ISO/IEC 20000-1 Service Management Course

Name: ISO/IEC 20000-1 Service Management Implementation Course
Availability: InStock

Turn ISO/IEC 20000-1 requirements into SMS scope, governance, service controls, evidence, review routines, and an implementation roadmap.

ISO/IEC 20000-1 Service Management Course

At a glance

Duration: 1 Week
Format: Classroom
Cities: Barcelona, Dubai, Berlin, Doha, Amman, Sharm El-Sheikh and more
Next session: 9 – 13 November 2026, Barcelona
Average fee: 5,750 €

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ISO/IEC 20000-1 Service Management Implementation Course

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Overview

ISO/IEC 20000-1 Service Management Implementation Course is a one-week foundation course for service management and governance functions, and participants leave with an SMS Implementation Roadmap. The course connects ISO/IEC 20000-1 service management implementation, service management system scope, a service management plan, service lifecycle controls, and continual improvement into an evidence-based implementation sequence. Agile Leaders Training Center presents the SMS implementation roadmap for service organizations.

Who Should Attend

Service management functions responsible for coordinating service outcomes and management-system controls
Service ownership functions responsible for requirements, performance, and stakeholder agreements
Process leadership functions responsible for designing, operating, and reviewing service controls
Quality and governance functions responsible for documented information, assurance, and corrective action
Implementation and internal review functions responsible for building evidence and tracking readiness

The course assumes participants contribute to service processes or governance activities, and it leaves certification preparation, auditor qualification, and detailed ITIL practice design outside its scope.

Departments and Industries

The course supports departments and industries that establish, operate, review, or improve service management systems.

Information technology and shared-services departments
Telecommunications and managed-service providers
Financial services and insurance operations
Healthcare and public-service support functions
Quality, risk, governance, and internal review departments

Learning Objectives

By the end of this course, participants will be able to:

Apply ISO/IEC 20000-1 requirements to SMS context and scope decisions.
Build policy, responsibility, risk, objective, and planning controls.
Use documented information and competence controls to support implementation.
Analyze service portfolio, relationship, supply, demand, and lifecycle controls.
Evaluate performance evidence, internal reviews, and corrective actions.
Prioritize an SMS Implementation Roadmap for continual improvement.

Course Agenda

Day 1: Define SMS Context and Direction

ISO/IEC 20000-1 SMS Requirement Map
Interested-Party and Service-Requirement Register
SMS Scope and Boundary Statement
Leadership, Policy, and Accountability Matrix
Risks, Opportunities, and Objectives Log

Day 2: Build the SMS Foundation

Service Management Plan Structure
Documented Information Control Register
Resource, Competence, and Awareness Matrix
Service Portfolio and Lifecycle Map
Measurement, Reporting, and Governance Calendar

Day 3: Design Relationship and Service Controls

Customer, Supplier, and Agreement Register
Service Level and Service Requirement Matrix
Demand and Capacity Planning Board
Service Design, Build, and Transition Gate
Change, Release, and Configuration Control Map

Day 4: Operate, Assure, and Improve Services

Incident and Service Request Fulfillment Model
Problem and Knowledge Management Linkage
Availability, Continuity, and Information Security Assurance Map
Performance Evaluation and Internal Review Pack
Nonconformity, Corrective Action, and Improvement Register

Day 5: Practice SMS Implementation

Suggested Exercise: Define SMS Scope and Interested Parties
Suggested Exercise: Build a Service Management Plan
Suggested Exercise: Map Service Lifecycle Controls
Suggested Exercise: Review Performance and Corrective Action
Capstone Exercise: Complete an SMS Implementation Roadmap

Practical Exercises

The course uses suggested activities based on managed-service, financial-service, healthcare-support, and shared-service cases.

Suggested activity: define organizational context, interested parties, service requirements, and boundaries for a proposed SMS.
Suggested activity: connect policy, roles, risks, objectives, resources, and documented information in a service management plan.
Suggested activity: map portfolio, relationship, agreement, supply, demand, design, transition, resolution, fulfillment, and assurance controls.
Suggested activity: evaluate performance evidence, record a nonconformity, define corrective action, and prioritize improvements.

