Course duration:
3 days, 9am – 5pm
We offer flexible learning options (online, instructor-led, hybrid) to fit your learning style
The APMG International ISO/IEC 20000 and swirl device logo is a trade mark of the APM Group Limited, used under permission of The APM Group Limited. All rights reserved.
APMG ISO/IEC20000 Practitioner
Synopsis
ISO/IEC 20000 is the international standard for IT service management. It defines the requirements for and provides details of the IT SMS needed to deliver managed services of an acceptable quality, together with guidance on how to demonstrate conformity with the standard.
This course is a three-day classroom training relevant for professionals who are involved in establishing the IT SMS. This course is designed for IT professionals, consultants who play a role in the ISO/IEC 20000 implementation or in providing support around ISO/IEC 20000 certification. Practical examples and case studies are used to guide you through the implementation route and prepare you to conduct a ISO/IEC 20000 assessment or audit.
At the end of the three-day classroom training the APMG certification exam can be taken. This training does not cover audit techniques or the issues Involved in preparing an organisation for an audit.
Outlines
- Introduction to and background of ISO/IEC 20000.
- The certification scheme.
- ISO/IEC 20000 overview: terminology, process, and objectives.
- ISO/IEC 20000: Part 1 in detail.
- ISO/IEC 20000: Part 2 in detail.
- The use and application of ISO/IEC 20000.
- The implementation of ISO/IEC 20000.
- Preparing for a formal audit.
- Typical toolsets in use.
- ISO/IEC 20000 scoping and eligibility.
Objectives
On completion of this training course, delegates will be able to:
- Understand the benefits of achieving ISO/IEC 20000 certification.
- Define your path towards implementation of ISO/IEC 20000.
- Define the relationships between the different Service Management processes from an implementation perspective.
- Understand the role change imposes on an organisation and how to deal with this from a ISO/IEC 20000 implementation perspective.
- Understand what is required for ISO/IEC 20000 Audit.
Audiences
This course aims at those IT Consultants, IT Service providers and IT Managers who involved in the implementation of ISO20000.
Certification and Exam Info
Delegates who successfully completed the course and pass the exam will be recognised as Certified ISO/IEC 20000 Practitioner under the APMG certification scheme.
EXAMINATION FORMAT
- Complex Multiple Choice
- 4 questions per paper, 20 marks available per question
- 40 marks required to pass (out of 80 available) – 50%
- Three Hours duration
- Open book (a copy of Part 1 is permitted)
Pre-requisites
Candidate must hold either the APMG ISO/IEC 20000 Foundation or the ITIL Foundations certificate.
Schedule
As Principal Consultant, Lionel Seaw offers extensive technical and managerial depth across government, pharmaceutical, and financial sectors. A trusted advisor, he combines real-world experience with a strategic helicopter-view to manage complex changes. Lionel is dedicated to building high-performance teams through effective methodologies and best practices, achieving mission-critical objectives with perseverance and focus.
Feisal Ismail is an experienced technology and management leader who has supported organisations across government, pharmaceutical, technology, and financial services sectors. An ITIL and DevOps Institute Ambassador, he helps organisations align digital and technology strategies with broader business objectives through pragmatic, results-oriented guidance grounded in globally recognised best practices and real-world operational constraints. Meticulously organised and highly collaborative, Feisal is recognised for delivering effective and sustainable outcomes in complex engagements.
Tan Hoon Wee is an accomplished IT professional with extensive international experience in managing shared services and complex project delivery. Expert in both Waterfall and Agile methodologies, he holds prestigious certifications including PMP, PRINCE2, and CSM. He specialises in advising on organisational change and process optimisation, leveraging exceptional communication skills to maintain outstanding client relationships.
Huang Yi-Jen is a specialist consultant in IT Governance and Management Frameworks. With a portfolio spanning Service Management, Agile, and Risk Management, she is recognised for achieving sustainable results through an organised, proactive delivery model. Yi-Jen is a natural communicator who excels at managing diverse stakeholders and solving complex challenges with an innovative, value-driven and professional mindset.
Luqman Haniff is an IT security specialist with over a decade of experience advising SMEs on infrastructure and information security management. A meticulous problem solver, Haniff utilises a balanced macro-and-micro approach to tackle organisational vulnerabilities. He specialises in creating targeted, custom solutions that bridge the gap between technical necessity and cost-effective business strategy for robust protection.
Why Us?
Participants can attend a complimentary refresher if they wish (1-year validity and subject to approval)
Should you have questions after the course, you may contact the trainer for assistance regarding course material
1 year access to our E-learning portal. Including:
– E-books available for download
– Official sample exam
– Randomised quiz formulated by Sapience Trainers based on past examinations
