ISO 20000 Employee Readiness Course is a practical training course for employees, focused on their daily role in service quality, operational discipline and consistent delivery. The aim is not to teach the standard clause by clause, but to translate ISO/IEC 20000-1 into concrete behaviours, operational awareness, better interaction with users and greater care in handling incidents, requests, changes and activities that influence service.
Quick Access: Introduction· Why this course exists· What this course enables· Frameworks and standards· Value· Objectives· Target audience· Prerequisites· Programme· Exam & Certification· Other information· Benefits· Logistics· FAQs· Registration
Upcoming dates
Confirmed dates.
Synchronous, live training. Interaction with the trainer and the group.
Live Online • next edition
Live Online • base price
Language: available in Portuguese or English
Training: service culture, discipline and reporting
Exam: 15 min
ESSENTIAL LEVEL — structured awareness and foundational behaviours.
Why this course exists
To turn service management into consistent behaviours in daily work.
Many organisations define service management processes, responsibilities and practices, but remain exposed to execution failures, inconsistent request handling, incomplete records, poor communication with users and operational deviations that affect service quality. This course exists to help each employee understand their practical role in the Service Management System, contributing to a more stable, predictable and quality-oriented operation.
What this course enables you to do
Understand
Understand, in simple language, what ISO/IEC 20000-1 is and why service quality also depends on each employee’s daily behaviour.
Act
Adopt essential good practices in carrying out activities that influence service delivery, continuity and consistency.
Recognise
Identify situations that may degrade service quality, generate operational failures or harm the user experience.
Report
Know when to escalate incidents, deviations, limitations, operational risks or situations that affect the service.
Contribute
Help strengthen a more disciplined, predictable service culture focused on continual improvement.
Frameworks, standards and best practices addressed throughout the course
Service Management System (SMS)
Service management in daily work
Service quality, consistency and value
Incidents, requests and operational communication
Records, traceability and execution discipline
Changes and service impact
Continual improvement
Employees’ role in service quality
Practical relationship between ISO/IEC 20000-1 and service management good practices
Value for the organisation
- Strengthens service culture across the organisation.
- Increases consistency in the execution of activities that affect service delivery.
- Reduces avoidable errors associated with human behaviour and operational failures.
- Improves initial handling of incidents, requests and deviations.
- Improves alignment between defined processes and daily practice.
- Provides evidence of awareness and cross-functional training in the context of the SMS.
Introduction
The ISO 20000 Employee Readiness course was designed to support organisations that wish to strengthen their service management culture in a practical, accessible and behaviour-oriented way.
Throughout the training, participants understand the practical meaning of service management in daily work, the impact that small operational decisions may have on service quality, and what is expected from each employee in task execution, activity recording, communication with teams and users, and reporting of situations with operational impact.
The ISO 20000 Employee Readiness course covers practical service management fundamentals, good execution routines, attention to operational consistency, recognition of situations that create service risk and the importance of timely escalation.
This training is particularly suitable for structured awareness programmes, onboarding, periodic reinforcement of service culture and readiness initiatives in the context of ISO/IEC 20000-1.
This Training Plan and all associated documents are protected by Copyright and registered as a literary work with IGAC.
General Objectives
At the end of this course, participants will be able to:
- Understand, in simple language, what ISO/IEC 20000-1 is and what it means for the organisation.
- Recognise each employee’s role in service quality and consistency.
- Apply basic good practices in the execution of operational activities.
- Contribute to better handling of incidents, requests and deviations.
- Understand the importance of recording, traceability and appropriate communication.
- Identify situations that may affect service quality, continuity or predictability.
- Recognise when a situation should be escalated.
- Contribute to a more consistent service culture aligned with the SMS.
Target Audience
- All employees and workers in the organisation with direct or indirect impact on service delivery.
- Operational, support, administrative, technical and coordination teams.
- New employees in onboarding processes.
- Organisations with an SMS certified, under implementation or being matured.
- Organisations that wish to strengthen service culture, operational discipline and user focus.
Prerequisites
There are no mandatory formal prerequisites. The course was designed to be accessible to participants without a specialised technical profile, favouring clear language, practical applicability and behavioural focus.
It is suitable for cross-functional awareness programmes, onboarding, periodic training and reinforcement of service culture across teams and organisations.
However, other specific requirements may apply, where relevant, depending on the quotation or proposal presented.
