Contact Us

ISO/IEC 20000

What is ISO/IEC 20000?

ISO/IEC 20000-1 is the internationally recognized service management system (SMS) standard that helps organizations establish, implement, maintain, and continually improve their service management practices.

First published in 2005 and updated in 2011 and 2018, ISO/IEC 20000-1 sets the minimum requirements for an SMS—covering policies, processes, resources, objectives, and documented information.

An effective SMS enables organizations to:

  • Direct and control service management activities

  • Identify and mitigate risks

  • Realize opportunities for improving service provision

The standard is applicable to all sectors and organizations, not just IT. It can be applied to industries such as finance, cloud, and business process outsourcing. According to the ISO Survey 2020, more than 7,500 organizations worldwide hold ISO/IEC 20000-1 certification.

Since it follows the High-Level Structure (HLS), ISO/IEC 20000-1 aligns with other standards such as ISO 9001, ISO/IEC 27001, and ISO 22301—making integration easier and cost-effective.

Benefits of ISO/IEC 20000

Organizations implementing an SMS based on ISO/IEC 20000-1 can expect:

  • Improved service performance and customer value

  • Reduced service costs and disruptions

  • Enhanced service lifecycle (planning, design, transition, delivery, improvement)

  • Fulfilled service requirements and aligned objectives

  • Increased business and customer confidence

  • Reduced risks through structured risk management

  • Improved roles, responsibilities, and accountability

  • Stronger supplier and stakeholder relationships

  • Eligibility for formal ISO/IEC 20000-1 certification

Why Attend ISO/IEC 20000 Training Courses?

In today’s competitive and interconnected business environment, organizations rely on service providers that can deliver efficient, value-driven, and compliant services. Service providers need skilled professionals who can manage, audit, and improve SMS practices effectively.

PECB’s ISO/IEC 20000 training courses are designed based on:

  • ISO/IEC 20000-1 (core standard)

  • Supporting guidance standards (ISO/IEC 20000-2, ISO 31000, ISO 19011)

  • Good practices in service management

By attending, you’ll gain practical skills to:

  • Guide organizations in implementing and improving SMS

  • Audit SMS against ISO/IEC 20000-1 requirements

  • Advance your professional career with globally recognized certification

Available Training Courses

  • ISO/IEC 20000 Introduction
    A concise overview of ISO/IEC 20000-1 requirements. Perfect for professionals seeking a general understanding.

  • ISO/IEC 20000 Transition
    For professionals already familiar with ISO/IEC 20000-1:2011 who need to transition their knowledge to the 2018 edition.

  • ISO/IEC 20000 Foundation
    An entry-level training designed for beginners to learn SMS principles and requirements.

  • ISO/IEC 20000 Lead Implementer (5 days)
    Gain the skills to establish, implement, operate, and improve an SMS based on ISO/IEC 20000-1.

  • ISO/IEC 20000 Lead Auditor (5 days)
    Develop auditing expertise to assess SMS against ISO/IEC 20000-1, in line with ISO 19011 and ISO/IEC 17021-1.

Why Choose PECB?

PECB is a global provider of training, examination, and certification services, recognized worldwide. Our certifications validate your commitment, knowledge, and skills against international standards.

Becoming PECB-certified in ISO/IEC 20000 proves that you are capable of contributing to SMS development, auditing, and implementation in your organization or for clients.

Get Started

Seize the opportunity to join PECB’s global network by enrolling in an ISO/IEC 20000 training course today. Our experts will guide you throughout the process to ensure a rewarding learning experience.

👉 Contact us to begin your certification journey.

Why Attend?

The PECB Certified ISO/IEC 20000 Foundation training course introduces you to the fundamental concepts of service management and the requirements of ISO/IEC 20000-1 for establishing a Service Management System (SMS).

Throughout this course, you will explore key elements of an SMS, including:

  • The organizational context and role of leadership

  • Planning, resources, and responsibilities for service management

  • Controls and best practices for service delivery

  • Monitoring and performance evaluation

  • Continual improvement processes

Upon completion, you will be eligible to take the certification exam. Successful candidates will earn the “PECB Certificate Holder in ISO/IEC 20000 Foundation”, an internationally recognized credential that validates your knowledge of ISO/IEC 20000-1 requirements and positions you to contribute effectively to SMS implementation projects.

