Certification Details

Courses required for the ISO/IEC 20000 Practitioner certificate:

1A. ISO/IEC 20000 Practitioner Certification

Edit in ETM

Through this training course, students will learn about the relationship between related standards and best practices of ISO/IEC 20000. This training will enable practitioners to fully develop an organization’s Service Management capability and assess its readiness for certification within the ISO/IEC 20000 certification scheme.

Course Includes

Price: $2,195.00

3-Day Course Includes:

  • Class exercises in addition to training instruction
  • Courseware books, notepads, pens, highlighters and other materials
  • Full breakfast with variety of bagels, fruits, yogurt, doughnuts and juice
  • Tea, coffee, and soda available throughout the day
  • Freshly baked cookies every afternoon – *only at participating locations

For group training options, call us at (240) 667-7757 or email promo@phoenixts.com. 

Course Outline

Lesson 1: ISO/IEC 20000 Standard: Introduction and Background

Lesson 2: IT Service Management Principles

Lesson 3: Certification Scheme

Lesson 4: ISO/IEC 20000-1 Service Management System Requirements

Lesson 5: ISO/IEC 20000-2 Service Management Systems Guidance

Lesson 6: Achieving ISO/IEC 20000 Certification

Lesson 7: ISO/IEC 20000-3 Applicability, Scoping and Eligibility

Lesson 8: Formal Certification and Full Surveillance Audits

Lesson 9: Exam Preparation

Exam Info

ISO/IEC 20000 Practitioner Exam:


  • Complex multiple choice questions
  • 4 questions per paper, each question is worth a total of 20 marks  
  • 40 marks required to pass, the equivalent of 50%
  • The exam lasts a total of 3 hours
  • Open book (a copy of Part 1 is permitted)

Is the training you want not scheduled? No problem!

Just contact us below with the course you want and someone from the Phoenix TS team will get back to you soon with available training options.