Programme
ISO/IEC 20000-1 in simple language
- What ISO/IEC 20000-1 is
- What a Service Management System is
- Why service management depends on the whole organisation
- Practical impact on daily work
Each employee’s role in service quality
- Individual responsibility
- Expected behaviours
- Operational discipline and consistency
- Service culture in daily work
Daily activities that influence service
- Correct and consistent execution
- Recording and traceability
- Communication with teams and users
- Compliance with procedures and instructions
How to recognise situations that affect service quality
- Incidents and operational failures
- Poorly handled or incomplete requests
- Deviations, delays and avoidable errors
- Warning signs that should not be ignored
Incidents, requests, escalation and reporting
- What to report, when and through which channel
- When to escalate a situation
- Importance of proper recording
- What to do and what not to do in the first moments
Improving service in daily work
- Small actions that strengthen consistency
- Attention to the user experience
- Relationship between individual behaviour and service quality
- Good routines to support continual improvement
Exam(s) and Certification
Exam “Certified ISO 20000 Employee Readiness”
The exam covers the following competence domains:
- Domain 1: Practical fundamentals of ISO/IEC 20000-1, service management and the employee’s role
- Domain 2: Good practices in execution, recording, communication and operational discipline
- Domain 3: Recognition of service risk situations, incidents, requests and initial reporting
Language(s): Portuguese and English.
Duration: 15 minutes.
Format: Multiple choice.
Pass mark: ≥ 60%.
Results: Pass or Fail.
Issuing entity: Behaviour (legal entity), through its certification service Behaviour Certification Services.
Retake: 1 free retake within a maximum period of 2 months after the result of the initial exam.
Certification
Behaviour® professional certification is Behaviour’s own certification scheme, developed to validate knowledge, understanding and practical application capability in professional and organisational contexts.
After successfully completing the exam and accepting/signing the applicable agreement and Code of Ethics, the candidate obtains the credential Certified ISO 20000 Employee Readiness, issued by Behaviour (legal entity), through its certification service Behaviour Certification Services.
A Certificate and a Digital Certification Badge will be issued to participants who successfully complete the certification exam and satisfy all requirements of the applicable certification.
Certification programmes are valid only for individuals, and the award and maintenance of certification depend on the exam result and compliance with the applicable agreement and Code of Ethics.
If the professional does not comply with the agreement or the Code of Ethics, the certification is not granted or is revoked.
Other Information
General Information
- Training available in Portuguese or English.
- Training materials available in Portuguese or English, with online access, in accordance with the awarded conditions.
- Behaviour digital Training Attendance Certificate with 2 CPD/CPE credits.
- Online Certification Exam, in Portuguese or English. The exam may be taken up to 2 months from the course start date.
- If the candidate does not pass the exam, they are entitled to one free retake within a maximum period of 2 months from the release date of the initial exam result.
- Behaviour digital Certification Diploma and Digital Certification Badge after passing the exam and completing the application process.
Trainer(s)
Behaviour team with experience in service management, operational quality, IT service management, management systems and organisational awareness programmes.
Benefits
View benefits
- Simple, practical language suitable for non-specialists.
- Reinforcement of correct behaviours in service delivery and support.
- Reduction of avoidable failures associated with inconsistent execution or poor communication.
- Better initial handling of incidents, requests and deviations.
- Support for internal awareness programmes and evidence of organisational readiness.
- Well suited to onboarding, periodic refreshers and cross-functional training.
Logistics
Useful information
- Live Online (synchronous time): 09h30–11h30 (Lisbon time), with short breaks
- Classroom (synchronous time): 14h30–16h30 (Lisbon time), with short breaks
- 2 hours of synchronous training, morning or afternoon.
- Requirements: computer with stable internet, browser, PDF reader and audio/video
Hotels in Lisbon
Find out where you can stay in Lisbon, near Behaviour, for classroom training.
Frequently Asked Questions
Objective answers to additional questions about the ISO 20000 Employee Readiness course:
Does this course help reduce execution failures even when processes are already defined?
Yes. The training was designed precisely for contexts where processes, responsibilities and practices are already defined, but execution failures, incomplete records, inconsistent communication or deviations that affect service quality still occur.
Does the course address only incidents, or also requests, deviations and other situations with service impact?
It is not limited to incidents. The ISO 20000 Employee Readiness course also addresses requests, deviations, delays, avoidable errors, activity recording and other daily situations that may affect service quality, continuity and predictability.
Does this training help reinforce the importance of recording and traceability?
Yes. One of the focuses of the training is to reinforce recording discipline, activity traceability and the quality of operational communication, to support better execution, better initial response and continual improvement.
Is the course useful for people who influence the service without holding a technical role?
Yes. The course applies to employees in operational, administrative, technical, support and coordination areas whenever their work has a direct or indirect impact on service delivery and quality.
Does the course reinforce only knowledge or also concrete behaviours?
It reinforces both. The training translates ISO/IEC 20000-1 into practical behaviours, good execution routines, attention to the user experience and greater care in reporting and escalating situations with service impact.
For general questions about registration, delivery modes, exams, certification and recertification, please consult the BEHAVIOUR® FAQs.
Registration
Complete the form to request registration for the preferred delivery mode.
Request more information
If you would like help to frame the course within your professional or organisational context, contact us and we will indicate the most suitable path.
Companies: request a proposal
For team registrations, we provide volume conditions and a proposal tailored to the organisational need.
This course may be attended by individual professionals. It may also be integrated into internal training initiatives for teams involved in service delivery and support, reinforcing roles, operational discipline, failure reporting and daily quality.