ISO 20000 Essentials Course introduces the fundamentals of IT service management and the principles of ISO/IEC 20000-1, framing the concept of a Service Management System (SMS). The training establishes a clear basis for understanding requirements, terminology and best practices before progressing to implementation or audit.
Quick Access: Introduction· Why this course exists· What this course enables· Frameworks and standards· Value· Objectives· Target audience· 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: focused on understanding requirements
Exam: 30 min
ESSENTIAL LEVEL — structured and solid knowledge that supports any career.
Why this course exists
To create a solid foundation and common language in ISO/IEC 20000-1, service management and SMS.
Many organisations depend on IT services and critical digital services, but start service management initiatives without a consistent basis of concepts, terminology and understanding of the structure and requirements of ISO/IEC 20000-1.
This course establishes the necessary foundations so that professionals from any area can understand and start applying the practices of the standard, in their organisation or in support of third parties.
What this course enables you to do
Understand
Master service management concepts, terms and definitions and frame ISO/IEC 20000-1 in the context of an SMS.
Interpret
Read ISO/IEC 20000-1 with method: recognise the structure, identify the clauses and understand the topics and requirements.
Relate
Select relevant standards from the ISO/IEC 20000 family and understand the relationship with ITIL® and other service management practices.
Frame
Contextualise requirements, processes and practices in the organisational reality, supporting management of the service lifecycle.
Frameworks, standards and best practices addressed throughout the course
SMS concepts
10 clauses
Service lifecycle management
Context
Leadership
Planning
Support
Operation
Performance evaluation
Improvement
ISO/IEC 20000 family
ITIL® & correlated practices
Value for the organisation
- Common knowledge base for teams involved in service management and IT service operations.
- Better understanding of ISO/IEC 20000-1 requirements and their practical application in real contexts.
- Ability to frame clauses, processes and essential SMS practices within the service lifecycle.
- Solid preparation to support SMS implementation and operation initiatives, aligned with practices and frameworks such as ITIL®.
Introduction
The ISO 20000 Essentials course is based on the international service management standard ISO/IEC 20000-1 and presents the knowledge required for professionals from any area to know and understand the concepts, terms and definitions related to service management, with emphasis on IT services.
The course addresses the structure of ISO/IEC 20000-1 and the topics associated with its clauses, enabling participants to start applying the standard’s practices in their organisational context or in support of third-party organisations.
It also includes a summary of the most relevant standards in the ISO/IEC 20000 family, including their relationship with ISO/IEC 20000-1 and the ITIL® framework, and their applicability in the context of a Service Management System (SMS).
This course prepares participants for the Certified Service Management 20000 Essentials personal certification.
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 and use essential knowledge, namely service management and ISO/IEC 20000-1 concepts, terms and definitions.
- Understand and apply essential concepts related to management systems.
- Understand the structure of ISO/IEC 20000-1 and identify the different clauses of the standard.
- Know and select standards from the ISO/IEC 20000 family suitable to support the implementation and operation of an SMS based on ISO/IEC 20000-1.
- Understand the relationship and identify the main differences between the ITIL® framework and ISO/IEC 20000-1.
- Identify other international service management practices that may be used together with ISO/IEC 20000-1.
- Frame, within the organisation’s context, the requirements and topics included in the clauses of ISO/IEC 20000-1, including processes and practices required for service lifecycle management.
- Possess the knowledge required to successfully take the “Certified Service Management 20000 Essentials” certification exam.
Target Audience
- Professionals involved in the operation of processes of the Service Management System (SMS), including IT services.
- Anyone wishing to acquire the essential knowledge required to work with the ISO/IEC 20000-1 standard.
Prerequisites
There are no mandatory formal prerequisites. However, other specific requirements may apply, where relevant, depending on the quotation or proposal presented.
Programme
Introduction to the course
Introduction to service management and management systems
- Service management concepts, terms and definitions
- Essential concepts and terminology related to management systems
The ISO/IEC 20000-1 standard and the ISO/IEC 20000 family of standards
- Presentation of ISO/IEC 20000-1 and its structure
- The ISO/IEC 20000 family of standards and its relationship with ISO/IEC 20000-1
- ISO/IEC 20000-1 and its relationship with the ITIL® framework and other international service management practices
Applicability of ISO/IEC 20000-1 topics, requirements and processes
- Context definition
- Leadership
- Planning
- Support
- Operation
- Performance evaluation
- Improvement
- Annex A
Exam(s) and Certification
Exam “Certified Service Management 20000 Essentials”
The exam covers the following competence domains:
- Domain 1: Concepts on service management and management systems
- Domain 2: ISO/IEC 20000 family, requirements and applicability of ISO/IEC 20000-1
Language(s): Portuguese and English.
Duration: 30 minutes.
Format: Multiple choice.
Pass mark: 120/200 points.
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
After successfully completing the exam and accepting or signing the applicable agreement and Code of Ethics, the candidate achieves the credential Certified Service Management 20000 Essentials, 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 certification for which they are applying.
The personal certification programme “Certified Service Management 20000 Essentials” is developed and maintained in accordance with the international standard ISO/IEC 17024.
Certification programmes are valid only for individuals, and the award and maintenance of certification depend on the exam result, professional experience 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 7 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.
- Digital Certification Diploma and Digital Certification Badge after passing the exam and completing the application process. This process has no associated cost.
Trainer(s)
Benefits
View benefits
- ISO/IEC 20000-1 defines requirements for an internationally recognised, auditable Service Management System (SMS).
- Supports the improvement of service quality and consistency, operations optimisation and increased customer satisfaction.
- The course is based on the BEHAVIOUR pedagogical model, with a personal certification programme aligned with ISO/IEC 17024.
- Objective preparation for the Certified Service Management 20000 Essentials exam (multiple choice).
- The exam is supervised by an official BEHAVIOUR administrator.
- In case of failure, there is 1 free retake within a maximum period of 2 months after the initial exam result.
Logistics
Useful information
- Live Online (synchronous time): 09h30–17h30 (Lisbon time), with lunch break and short breaks
- Classroom (synchronous time): 09h30–17h30 (Lisbon time), with lunch break and short breaks
- 7 hours of synchronous training, 1 training day
- Requirements: computer with stable internet, browser, PDF reader and audio/video
Hotels in Lisbon
Frequently Asked Questions
Objective answers to the most common questions about the ISO 20000 Essentials course.
Do I need previous experience or prior certifications to participate?
What is the difference between the Essentials and Foundation levels?
The Foundation level goes deeper into requirements and normative structure, preparing the participant to integrate and support implementation initiatives based on a more detailed understanding.
Is this course suitable for management or leadership roles?
What will I be able to do in practice after this course?
What does this course not cover and when should I progress to another level?
Whenever there is a need to implement a management system, lead organisational initiatives or perform audits, the recommended path is to progress to Lead Implementer or Lead Auditor, depending on the intended role.
The Foundation level provides the preparatory basis for that progression, already enabling participants to integrate and support projects under guidance, with structured understanding of the requirements and system logic.
Is this course relevant for someone who works in IT but does not manage services?
For general questions about registration, delivery modes, exams, certification and recertification, please consult the BEHAVIOUR® FAQs.
Registration
Complete the form to request your registration for the preferred edition. Check the upcoming dates.
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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.
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Companies: request a proposal
For team registrations, we provide volume conditions and a proposal tailored to the organisational need.
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This course may be attended by individual professionals. It may also be part of entry-level pathways for teams that need to understand the essential concepts of IT Service Management and the foundations of the SMS.