Top 10 IT Service Management Best Practices for
Master the top 10 ITSM best practices for modern businesses. Transform your service desk with proven frameworks to
ITSM Training Program Overview
Your ITSM Credential Isn't a Title. It's Your Upgrade from Technician to Strategist
Your ITSM Credential Isn't Just a Designation. It's Your Advancement from Operator to Planner Your technology unit provides support, yet you are unable to validate it. When your organization competes for significant corporate or governmental agreements, rivals possessing ISO/IEC 20000 certification hold the edge. While you are addressing internal emergencies, your company is missing out on profits because your IT service governance lacks a universally recognized, verifiable indicator of excellence. That changes immediately. This is not a theoretical curriculum that merely examines the stipulations of ISO/IEC 20000-1. Our ITSM Training Program was developed by certified Lead Auditors and Implementers who have assisted IT service firms and enterprise IT departments through complete certification paths. They understand precisely what auditors seek, common failure points during the initial audit phase, and how to construct a Service Management System (SMS) that is adherent, streamlined, and usable. In contrast to purely theoretical courses, our emphasis is on deployment and preparedness for audit. You will master the ability to: Determine the extent and relevance of your SMS across governed IT offerings, remote hosting transition services, and application creation departments. Establish governance, operational methods, and oversight mechanisms to demonstrate ongoing enhancement and adherence. Implement tangible abilities in data redundancy administration, IT service procedures, and group coordination. Certification demonstrates comprehension of the standard - but the ultimate benefit is returning to your company as the specialist who guides your staff toward compliance, operational superiority, and the capability to secure vital agreements. This curriculum is designed for IT Directors, Quality Control personnel, and advisors responsible for organizational distinction. Select from evening sessions during the week or weekend groups, all completely participatory with recorded lectures. Beyond formal instruction, you will be provided with checklists for audit readiness, prototype SMS documentation, and practical business scenarios. Discover how to incorporate IT operations with useful development languages and utilities to enhance service fulfillment and advantageous market standing.
ITSM Training Course Highlights
More Than a Program - It's Your Professional Trajectory Enhancer
ISO 20000 Foundation & Practitioner Training
Master core principles and advanced implementation strategies tailored for managed IT services, cloud migration teams, and application development departments.
Guided by Accredited Consultants
Learn directly from seasoned specialists who have successfully implemented ISO 20000 across industries and supported organizations through formal certification audits.
Flexible Career-Aligned Schedule
Choose weekday-evening sessions, weekend-only classes, or accelerated 5-day intensive programs designed specifically for busy IT professionals.
Implementation-Focused Learning Experience
Advance beyond theory with 40+ hours of hands-on exercises covering service blueprinting, transition frameworks, operational models, and continuous improvement processes.
Full Audit Preparedness
Command the certification process with mock reviews, gap analysis tools, and comprehensive audit preparation resources based on real-world implementations.
Ongoing Specialist Guidance
Receive continuous support from industry experts who clarify concepts, address questions, and guide you in applying ISO 20000 best practices effectively.
Corporate Training
Tailored programs for teams with enterprise support
Learning Models
Choose from digital or instructor-led training for a customized learning experience.
LMS Platform
Access an enterprise-grade Learning Management System built for scalability and security.
Pricing Options
Pick from flexible pricing plans that fit your team size and learning goals.
Performance Dashboards
Track progress with intuitive dashboards for individuals and teams.
24x7 Support
Get round-the-clock learner assistance whenever you need help.
Account Manager
Work with a dedicated account manager who ensures smooth delivery and support.
Ready to transform your team?
Get a custom quote for your organization's training needs.
Upcoming Schedule
Join
the next batch that fits your timezone
Skills You Will Gain In Our ITSM Training Program
From Insight to Practical Wisdom
Service Strategy Formulation
Move beyond reactive problem-solving and adopt proactive service planning. Learn to align IT support with organizational objectives, design service portfolios, and develop value propositions that executives understand and approve.
