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Live Online Training

$599.00 USD

Self Paced Course

  • Get the High Quality Videos of Recorded Sessions
  • 24*7 eLearning Access & support over the email
  • Weekly sessions of query resolution
  • Place a Request for Physical Copy
$299.00 USD

Classroom Course

$899.00 USD

Course Advisor

Neetu Verma
Neetu Verma
Management Consultant and Corporate Trainer


Neetu Verma has more than 10 years of industry experience as a Project manager, Business Analyst and IT Project Leader. She has trained in some of the most recognized organizations, both the enterprises and the government in the Middle East such as: Dubai First Gulf Bank, UBL, Abu Dhabi University, Nexgen Technologies, IBM, etc. 
Moreover, if we see the educational background, she has acquired various prestigious certifications like: IBM Certified Project manager, PMP, PMI-ACP, PMI-RPM through PMI and Wipro Certified Project Manager. Having so much industry and training experience in various industries, she can be considered as one of the most talented trainers for this course. 

Course Benefits

  • Develop an understanding on the basics of the SMS (Service Management System)
  • Learn the effective implementation of the intelligence to resolve the IT SMS issues
  • Gather limelight in the workplace and expect a better rating and increment as well
  • Understand the processes in the Service management System and perform the tasks impressively
  • Learn about the roles and responsibilities of the individual responsible for managing the service as well as quality management

Why to Join ISO/IEC 20000 - IT Service Management Certification Exam - Training?

ISO/IEC 20000 - IT Service Management Certification Exam Training helps the candidates in getting the increment in the organization, they always have dreamt of. The IT industry pays $306,696 to an ISO certified professional. Thus, the certification not only get you a in the limelight, but helps you in earning the handsome wedges for your livelihood as well.
Here at ScholarsPro, you will meet the industry expert trainers, who will help you learn all the essentials of ISO/IEC 20000 IT Service Management so that the participants would later be able to handle the industry based situations. The curriculum has been designed to impart intelligence on all the fundamental knowledge that helps them in managing the quality of the service efficiently. Nevertheless, this course will help you enhance yourself as an IT professional. 

Who should join
ISO/IEC 20000 Certification Training?

This course is ideal for:

  • The individuals working in IT Service Operations Department
  • The Supervisors
  • The Senior Consultants
  • Managers
  • Auditors


There is no prerequisite defined for this course, familiarity with the concepts and technologies of the IT Service Management along with 16 hours of formal training would be beneficial for the participants.

Course Contents

An Introduction
  • Learn to recognize the industry standards or the best practices in Service Management and Quality management systems, such as: ITIL®, COBIT, ISO/IEC 9000, SixSigma®, ISO/IEC 27001
  • Know what are the differences and the relationships between ITIL® and ISO/IEC 20000?
What is Service Management System?

Understand the Management’s responsibilities

  • What is Governance?
  • What is Documentation Management?
  • Know the Resource Management
  • Establish as well as improve SMS: requirements, implementing, monitoring, planning, maintaining.
What is Information Security Management?
  • Get introduced with the Information Security Management
  • What are the Security policy requirements?
  • Know the importance of security’s part in control processes: change and release and deployment management
  • Know the Purpose of the security control
  • Understand the concept of the Access management for physical and intellectual property
Understand the Design and Transition of Services (new or changed)
  • An Introduction to the Processes
  • Learn the Service Level Management (SLM): concepts and responsibilities
  • Understand the Requirements for continuity and availability management
  • Know the Activities that are related to monitoring and managing availability
  • What is Budgeting and Accounting?
  • What is Financial management?
  • Understand the Capacity management
Understand the Relationship processes

Know the Business Relationship Management (BRM)

  • Understand the Documenting and interfacing with relevant parties
  • Know the imporrtance of the Communication with the customer
  • Understand the Customer complaint procedures
  • Know the Managing service review meetings

Know the Supplier management

  • What is the Managing contracts and performance?
  • Know the Roles and relationships with suppliers
  • Learn the Communication with the suppliers
  • Know about the Managing disputes


Know about the Resolution processes

Know about the Incident and service request management

  • Know about the restoration of service to the users
  • How to handle the breaches of service targets
  • How to manage the fulfillment of service requests

What is Problem management?

  • Learn about the procedures and activities
  • Understand the management of known errors
Understand the concept of Control processes

What is Configuration management?

  • Know about the Scope and information requirements
  • Understand the control of information on CIs

What is Change management?

  • Know the change process
  • What is the emergency change process?
  • What is the schedule of the changes?

Develop understanding on the Release and deployment management

  • Know the requirements of the release plan
  • Learn about the designing and implementing a release


Understand the concepts of the Management system auditing
  • The definition of the scope
  • What are the Scope clauses?
  • Know the types of audits and assessments
  • Understand the roles and responsibilities
  • The coverage and governance of the processes
  • Define the Internal audit
  • What is Standard application?

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ISO/IEC 20000 Certification Training
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