Ozona Consulting · ISO 20000, ISO 270001, ISO 22301 consultancy

ISO/IEC 20000 · APMG

APMG ISO/IEC 20000

Foundation · Practitioner · Auditor · Official APMG certifications

ISO/IEC 20000 is the international reference standard for IT service management. We deliver the three official APMG certification levels (Foundation, Practitioner and Auditor), taught by Diego Berea, editor of ISO/IEC 20000 in ISO/IEC JTC1 SC40.

The ISO/IEC 20000 standard

ISO/IEC 20000-1 sets out the requirements for a service management system (SMS) that enables the effective delivery of IT services to internal and external customers. Published by ISO/IEC (current revision 2018), it is the international reference to certify organisations and professionals in IT service management. In short: ITIL says how, ISO/IEC 20000 says what.

The three APMG levels

APMG-International is the accreditation body for the ISO/IEC 20000 personnel certification and offers three independent levels, each with its own exam and digital badge:

ISO/IEC 20000 FOUNDATION

Understand the ISO/IEC 20000 standard and how it works in a typical IT service provider. Entry level: no previous experience required.

Duration: 24 hours · 3 days
Exam: 40 questions · pass mark 26/40 (65%) · 60 minutes · languages ES/EN/PT
Target audience: IT service provider staff needing a basic understanding of the standard, teams working in already-certified organisations and professionals considering ISO/IEC 20000 implementation.

ISO/IEC 20000 PRACTITIONER

Apply the content of the standard within an organisation: design, implement and improve a service management system (SMS) aligned with ISO/IEC 20000. Foundation-level training is recommended beforehand.

Duration: 24 hours · 3 days
Exam: 80 questions · pass mark 40/80 (50%) · 150 minutes · languages EN, DE, JA, PT-BR, ZH
Target audience: Professionals, managers and consultants involved in the implementation of an ISO/IEC 20000 SMS or in ongoing activities based on the standard.

ISO/IEC 20000 AUDITOR

Audit ISO/IEC 20000-1 requirements at an IT service provider. Training aimed at both external auditors (RCB) and internal auditors.

Duration: 16 hours · 2 days
Exam: 40 questions · pass mark 26/40 (65%) · 60 minutes · languages ES, EN, PT, DE, JA, ZH
Target audience: External auditors from Registered Certification Bodies (RCB) auditing service providers against ISO/IEC 20000-1, and internal auditors of organisations applying or implementing the standard.

Target audience

ISO/IEC 20000 training is aimed at professionals who manage, design, deliver, audit or improve IT services:

IT Service Management (ITSM) leaders and professionals.
Service Managers, IT Managers and operations leaders.
Consultants and leaders responsible for implementing service management systems.
Internal and external auditors assessing ISO/IEC 20000 compliance.
Quality, governance and compliance professionals working with ISO standards.
Teams preparing the organisation for an official ISO/IEC 20000 certification.

The course includes official APMG materials in English and a workbook completed throughout the course.
The content is based on the current ISO/IEC 20000-1 standard and reflects the official APMG best practices and requirements.
The course is delivered in Spanish, includes electronic material in English and a certificate of attendance.
The course is delivered in interactive online mode. Scheduled breaks are offered during the sessions.
The training is delivered through GoToTraining (or similar).

Participants may use their microphones to intervene during the sessions and ask the tutor questions (there is also the option to use the webcam).
The interactive features of the course may include breakout sessions, polls and quizzes.
The official APMG exam is optional and is taken through the APMG Public Examination Portal.
The course is delivered by Diego Berea, editor of ISO/IEC 20000 in ISO/IEC JTC1 SC40 and APMG-accredited trainer.