Process Architecture & Execution
Master the design and implementation of resilient ITSM processes that perform reliably in real-world environments. Build efficient workflows that cut operational costs while improving service quality, data integrity, and customer satisfaction across managed IT services.
Vendor Governance & Unification
Manage complex multi-vendor ecosystems and multi-sourced delivery models. Establish governance frameworks that enforce SLA compliance, drive vendor accountability, and maintain seamless coordination across the entire service value chain.
Risk Management & Compliance
Identify operational risks before they impact business operations. Apply structured techniques for risk assessment, mitigation planning, and compliance monitoring to meet internal expectations and external audit requirements.
Results Measurement & Reporting
Move beyond surface-level metrics by building dashboards and reports that reflect true IT performance. Communicate service value to leadership and use analytical and coding skills to automate and visualize performance insights.
Continuous Service Improvement
Develop structured improvement capabilities that evolve with organizational needs. Apply frameworks to identify opportunities, implement refinements, and measure the impact of enhancements on overall service effectiveness.
Who This Program Is For
Ideal Candidates for ITSM Certification
IT Service Administrators
IT Operations Directors
Service Support Desk Supervisors
IT Compliance Personnel
ITSM Consultants
IT Leaders & CIOs
If your responsibilities include overseeing IT services and you're looking to evolve into a strategic leader who shapes organizational direction, this program is crafted precisely for that progression.
ITSM Certification Training Program Roadmap
The Step-by-Step System for First-Attempt Success
1/7
Why get ITSM-certified?
The Credential That Ends the Gatekeeping
Gain Strategic Recognition
Cease being perceived solely as technical support. Achieve the strategic management recognition your background warrants and gain entry to high-level organizational discussions.
Unlock Senior Governance Roles
Unlock senior service governance positions and financial rewards set aside for certified specialists capable of guiding company-wide transformation.
Shift to Intentional Leadership
Move from tactical crisis handling to intentional service planning and assert your involvement in executive business conversations.
Eligibility and Pre-requisites
ISO 20000 Certification
The ISO 20000 certification pathway is globally recognized for validating both theoretical mastery and real-world implementation capability. Each tier is designed to help professionals demonstrate genuine service management expertise through structured progression.
Eligibility Criteria:
Foundation Level : No Prerequisites: Begin your ISO 20000 journey with no prior requirements. This level builds your core understanding of ISO 20000 principles, SLAs, and essential IT service governance practices.
Practitioner Level : Foundation + Practical Exposure: Completion of the Foundation certification along with hands-on experience in ITSM implementation is recommended to extract maximum value from the Practitioner program.
Consultant Level : Practitioner + Deployment Experience: Requires Practitioner certification and documented involvement in ISO 20000 implementation across varied enterprise setups, including Managed IT Services, Incident Management, and IT Asset Management frameworks.
Not Sure Which Level Fits You : For guidance on selecting the certification tier that aligns with your career goals and background, please refer to the detailed FAQ section below.
Course Modules & Curriculum
Comprehensive modules covering all knowledge areas
Module 2
Service Design & Transition Excellence
▾
Lesson 1: Service Design Methodology & Architecture
Engineer robust service designs that scale with business growth and technological evolution. Master service modeling techniques, capacity planning methodologies, and architectural principles that ensure services meet current demands while remaining adaptable to future requirements.
Lesson 2: Change & Release Management Systems
Implement disciplined change management processes that balance agility with risk management. Learn to design change approval workflows, release planning procedures, and deployment strategies that minimize business disruption while enabling rapid value delivery.
Lesson 3: Configuration & Asset Management Integration
Build comprehensive Configuration Management databases (CMDB) and IT Asset Management systems that provide accurate service dependency mapping. Learn to maintain configuration accuracy, automate discovery processes, and leverage configuration data for strategic decision-making. Strengthen operational reliability with Incident Management insights and Knowledge Management practices to support continuous improvement.
