IT Service Quality Management with ISO/IEC 20000: 2011

  • Duration 3 days
  • Regular fee 0
  • Preferential fee 0?
  • Locations


To provide a clear understanding of the ISO/CEI 20000® management framework, the basic concepts, the processes, the advantages and issues related to the implementation of processes based on customer service, and the efficiency of IT service provision and support.

Targeted audience

Support department managers and personnel interested in understanding the key concepts of the ISO/IEC 20000 standard in order to efficiently provide services.


Three to six months experience in an IT organization.

Special Note

The course schedule is from 9:00 AM to 5:00 PM. The course is provided by Accredited Training Organisations (ATOs) andby APMG International.

  • Maximum class size: 18
  • Course length: 18 hours


  • Introduction and overview: management systems; responsibilities of management; relationship between ITIL® and ISO 20000; terminology and documentation; audits and certifications
  • The importance of quality in IT management
  • ISO 20000-1, specifications, planning the implementation of IT service management; supervision and improvements; service provision, relationship management; problem resolution; control; implementation
  • ISO 20000-2: best practices
  • The relationships between the various processes of the standard
  • Terminology
  • The issues related to a complete or a partial implementation of the standard
  • Best practices for management systems, planning and implementing IT service management, supervision and improvements, service provision, relationship management, problem resolution, control and implementation

Material Note

The course material is in French, except for ISO 20000-2.

Legal Note

“ITIL® is a registered trade mark of AXELOS Limited.” “IT Infrastructure Library ® is a registered trade mark of AXELOS Limited.” "The Swirl logo™ is a trade mark of AXELOS Limited.” "Accredited ITIL® training is provided by Qualiti7 International, a LCS Accredited Training Organisation."

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Only private sessions of this course are currently available (8 participants minimum).

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