Who Should Attend?

This course is designed for:

  • Managers and consultants seeking a solid understanding of ISO/IEC 20000-1 requirements.

  • Service delivery professionals responsible for managing, maintaining, or enhancing services.

  • Aspiring professionals eager to learn service management fundamentals.

  • Implementation and operations team members involved in SMS projects.

  • Individuals looking to build a career in IT service management.

Learning Objectives

By the end of this training, you will be able to:

  • Grasp core concepts, definitions, and approaches in service management.

  • Understand the ISO/IEC 20000-1 requirements for an SMS.

  • Recognize how organizations can meet and benefit from these requirements.

Educational Approach

Our training is highly interactive and participant-focused, featuring:

  • Instructor-led sessions enriched with examples, visuals, and real-world scenarios.

  • Collaborative discussions and Q&A to deepen understanding.

  • Practice quizzes designed in the style of the certification exam.

Prerequisites

No prior knowledge or experience is required — this course is open to all participants.

Day 1:
  • Introduction to service management concepts
  • Overview of Service Management System (SMS)
  • Detailed study of clauses 4–6 of ISO/IEC 20000-1
Day 2:
  • Exploration of clauses 7–10 of ISO/IEC 20000-1
  • Final review and certification exam

The exam fully complies with the PECB Examination and Certification Program (ECP) requirements. It evaluates the candidate’s knowledge across the following competency domains:

  • Domain 1:

    Fundamental concepts and principles of service management and the Service Management System (SMS) based on ISO/IEC 20000-1

  • Domain 2:

    ISO/IEC 20000-1 requirements for an SMS — Clauses 4 to 10

For details about the exam type, available languages, and policies, please refer to the List of PECB Exams and the Examination Rules and Policies.

After successfully passing the exam, participants may apply for the credential listed below.

Certificate Requirements – ISO/IEC 20000 Foundation

Designation

Exam

Professional experience

MS audit/assessment experience

SMMS project experience

Other requirements

PECB Certificate Holder in ISO/IEC 20000 Foundation

PECB Certified ISO/IEC 20000 Foundation exam or equivalent

None

None

None

Signing the PECB Code of Ethics

 

 

  • Certificate and examination fees are included in the course price.

  • Training Options:
    Self-Study – Participants receive the course material in PDF format.
    eLearning – Participants receive the course material in video format.

  • Participants will receive training materials with more than 200 pages of content, practical examples, and exercises.

  • An attendance record worth 14 CPD credits (Continuing Professional Development) will be awarded to participants who complete the training course.

  • Participants who do not pass the exam on their first attempt are entitled to one free retake within 12 months of the initial exam date.

     📩 For more details, please contact us at talktous@graxoconsulting.com.

Register Now

Payments are securely processed via Stripe through our trusted payment partner, Forte Connect, with whom Graxo Consulting has a contractual agreement. Your purchase will be confirmed once payment is completed.

Why Should You Attend?

Implementing a Service Management System (SMS) based on ISO/IEC 20000-1 offers organizations a structured and proven approach to managing service delivery.

Key benefits include:

  • Easier integration with other management systems thanks to ISO’s High-Level Structure (HLS)

  • Adoption of industry-proven practices in service management

  • A structured framework (clauses 4–10) to manage service provision activities effectively

  • The ability to establish a performance baseline for continuous improvement

This training course provides an in-depth understanding of ISO/IEC 20000-1 requirements, along with best practices and approaches for implementing and maintaining an SMS.

After completing the course, you can take the certification exam. If successful, you may apply for the “PECB Certified ISO/IEC 20000 Lead Implementer” credential — an internationally recognized certification that validates your expertise in implementing service management systems.

Who Should Attend?