Module 3
Service Operation & Performance Management
▾
Lesson 1: Incident & Problem Management Excellence
Design incident response systems that minimize business impact and customer frustration. Master escalation procedures, problem identification techniques, and root cause analysis methodologies that prevent recurring issues and demonstrate continuous improvement to business stakeholders.
Lesson 2: Service Level Management & Measurement
Create meaningful Service Level Agreements (SLAs) that balance business expectations with operational reality. Learn to design SLAs, establish measurement frameworks, and create reporting systems that demonstrate value delivery rather than just operational metrics. Leverage Automation tools to streamline monitoring and reporting for greater efficiency.
Lesson 3: Capacity & Availability Management Systems
Implement proactive capacity planning and availability management processes that prevent service degradation. Master forecasting techniques, resource optimization strategies, and availability design principles that ensure services scale efficiently with business growth.
Module 4
Supplier Management & Integration
▾
Lesson 1: Supplier Relationship Management Framework
Navigate complex multi-vendor environments and establish accountability across the entire service value chain. Learn supplier selection criteria, contract negotiation strategies, and performance management techniques that ensure external providers contribute to overall service excellence.
Lesson 2: Service Integration & Management (SIAM)
Master the integration of multiple IT Solutions providers into cohesive service delivery models. Develop skills in SIAM governance, conflict resolution, and performance coordination that ensure seamless service delivery, while using Automation and Configuration Management practices to streamline processes and reduce errors.
Lesson 3: Vendor Risk Management & Compliance
Implement comprehensive risk management frameworks for supplier relationships. Learn to assess supplier risks, develop mitigation strategies, and maintain compliance oversight that protects organizational interests while enabling productive partnerships.
Module 5
Continual Improvement & Audit Readiness
▾
Lesson 1: Continual Service Improvement Methodology
Build systematic improvement capabilities that evolve services in alignment with changing business needs. Master improvement identification techniques, change impact assessment, and benefit realization processes that demonstrate ongoing value creation.
Lesson 2: ISO 20000 Audit Preparation & Management
Prepare comprehensively for ISO 20000 certification audits through systematic documentation and evidence management. Learn auditor expectations, common audit pitfalls, and evidence preparation techniques. Ensure Service Level Agreements (SLAs), Configuration Management, and IT Asset Management processes are audit-ready for smooth certification outcomes.
Lesson 3: Service Management Maturity & Evolution
Assess and advance organizational service management maturity through structured capability development. Master maturity assessment techniques, capability gap analysis, and transformation roadmap development that guides long-term ITSM evolution.
ISO 20000 ITSM Certification & Exam FAQ
Find
answers to common questions about our course and certification
What distinct proficiency tiers exist for the ISO 20000 designation? ▾
ISO 20000 provides three mastery stages: Foundation (fundamental comprehension), Practitioner (implementation capability), and Consultant (advanced expertise). Foundation requires no preceding qualifications, Practitioner builds upon Foundation, and Consultant necessitates documented execution background.
What is the approximate expense for the ISO 20000 assessment in your region? ▾
The Foundation assessment typically costs around $300-$400, the Practitioner level ranges from $500-$600, and the Consultant tier is approximately $700-$800. These fees are paid directly to accredited bodies such as APMG or EXIN and are separate from training charges.
What is the structure and time allocation for the ISO 20000 examinations? ▾
Foundation: 40 multiple-choice questions over 60 minutes. Practitioner: scenario-based questions over 2.5 hours. Consultant: comprehensive case study analysis and written responses over 4 hours. Each level progressively evaluates deeper implementation knowledge.
What is the required achievement score for ISO 20000 certification? ▾
Foundation requires a 65% score (26/40), while Practitioner and Consultant both require 70% for successful certification. The marking system is transparent so you clearly understand what is needed to pass.
Am I permitted to attempt the ISO 20000 assessments virtually, or must I attend a test location? ▾
All levels may be taken either through remote online proctoring or at physical test centers. Online exams require stable internet, a quiet environment, and ID verification. Test centers eliminate technical risks.
