This course prepares professionals to design, implement, and operate a Service Management System aligned with ISO/IEC 20000-1:2018. It goes beyond theoretical ITSM models and focuses on execution: governance, service lifecycle control, measurable performance, and audit-ready documentation. Participants work through realistic implementation scenarios, make implementation trade-offs, and translate ISO/IEC 20000-1 requirements into operational service practices. This training is designed for professionals responsible for service quality, contractual commitments, and operational reliability in complex IT and digital service environments.
Upcoming dates you can join soon.
This course runs multiple times per year, onsite and online.
Interpret ISO/IEC 20000-1 requirements for implementation decisions
Build an SMS plan with policies, objectives, and roles
Implement SMS operational processes and controls
Establish monitoring, audit, and continual improvement routines
“Henri perfectly filled in the gaps in our knowledge and tailored the course contents to our difficult schedules, many thanks !”
Simon Baynes
BCMS manager
MSC MEDITERRANEAN SHIPPING COMPANY SA
“Henri and Alexis conducted a focused, intensive four-day ISO/IEC 27001 Lead Implementer Course of immediate relevance to The Global Fund. Participants representing both IT and Risk are now better prepared to design and operationise a corporate ISMS.”
Andreas Tamberg
Senior advisors enterprise risk management
The Global Fund
“Overall enjoyable training. To the point end trainer kept clear focused.”
Stephane Di Bari
Service operations manager
UNICC
Get instant answers to common questions about this course from our expert trainers.
It is a four-day course that develops the expertise to establish, implement, manage, and maintain an SMS based on ISO/IEC 20000-1:2018, including planning, operational control, monitoring, and certification audit preparation.
“Support an organization in establishing, implementing, managing and maintaining a Service Management System (SMS) based on ISO/IEC 20000-1.”
Expert Trainer
Managers and consultants implementing an SMS, project managers leading SMS implementation, conformance owners, expert advisers, and SMS implementation team members.
“Managers or consultants involved in the implementation of a Service Management System (SMS) in an organization.”
Expert Trainer
It covers SMS fundamentals, planning and implementing an SMS based on ISO/IEC 20000-1, performance evaluation and monitoring, continual improvement, and preparation for SMS certification audit. The exam is online, three hours, and available in multiple languages.
“Domain 3 Planning an SMS implementation based on ISO/IEC 20000-1.”
Expert Trainer
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