This training course is designed for:

  • Managers or consultants involved in implementing an SMS

  • Managers and employees aiming to meet service requirements and deliver value

  • Project managers, consultants, and expert advisers seeking in-depth knowledge of SMS implementation

  • Individuals responsible for maintaining ISO/IEC 20000-1 compliance

  • Members of an SMS implementation team

Learning Objectives

By the end of this training course, you will be able to:

  • Understand the concepts, approaches, methods, and techniques for implementing and managing an SMS

  • Recognize the correlation between ISO/IEC 20000-1, other standards in the ISO/IEC 20000 series, and related ISO standards

  • Interpret the requirements of ISO/IEC 20000-1 in the context of an organization

  • Support organizations in planning, implementing, managing, monitoring, and maintaining an SMS

  • Advise organizations on applying SMS best practices

Educational Approach

This training course is participant-centered and includes:

  • Theories, approaches, and good practices in service management

  • Lecture sessions illustrated with real-world examples and case studies

  • Practical exercises and discussions to apply learning

  • Interactive sessions encouraging participant engagement through Q&A and group activities

Prerequisites

Participants should have:

  • A basic knowledge of ISO management system standards

  • A general understanding of ISO/IEC 20000-1

  • Awareness of management system implementation principles

Day 1:
  • Introduction to ISO/IEC 20000 series and initiation of a Service Management System (SMS)
Day 2:
  • Developing the implementation plan for an SMS
Day 3:
  • Implementing the SMS and aligning with ISO/IEC 20000-1 requirements
Day 4:
  • Monitoring, measuring, continual improvement of the SMS, and preparation for the certification audit
Day 5:
  • Certification Exam

The PECB Certified ISO/IEC 20000 Lead Implementer exam is designed in full compliance with the PECB Examination and Certification Program (ECP).

It evaluates the participant’s knowledge and competencies across the following seven domains:

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

  • Domain 2: Service Management System requirements

  • Domain 3: Planning of an SMS implementation based on ISO/IEC 20000-1

  • Domain 4: Implementation of an SMS based on ISO/IEC 20000-1

  • Domain 5: Monitoring and measurement of an SMS based on ISO/IEC 20000-1

  • Domain 6: Continual improvement of an SMS based on ISO/IEC 20000-1

  • Domain 7: Preparation for an SMS certification audit

📌 For more details about exam types, available languages, structure, and policies, please refer to:

Upon successfully passing the exam, participants can apply for one of the credentials listed below. A certificate will be issued once all requirements for the selected credential are met.

For further details on the ISO/IEC 20000 certification scheme and the complete certification process, please refer to the PECB Certification Rules and Policies.

PECB ISO/IEC 20000 Implementer Certification Scheme

Credential

Exam

Professional experience

SMMS project experience

Other requirements

PECB Certified ISO/IEC 20000 Provisional Implementer

PECB Certified ISO/IEC 20000 Lead Implementer Exam or equivalent

None

None

Signing the PECB Code of Ethics

PECB Certified ISO/IEC 20000 Implementer

PECB Certified ISO/IEC 20000 Lead Implementer Exam or equivalent

Two years: One year of work experience in IT Service Management

Project activities: a total of 200 hours

Signing of the PECB Code of Ethics

PECB Certified ISO/IEC 20000 Lead Implementer

PECB Certified ISO/IEC 20000 Lead Implementer Exam or equivalent

Five years: Two years of work experience in IT Service Management

Project activities: a total of 300 hours

Signing of the PECB Code of Ethics

PECB Certified ISO/IEC 20000 Senior Lead Implementer

PECB Certified ISO/IEC 20000 Lead Implementer Exam or equivalent

Ten years: Seven years of work experience in IT Service Management

Project activities: a total of 1,000 hours

Signing of the PECB Code of Ethics

📌 Note: Individuals who hold both the Lead Implementer and Lead Auditor credentials are eligible to apply for the PECB Master Credential, provided they have also completed four additional Foundation Exams under this scheme. More information on the Master Credentials is available here: PECB Master Credentials.

