Course Overview

ISO 20000 Information Technology Service Management Certification demonstrates how you manage your IT services against international benchmarking and helps promote an integrated process to deliver quality IT management services.

It proves you have successfully integrated IT systems across your business functions to achieve seamless operations.

After mastering all the necessary concepts of IT Service Management Systems, you can sit for the exam and apply for a “IGC Certified ISO/IEC 20000 Lead Implementer”

  • Fundamental principles and concepts of Information Technology Service
  • Information Technology Service Best Practice based on ISO 20000-2
  • Planning an ITSMS based on ISO 20000
  • Implementing an ITSMS based on ISO 20000
  • Performance evaluation, monitoring and measurement of an ITSMS based on ISO 20000
  • Continual improvement of an ITSMS based on ISO 20000
  • Preparing for an ISO 20000-1 certification audit

  • Develop the expertise to implement an IT service management system
  • Have the ability to apply international best practice to your organization
  • Help to save your organization time and money by improving the performance of day to day IT operations
  • Roles, responsibilities, and ownership of all processes remove bottlenecks and ambiguities in service management domain

  •  IT Service Providers
  •  IT Service Management Professionals
  • IT Auditors
  • Persons responsible for the Information Technology Service or conformity in an organization
  • Members of an Information Technology Service team
  • Expert advisors in information technology
  • Technical experts wanting to prepare for an Information Technology Service function or for an ITSMS project management function


Type: Paper Based Exam with descriptive and multiple-choice questions.

Duration: 180 minutes. Candidates taking the examination in a language other than their native language have 25% extra time

Pass Score:70% and above

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