FAQs

Who suits ISO/IEC 20000-1 service management implementation, and what does it assume?

ISO/IEC 20000-1 service management implementation suits service managers, service owners, process leads, governance specialists, implementation teams, and internal reviewers. It assumes participants already contribute to service processes or governance activities.

How does ISO/IEC 20000-1 service management implementation differ from ITIL training?

ISO/IEC 20000-1 service management implementation builds a requirements-based management system, while ITIL training focuses on service management practices and guidance. ITIL can support implementation, but it does not replace the standard's requirements.

What is a service management system scope under ISO/IEC 20000-1?

A service management system scope defines the organizational boundaries, services, interested parties, and applicable requirements governed through the SMS. A clear scope anchors policy, planning, control ownership, and evidence.

What evidence supports ISO/IEC 20000-1 performance evaluation?

ISO/IEC 20000-1 performance evaluation uses defined measures, monitoring results, service reports, internal reviews, management review inputs, nonconformity records, corrective actions, and improvement decisions.

Conclusion

Participants take back an SMS Implementation Roadmap. It combines scope decisions, governance responsibilities, planning controls, service lifecycle controls, evidence requirements, review routines, corrective actions, and improvement priorities. The roadmap changes disconnected implementation tasks into a sequenced basis for establishing and improving a service management system.

credits: 5 credit per day

Course Mode: full-time

Provider: Agile Leaders Training Center

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Showing 1-20 of 76 events

Location	Dates	Duration	Mode	Price
Barcelona	Week 46, 2026 9 – 13 November 2026	1 Week	Onsite	€5,700
Dubai	Week 47, 2026 16 – 20 November 2026	1 Week	Onsite	€4,500
Berlin	Week 47, 2026 16 – 20 November 2026	1 Week	Onsite	€5,700
Doha	Week 47, 2026 22 – 26 November 2026	1 Week	Onsite	€5,500
Amman	Week 47, 2026 22 – 26 November 2026	1 Week	Onsite	€4,100
Sharm El-Sheikh	Week 50, 2026 7 – 11 December 2026	1 Week	Onsite	€4,100
Lisbon	Week 51, 2026 14 – 18 December 2026	1 Week	Onsite	€5,700
London	Week 52, 2026 21 – 25 December 2026	1 Week	Onsite	€5,700
Cairo	Week 53, 2026 28 December 2026 – 1 January 2027	1 Week	Onsite	€4,100
Abu Dhabi	Week 53, 2026 28 December 2026 – 1 January 2027	1 Week	Onsite	€4,700
London	Week 01, 2027 4 – 8 January 2027	1 Week	Onsite	€5,700
Manama	Week 01, 2027 10 – 14 January 2027	1 Week	Onsite	€4,700
Nairobi	Week 01, 2027 10 – 14 January 2027	1 Week	Onsite	€4,500
Langkawi	Week 02, 2027 17 – 21 January 2027	1 Week	Onsite	€6,000
Kuala Lumpur	Week 03, 2027 18 – 22 January 2027	1 Week	Onsite	€5,200
Madrid	Week 04, 2027 25 – 29 January 2027	1 Week	Onsite	€5,700
Abu Dhabi	Week 04, 2027 25 – 29 January 2027	1 Week	Onsite	€4,700
Vienna	Week 06, 2027 8 – 12 February 2027	1 Week	Onsite	€5,700
Seoul	Week 06, 2027 8 – 12 February 2027	1 Week	Onsite	€10,000
Baku	Week 07, 2027 15 – 19 February 2027	1 Week	Onsite	€5,000

Frequently asked questions

What does this course cover?

OverviewISO/IEC 20000-1 Service Management Implementation Course is a one-week foundation course for service management and governance functions, and participants leave with an SMS Implementation Roadmap. The course connects ISO/IEC 20000-1 service management implementation, service management system scope, a service management plan, service lifecycle con…

Are training dates available?

Yes. Available dates and destinations are listed in the course dates section on this page.

How can I register?

Choose an available date on this page and complete the registration form, or send a programme enquiry.

Can I download the course brochure?

Yes. Use the brochure download link provided on this page.

ISO/IEC 20000-1 Service Management Course