ISO/IEC 20000 - Training and Certification Workshop



  • ISO/IEC 20000 Certification Workshop


ISO/IEC 20000 is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service management. The standard allows IT service provider organizations to achieve conformance to a service management system that requires them to continually improve their delivery of IT services and aligns with the ITIL best practice framework.
Who should attend?
ISO/IEC 20000 certification is designed for management and support personnel involved in the design, transition, delivery and improvement of IT services, equipping them with an understanding of a best practice, internationally recognized standard. 
Why Choose Us?
Innate Labs has been a preferred knowledge service provider to leading MNCs and corporates across the globe and has been consistently adding value to these organizations through value based qualification certifications including ITIL, PRINCE2, PMP, ISO Standards & SixSigma.
ISO/IEC 20000 includes the design, transition, delivery and improvement of services that fulfil requirements and provide value for both the customer and the service provider. It promotes the adoption of an integrated process approach to effectively plan, establish, implement, operate, monitor, review, maintain and improve a service management system.

It is implicit that an individual must go through officially accredited ISO/IEC 20000 trainings and certifications’ programs/courses provided by an Accredited Training Organization. Innate Labs is an accredited training organization (A.T.O.) accredited by APM Group - UK - ISO/IEC 20000's official qualification scheme owner as well as official accreditor. ISO/IEC 20000 trainings and ISO/IEC 20000 certification courses conducted by Innate Labs are of international standards and assures students of the best knowledge gain possible in the 4/5-day ISO/IEC 20000 training workshop duration. 
Our Philosophy
We believe doing a certification is an important well-thought decision of our delegates. We would not only enable our delegates to achieve success in certification exams but also equip them with the right skills and knowledge to take the professional challenges heads on. We believe that clearing a certification exam can give you a certificate which is nothing but a piece of paper if you do not have the right knowledge to prove your credentials. 
Certification without knowledge can lend someone to an interview call but cannot help someone to get a job or grow in their career path. Knowledge is the core and certification is just a proof of your knowledge.
Hence, our trainings are knowledge-driven rather than just certification-driven, and, the end result of our training is a 100% success in the certification exam as well as increased confidence of our delegates to leverage their career with the knowledge shared.
Our Trainers
Our trainers are Industry Experts and are accredited with APMG-UK for conducting the training and certification workshops. The trainers are experienced and seasoned professionals from the industry who have 15+ years of practical implementation experience working in all the phases of ITSM, project, programme and portfolio management for global MNCs and have played several roles in the management ladder.
It is this experience that enables our delegates to gain the right practical knowledge coupled with the best practice standards helping them to achieve their career aspirations in our 4/5-day training and certification sessions.
ISO/IEC 20000 Training Course Objectives
• Understand the ISO/IEC 20000 standard at the applicable levels (i.e. Foundation, Practitioner (Implementator) & Auditor level.)
• Understand how to apply the integrated elements of the ISO/IEC 20000 within a work environment.
• Understand the benefits and principles underlying a standard approach to service management.
• Help delegates to operate effectively with colleagues and managers and conduct audits enabling implementation of ISO/IEC 20000 standardized practices within a structured service management environment.**
•  Prepares the delegates to appear for the APMG ISO/IEC 20000 Foundation/Practitioner/Auditor Level Management Certification and pass it successfully.
** Applicable in case of Practitioner & Auditor Level Programs
ISO/IEC 20000 Certification Levels
Foundation Level
The Foundation is the entry level of the ISO/IEC 20000 examinations.
The purpose of the Foundation level is to confirm that the candidate has good/basic knowledge of the contents and requirements of the ISO/IEC 20000 standard and understands how the standard operates in a typical IT service provider organization.
The Foundation meets the pre-requisite for entry to the Practitioner certification.

Exam Format

  • Multiple choice
  • 40 questions per paper
  • 26 marks required to pass (out of 40 available) - 65%
  • 60 minutes duration
  • Closed book.

Practitioner Level
Prerequisites - A candidate must hold one of the following certifications to qualify to sit the Practitioner examination:

  • The APMG ISO/IEC 20000 Foundation, or
  • The BCS ISO/IEC 20000 Foundation, or
  • ITIL Foundation

At Practitioner level you should understand and be able to apply the content of the ISO/IEC 20000 standard within currently certified organizations or those considering certification.

Exam 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).

Auditor Level
Candidates who pass the Auditor examination will have shown that they understand the principles of IT Service Management and the requirements of ISO/IEC 20000-1:2011 (Part 1).
This is a transition course for experienced auditors. It is essential that delegates attending the course have a minimum of three years’ experience conducting audits in an IT environment. This may be as a third party auditor or as an internal auditor for an organization. It is mandatory to have attended an APMG-accredited Auditor course in order to take this examination.

Exam Format

  • Multiple choice
  • 40 questions per paper
  • 26 marks required to pass (out of 40 available) - 65%
  • 60 minutes duration
  • Closed book.

Course Deliverables
• Pre-study enrollment pack consisting of reference material
• Officially accredited extensive ISO/IEC 20000 Courseware
• Case studies (based on real life scenarios)
• Official ISO/IEC 20000 certification sample papers (200+ practice question sets)
• Service management templates which can be used in real project situations
• Extensive Support (Email/Phone) (Access to Innate Labs - ISO Forums)
• Extended interactions with Industry Expert Consultants
• Optional Access to our Industry Expert Consultants post training program around implementation aspects of ISO/IEC 20000
Course Fees Includes:
• ISO/IEC 20000 Training Fees
• ISO/IEC 20000 Certification Examination Fees (as per program enrollment)
• 4-Star Conferencing Facilities including lunch, Tea/Coffee
• Course Deliverables as stated above
The ISO/IEC 20000 certification training class sizes are limited. The ISO/IEC 20000 training and certification course includes work-based practical activities and discussions as well as sample questions.


  • Certification Workshops