Valid Project Experience

To qualify, Service Management System (SMS) project experience must reflect best implementation practices, including:

  • Drafting an SMS implementation plan

  • Initiating the implementation of an SMS

  • Executing and deploying the SMS

  • Managing, monitoring, and maintaining the SMS

  • Identifying and acting on continual improvement opportunities

  • The training course fee already covers both the certification and exam costs.

  • Training Options:
    Self-Study – Participants receive the course material in PDF format.
    eLearning – Participants receive the course material in video format.

  • Participants will receive a comprehensive training manual with more than 450 pages of detailed explanations and practical examples.

  • Upon completing the course, attendees will be awarded an attestation of course completion, granting 31 CPD (Continuing Professional Development) credits.

  • If a participant does not pass the exam on the first attempt, they are entitled to one free retake within 12 months of the initial exam date.

  • For further details or assistance, please contact us at talktous@graxoconsulting.com.

Register Now

Payments are securely processed via Stripe through our trusted payment partner, Forte Connect, with whom Graxo Consulting has a contractual agreement. Your purchase will be confirmed once payment is completed.

Why Attend?

The PECB ISO/IEC 20000 Lead Auditor training course equips you with the expertise to perform and lead service management system (SMS) audits in line with internationally recognized audit standards, procedures, and techniques.

This program emphasizes the critical role of an effective SMS audit and enhances your ability to plan, conduct, and manage audits based on:

  • ISO/IEC 17021-1 requirements

  • ISO 19011 auditing guidelines

  • Industry-recognized best practices

Through real-world exercises, case studies, and quizzes, you will gain practical experience in:

  • Understanding and applying ISO/IEC 20000-1 requirements within an audit

  • Using proven audit methods and evidence collection techniques

  • Leading audit teams effectively

  • Preparing nonconformity reports and delivering clear final audit results

Upon successfully completing the training and passing the exam, you will be eligible to apply for the “PECB Certified ISO/IEC 20000 Lead Auditor” credential — an internationally recognized certification that validates your competence to audit SMS based on ISO/IEC 20000-1.

Who Should Attend?

This course is designed for:

  • Auditors aiming to lead SMS audits

  • Managers and consultants looking to master the SMS audit process

  • Professionals ensuring organizational compliance with ISO/IEC 20000-1

  • Technical specialists preparing organizations for certification audits

  • Service management advisors seeking advanced auditing expertise

Learning Outcomes

By the end of this course, participants will be able to:

  • Understand the core concepts and principles of SMS in accordance with ISO/IEC 20000-1

  • Interpret ISO/IEC 20000-1 requirements from an auditor’s perspective

  • Assess SMS compliance against ISO/IEC 20000-1 requirements and auditing principles

  • Plan, perform, and finalize audits in line with ISO/IEC 17021-1, ISO 19011, and best practices

  • Oversee and manage an SMS audit program effectively


Training Approach

This training program is highly interactive and participant-centered, featuring:

  • Theoretical concepts combined with practical insights

  • Real-life examples and case studies

  • Group discussions and interactive Q&A

  • Hands-on exercises designed to prepare you for the certification exam

Prerequisites

Participants are expected to have:

  • A solid understanding of ISO/IEC 20000-1 requirements

  • A general knowledge of auditing principles
Day 1:
  • Overview of the Service Management System (SMS) and introduction to the ISO/IEC 20000 standards family
Day 2:
  • Audit principles, preparation steps, and audit initiation
Day 3:
  • Conducting on-site audit activities
Day 4:
  • Finalizing and closing the audit process
Day 5:
  • Certification Exam

The PECB Certified ISO/IEC 20000 Lead Auditor exam is designed in full compliance with the PECB Examination and Certification Program (ECP). It evaluates your knowledge and skills across the following competency domains:

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

  • Domain 2: Service Management System requirements

  • Domain 3: Fundamental audit concepts and principles

  • Domain 4: Preparing an ISO/IEC 20000 audit

  • Domain 5: Conducting an ISO/IEC 20000 audit

  • Domain 6: Closing an ISO/IEC 20000 audit

  • Domain 7: Managing an ISO/IEC 20000 audit program

For detailed information regarding exam types, available languages, and examination policies, please refer to the official List of PECB Exams and Examination Rules and Policies.