For what duration are ISO 20000 certifications considered current? ▾
ISO 20000 certifications remain valid for 5 years. There are no mandatory CPD requirements, though staying updated with standard revisions is recommended for effective implementation.
What reference resources are advised for preparing for the ISO 20000 examinations? ▾
Recommended materials include the official ISO 20000 standard, APMG/EXIN exam syllabi, and accredited training content. Our course provides curated, exam-focused resources so you don't need to assemble multiple sources.
Is it possible to bypass the Foundation stage and directly pursue the Practitioner stage? ▾
No. Each level must be completed sequentially. Certification bodies require Foundation before Practitioner to ensure conceptual grounding.
What measures are in place if I am unsuccessful on an ISO 20000 assessment? ▾
You may retake the exam after a mandatory waiting period, which varies by exam level and provider. Our training includes mock exams and gap analysis to reduce the risk of failure.
What is the procedure for enrolling in ISO 20000 certification assessments? ▾
Registration is done directly with accredited exam providers such as APMG or EXIN. We offer full guidance on the enrollment process and help you choose the best exam format and location.
Are there any required prerequisites for undertaking ISO 20000 instruction? ▾
The Foundation level has no prerequisites, though familiarity with ITSM concepts is helpful. Practitioner requires the Foundation certification. Our program supports learners from all backgrounds.
What differentiates ISO 20000-1 from ISO 20000-2? ▾
ISO 20000-1 defines the formal requirements for a Service Management System (SMS), while ISO 20000-2 provides implementation guidance and best practices. Our training covers both with a focus on practical deployment.
What is the connection between ISO 20000 and the ITIL framework? ▾
ISO 20000 is the auditable standard, whereas ITIL offers implementation guidance. They complement each other, but ISO 20000 enables formal certification and audits, which ITIL does not.
Can the ISO 20000 credential support adherence to other governance structures? ▾
Yes. ISO 20000 aligns with frameworks such as COBIT and supports compliance efforts for ISO 27001, SOX, and other regulatory systems. Its service management principles are broadly adaptable.
How soon after completing the instruction should I attempt the certification assessment? ▾
We recommend attempting Foundation within 2-3 weeks after training, Practitioner within 4-6 weeks, and Consultant within 6-8 weeks to balance retention and preparation for increasing complexity.
Customer Testimonials
Hear
from our successful graduates
Great class, very informative.
James Conklin
Great PMP<sup>®</sup> Bootcamp. I had a great time taking this course. I took the course to prepare to sit for the CAPM<sup>®</sup> but may be able to sit for the PMP<sup>®</sup>. I learnt a lot was challenging. Great course. We need one more day. Content was very detailed.
Karle Scroggins
it was a great class. Lots of energy. And I enjoyed.
John Denke
Fantastic course to prepare for PMP<sup>®</sup> exam.
Kevin Hambrice
As a participant it was smooth sailing for me.
Eric S. Tumlinson
Trainer was excellent. Shared good resources and good experiences.
Khemoni Holmes
Good content and training.
Dennis Glover
I wanted to let you know that I took and passed the PMP exam. Thanks to iCert Global and especially my Cincinnati course instructor, who was an excellent teacher and helped me immensely.
Steve Ditty
Trainer was good. Trainer was very engaged and interacting. Very much satisfied with the training.
Stefan Long
I was pleasantly surprised at the quality of this training. Yomi was awesome as a trainer and working to make sure that we understood the concepts. Controlling Cost and Controlling Risk are the most complicated, but Yomi spent time after class working through questions to help others understand. This class also helped to change my perception of the PMP being this MONSTER to something that I can I can successfully do.
Nancy Davis
Great class with a lot of information and tips to prepare for the exam
John Eric Nelson
It was a great course, covered all the things that i ended up hitting road bumps on. I was the only one in the class, but the trainer was just as involved as if it had been a full class.
Mark Butler
I was nervous about taking it online versus classroom; but I am actually glad I took it online. Instructor was very great and gave a good learning experience with his relevant project management experience.
Xeng Yang
The training was very intense but covered with course material. It was more than I expected.
