ISO/IEC 20000 Standard Training

This two-day training course provides an introduction to the requirements of the ISO/IEC 20000-1:2018 standard and its application in IT service management. The updated standard better supports the integration of service management processes into an organization’s management system.

ISO/IEC 20000-1:2018 Standard Training Content

In this training, you will learn the key requirements of the ISO/IEC 20000-1:2018 standard. The revised standard includes many timely updates related to IT service management. The standard now better supports the integration of service management and governance processes into an organization’s operational or management system. The ISO/IEC 20000 series of standards offers a wide range of processes and best practices specifically for the development and management of IT service development, delivery, and support functions.

Who is the ISO/IEC 20000 standard training course intended for?

ISO/IEC 20000 training is suitable for IT service providers and software companies:

Developers and trainers of IT service operations and processes, quality managers, evaluators, and auditors, as well as supervisors and foremen

Standard Used in Training

For the training, you will need the SFS-ISO/IEC 20000-1:2018 standard (or ISO/IEC 20000-1:2018). For more information and to place an order, contact the Finnish Standards Association, tel. (09) 149 9331/sales, or order online. The standards are not included in the training fee.

What is included in the price?

The course fee includes instruction, course materials, lunch, and morning and afternoon coffee breaks. The course includes interactive, lecture-style introductions to the topic, discussions, and group work.

Program and Schedule - ISO/IEC 20000 Standard Training (2 days)

The training is spread over two separate days. Each day begins at 9:00 a.m. and ends at 4:00 p.m. Lunch and coffee are included on each day of the training.

Day 1

8:30 a.m. Registration and morning coffee

9:00 a.m. Opening of the training session

9:15 a.m. Service Management and Management Systems

Service Management as Part of Management Systems
ISO/IEC 20000 Series: Purpose and Target Audience of the Various Parts
Integration with other management systems, such as the information security management system and the quality management system

10:15 Break

10:30 Requirements for the Service Management System

We will discuss the content of the SFS-ISO/IEC 20000-1:2018 standard, specifically Chapters 4–10.

Chapter 4: The Organization's Operating Environment
Chapter 5: Leadership

11:30 a.m. Lunch

12:30 p.m. Assignment

1:00 p.m. Requirements for the Service Management System (continued)

Chapter 6: Design
Chapter 7: Support Functions of the Service Management System

2:00 p.m. Coffee

2:15 p.m. Requirements for the Service Management System (continued)

Chapter 8: Service Management System Operations (Chapter 8 covers all key service management system processes)

4:00 p.m. The day ends

Day 2

8:30 a.m. Morning coffee

9:00 a.m. Opening of the second day of training, brief review of Day 1

9:15 a.m. Requirements for the Service Management System (continued)

Chapter 8: The Service Management System Continues to Operate

10:15 Break

10:30 a.m. Requirements for the Service Management System (continued)

Chapter 9: Performance Evaluation
Chapter 10: Improvement

11:30 a.m. Lunch

12:30 p.m. Assignment

1:00 p.m. Experiences with ISO/IEC 20000-1 Certifications and Assessments

2:00 p.m. Coffee

2:15 p.m. Review of training topics through discussion

3:30 p.m. The training ends

Learn more about our trainers' expertise and experience

Jyrki Lahnalahti

Management consultant, lead auditor, and trainer in information security and IT services.

Working with clients is important to me, and it’s what drives me in my roles as a management system consultant, lead auditor, and trainer. I have long been involved in standardization work in the areas of service management and information security.

My previous experience—including as an entrepreneur and in a variety of roles—forms the basis for my training offerings. My training topics include management system standards for information security (ISO/IEC 27001), service management (ISO/IEC 20000-1), business continuity management (ISO 22301), and quality management (ISO 9001). In addition to these, my other areas of expertise and training include corporate security management systems, risk management, and internal auditing. Among the training programs and certifications I have completed, I must mention the Security Management Training Program (TJK 13), which broadened my perspective on the big picture of corporate security and its various subfields.

As a trainer, it’s important to me that, in addition to providing theoretical or conceptual background, I can also share my own personal experiences with the participants. My style involves close interaction with participants through discussions, challenging assumptions, and sharing real-life, authentic examples. I can’t recall a training session I’ve led from which I didn’t also learn or gain something myself.

I have been working as an auditor for 20 years. Before that, I spent many years in various roles in the ICT sector, including as a programmer, project manager, and consultant. I have been conducting training sessions for over 15 years.

In my free time, I enjoy spending time outdoors, working on my old farmhouse, and tinkering with computers.

Why Choose DEKRA?

DEKRA is a leading international expert organization with extensive experience in ISO standards training and ISO/IEC 20000-1 certification audits in the field of IT service management.

Our experts have a thorough understanding of the ISO/IEC 20000-1:2018 standard, and the training combines the standard’s requirements with practical exercises and insights from real-world 20000-1 certifications, providing you with tools you can put to use right away.

We offer flexible training options: open enrollment courses, online training, and customized corporate training programs.

All of Our Training Programs