't miss out.

Upcoming courses

21sep(sep 21)09:0022(sep 22)16:30ISO 20000 FoundationIN-CLASSROOM - Geneva / Lausanne - Switzerland / ONLINE - Live Interactive

22nov(nov 22)09:0023(nov 23)16:30ISO 20000 FoundationIN-CLASSROOM - Lausanne - Switzerland / ONLINE - Live Interactive

The training is a combination of directly applicable theory, hands-on exercises, feedback from experience and class interaction.

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Exam pass rate

You will be well prepared for the exam. Counting all our students, almost 100% have been successful.

Up To Date

All our courses are up to date. They have been adapted to the latest changes of the different exams. We are in constant contact with each certification organisation.

The training is a combination of directly applicable theory, hands-on exercises, feedback from experience and class interaction.

You will be well prepared for the exam. Counting all our students, almost 100% have been successful.

All our courses are up to date. They have been adapted to the latest changes of the different exams. We are in constant contact with each certification organisation.

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