Bernadette Gilliam
I thought the class was very informative. The instructor did an excellent job breaking down each chapter to where it was easy to understand. I was also very impressed with his commitment to help us pass ever after the class is over.
Taylor Mitchell
Excellent training. Instructor was very knowledgeable and explained information in an understandable way
Sandra Hamilton Allen
Quality Materials presented, Instructor very knowledgeable. Exceeded my expectations.
Anthony Muldrow
The training is a great introduction into the PMI mindset. Very informative and helpful
Bryan Tamburro
The training is a great introduction into the PMI mindset. Very informative and helpful
Joseph Quass
All positive - trainer has vast experience in different types of projects which helped with the examples he provided
Alaa Ahmed Hameed Al-Kayat
Great! Lots of material and very helpful to not only learn the material but also prepare for the exam. Completely satisfied with the training.
Jason Lui
Great Course. Dr. Ram was an awesome teacher. I could listen to him all day.
Colleen Lee
I completed the Online Training Session and thought it was well put together and satisfied everything I expected.
Brent Herring
I really enjoyed how thorough trainer was with the course information and taking time to elaborate on areas that may have been somewhat confusing. He did a tremendous job in making sure that we knew what would possibly be on the exam and ensuring our confidence to take the exam within the next few months. Overall, I thought the course was great and trainer was exceptional in his teaching of the curriculum.
Quentin Cheeks
Great content. Teacher did an excellent job of presenting the material, knew the material well.
Patrick Hinckley
Course & Support
Everything you need to know about our training options and support
How long does the complete ISO 20000 training program take? ▾
The program follows a structured 6-week schedule covering Foundation through Practitioner levels. We offer accelerated 5-day bootcamps, regular weekend sessions, and weekday evening classes to accommodate different professional schedules and learning preferences.
What training formats do you offer for ISO 20000 certification? ▾
Three comprehensive options: E-Learning for complete flexibility, Instructor-Led Live Classes for interactive online learning, and Classroom Training for intensive in-person experience in Bangalore with full networking opportunities.
Are the ISO 20000 sessions live instruction or pre-recorded content? ▾
All our sessions are live and fully interactive with certified consultants. This isn't passive video consumption. You engage in real-time case studies, implementation discussions, and strategic planning exercises with practicing professionals.
What if work emergencies force me to miss scheduled classes? ▾
Complete flexibility without penalties. Every session is recorded and available within 24 hours. You can also attend equivalent sessions in other batches at no additional cost, ensuring you never fall behind in mastering Managed IT Services or IT Solutions practices.
Can I switch between different training formats during the program? ▾
Absolutely. You can move from online to classroom, weekday to weekend, or any combination based on work demands. We prioritize your certification success and practical application of Incident Management, Change Management, and Configuration Management over rigid scheduling.
Who are the ISO 20000 training instructors? ▾
Certified ISO 20000 consultants with extensive implementation experience across industries. These aren't academic instructors - they're practitioners who've guided organizations through successful certification audits and ongoing service transformation initiatives.
What are typical class sizes for ISO 20000 training? ▾
We maintain small cohorts intentionally - maximum 15 participants per session. This ensures personalized attention, meaningful interaction with instructors, and opportunities to discuss your specific implementation challenges in detail.
Is there a difference in content between weekend and weekday training sessions? ▾
None. The ISO 20000 curriculum, expert instruction, and hands-on exercises remain identical. Only the pacing and schedule differ, designed to accommodate various professional commitments without compromising learning quality.
What technology requirements exist for online ISO 20000 training? ▾
Standard web browser and stable internet connection. All materials, case studies, and collaboration tools?covering Automation, IT Asset Management, and Knowledge Management?are web-based and accessible from any device.
Can professionals outside Bangalore access this ISO 20000 training? ▾
Yes. Our Instructor-Led Live and E-Learning programs are globally accessible. ISO 20000 is an international standard, and our training reflects global best practices while addressing common implementation challenges across regions.
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