Upon successfully passing the exam, you can apply for one of the PECB ISO/IEC 20000 Auditor credentials listed below. A certificate will be issued once all the requirements for the selected credential are fulfilled.

For more details about the certification process, please refer to the official PECB Certification Rules and Policies.

ISO/IEC 20000 Auditor Credentials

Credential

Exam

Professional experience

MS audit/assessment experience

Other requirements

PECB Certified ISO/IEC 20000 Provisional Auditor

PECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent

None

None

Signing the PECB Code of Ethics

PECB Certified ISO/IEC 20000 Auditor

PECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent

Two years: One year of work experience in IT Service Management

Audit activities: a total of 200 hours

Signing the PECB Code of Ethics

PECB Certified ISO/IEC 20000 Lead Auditor

PECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent

Five years: Two years of work experience in IT Service Management

Audit activities: a total of 300 hours

Signing the PECB Code of Ethics

PECB Certified ISO/IEC 20000 Senior Lead Auditor

PECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent

Ten years: Seven years of work experience in IT Service Management

Audit activities: a total of 1,000 hours

Signing the PECB Code of Ethics

 

📌 Note: Candidates who hold both the Lead Implementer and Lead Auditor credentials are eligible for the respective PECB Master Credential, provided they have also completed four additional Foundation Exams related to this certification scheme. For more details, please visit: PECB Master Credentials.

Valid Audit Activities

To be considered valid, audit activities must follow best practices and include:

  • Planning an audit

  • Managing an audit program

  • Drafting audit and nonconformity reports

  • Preparing audit work documents

  • Reviewing documented information

  • Conducting on-site audits

  • Following up on nonconformities

  • Leading an audit team
  • Certification and Examination Fees are included in the price of the training course.

  • Training Options:
    Self-Study – Participants receive the course material in PDF format.
    eLearning – Participants receive the course material in video format.

  • Participants will receive training materials containing over 450 pages of detailed information and practical examples.

  • An attestation of course completion will be issued to participants who attend the training course, equivalent to 31 CPD (Continuing Professional Development) credits.

  • In case of exam failure, candidates are eligible to retake the exam once for free within 12 months of the initial exam date.

  • For further inquiries, please contact us at: talktous@graxoconsulting.com
Register Now

Payments are securely processed via Stripe through our trusted payment partner, Forte Connect, with whom Graxo Consulting has a contractual agreement. Your purchase will be confirmed once payment is completed.

We Build RESILIENT INFRASTRUCTURES

Our Cybersecurity Services

Compliance

We deliver compliance services for international standards like ISO 27001, NIST, PCI DSS, FIPS and local regulations.

Data Protection

A comprehensive suite of data protection services for the entire lifecycle of data.

Vulnerability Asessment

We offer professional vulnerability assessment and penetration testing services for your on premise and cloud infrastructure.

Technology Consulting

Our technical experts can facilitate the implementation of solutions to protect your business.

Risk Assessment

We can utilize our years of experience of conducting risk assessments for IT Infrasctrures.

Vendor Assessment

We can assist you in evaluating and monitoring the security profile of your vendors in order to minimize risks introduced by third parties.

BCP & DR

We conduct Business Impact Assessment (BIA) in order to develop plans to ensure businesses remain resilient in tough times

Incident Management

Our team of experts can develop a holistic incident management program covering policies, procedures and use cases.
We Build RESILIENT INFRASTRUCTURES

Our Cybersecurity Services

Compliance

Read more

Data Protection

Read more

Vulnerability Asessment

Read more

Technology Consulting

Read more

Risk Assessment

Read more

Vendor Assessment

Read more

BCP & DR

Read more

Incident Management

Read more
Get a Quote

Ready to Take Your Cyber Security Posture to the Next Level

Send us your queries and our representative will contact you within 24 hours

Contact Us Now!

© 2025 graxo consulting (pvt) limited. All rights reserved.

icons8-policy-50

Privacy Policy