Service Management

3 Day Lead Implementer’s course


To acquire the expertise to implement an ISO 20000 system

To understand the operation of an ISO 20000 conformant Service Management system

To understand the relationship between the Service Management system, including the management processes and compliance with the requirements of different stakeholders of the organization

To improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making in the context of a Service Management system

Business Continuity

Who Should Attend

All Service Professionals, Head of Departments and Service Managers

All Support Function owners


Course Tutors

This course will be conducted by quality specialists who are approved Lead Auditors and Tutors and who have hands on experience of certification auditing and approved training.


Day 1: Introduction to Service Management System concepts as required by ISO 20000

  • Introduction to Service Management
  • ISO 20000 and ISO 20000 family of standards
  • ISO 20000 Fundamentals
  • Processes and Process Approach- PDCA/ SIPOX/ ETVX
  • Workshop – Process Approach
  • Implementation Approach- SMS
  • Terms and Definition
  • Implementation guidelines
  • Scoping of SMS
  • Introduction to ISO 20000:2011 Standard –Service Management Planning

Day 2

  • Various clauses of ISO 20000:2011
  • Implementation of Service Management
  • Monitoring and Review of Service Management
  • Monitoring and Improving Service Management
  • Service Level Management
  • Workshops – Service Catalogue/ SLM/ Service Plan
  • Design and Transition of New or changed services – Implementation Road Map
  • Workshop – Capacity Plan
  • Understanding & Implementation of Standard Clauses

Day 3

  • Incident/ Problem and Change management
  • Relationship management and release management
  • Workshop – Road Map and culture building
  • Adequacy and Implementation Issues
  • Auditing and other system requirements