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 IT department delivers service, but the value is unproven. When your business competes for significant government or enterprise contracts, rivals with ISO/IEC 20000 certification hold a distinct advantage. While you are focused on firefighting internal issues, your company is losing revenue because your IT service management lacks a globally recognized, auditable seal of quality. This must change immediately. This offering is not a theoretical course simply reviewing the clauses of ISO/IEC 20000-1. Our ITSM Training Program was created by certified Lead Auditors and Implementers who have guided corporate IT departments and service providers through the entire certification process. They know precisely what auditors look for, the reasons companies fail their Stage 1 audit, and how to construct a practical, efficient, and compliant Service Management System (SMS). Unlike programs that only focus on theory, ours is centered on audit-readiness and implementation. You will acquire skills to: 1. Define the extent and relevance of your SMS across managed IT services, cloud migration services, and software development services. 2. Establish policies, procedures, and monitoring systems to demonstrate continual improvement and compliance. 3. Apply hands-on skills in IT service workflows, data backup management, and team coordination. Certification verifies your understanding of the standard, but the true benefit is returning to your organization as the expert who drives your team toward compliance, operational excellence, and the capability to secure crucial contracts. This program is specifically designed for IT Managers, Quality Assurance professionals, and consultants responsible for achieving organizational excellence. You can select from weekend or weekday evening cohorts, which are all fully interactive and include recorded sessions. Beyond the instructional time, you'll be provided with audit preparation checklists, real-world case studies, and sample SMS documentation. You'll learn how to integrate practical programming languages and tools with IT processes to improve competitive standing and service delivery.
ITSM Training Course Highlights
More Than a Program - It's Your Professional Trajectory Enhancer
Foundation & Practitioner Training
Covers foundational concepts alongside advanced implementation strategies, specifically designed for managed IT services, cloud migration services, and software development services.
Instruction by Certified Consultants
Gain knowledge from professionals who have successfully executed ISO 20000 across various industries and guided organizations through certification audits.
Adaptable Professional Schedule
Choose the format that works best for you: weekend-only batches, weekday-evening sessions, or intensive 5-day bootcamps, all structured for working IT professionals.
Implementation-Focused Learning
Move past theoretical concepts with over 40 hours of practical, hands-on exercises covering the design, transition, operation, and continual improvement of services.
Complete Audit Preparation
Master the audit process using detailed preparation materials, mock assessments, and gap analysis tools based on actual certification experiences.
24x7 Expert Assistance & Support
Our industry specialists are available around the clock to clarify difficult concepts, answer questions, and offer guidance on applying best practices.
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 Development
Move away from reactive firefighting and establish strategic service planning. Learn to develop service portfolios, align IT services with business objectives, and create value propositions that executives understand and are willing to fund.
Process Design & Implementation
Master the skill of designing effective and sustainable ITSM processes that function successfully in real-world scenarios. Create efficient workflows that reduce operational expenses while simultaneously enhancing service quality, user satisfaction, and data backup reliability across all managed IT services.
Supplier Management & Integration
Successfully navigate complicated vendor relationships and service delivery models involving multiple sources. Establish frameworks to manage external suppliers, ensure adherence to service level compliance, and uphold accountability across the entire service value chain.
Risk Management & Compliance
Proactively identify service risks before they negatively affect business operations. Learn organized approaches to risk assessment, mitigation planning, and compliance management that satisfy both external auditors and internal stakeholders.
Performance Measurement & Reporting
Go beyond surface-level metrics. Construct reports and dashboards that accurately measure true IT performance and communicate the value of managed IT services to business leaders. Use programming languages and analytics to automate and visualize performance insights.
Continual Service Improvement
Establish systematic capabilities for improvement that evolve alongside changing business requirements. Acquire methodologies for identifying opportunities for improvement, implementing necessary changes, and assessing the resulting impact on overall service effectiveness.
Who This Program Is For
Ideal Candidates for ITSM Certification
IT Service Managers.
IT Operations Managers.
Service Desk Managers.
IT Compliance Officers.
ITSM Consultants.
IT Directors & CIOs.
If you have the responsibility for IT service delivery and your goal is to transition your role from tactical execution to strategic leadership, this program is specifically designed to accelerate that shift.
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
Strategic Leadership Recognition
Stop being viewed solely as IT support. Gain the strategic recognition your expertise merits and access executive-level discussions reserved for those who can drive organizational change.
Unlock Senior Management Roles
Gain access to the senior service management roles and compensation packages typically reserved for certified professionals who can lead organizational transformation.
Transition to Strategic Planning
Shift your focus from operational firefighting to strategic service planning, securing your position in business leadership conversations.
Eligibility and Pre-requisites
ISO 20000 Certification
The ISO 20000 certification is respected globally because it validates not only theoretical knowledge but also the practical capability for implementation. The certification's structure ensures that every professional can demonstrate genuine, real-world service management expertise. Here's what is required to qualify:
Eligibility Criteria:
Foundation Level: No prior requirements are necessary. This level establishes your basic understanding of IT service management concepts, Service Level Agreements (SLAs), and ISO 20000 principles.
Practitioner Level: Requires the Foundation certification plus practical experience in ITSM implementation is highly recommended to maximize the value of the program.
Consultant Level: Requires the Practitioner certification along with documented experience in ISO 20000 implementation projects across various organizational contexts, including Managed IT Services, IT Asset Management, and Incident Management strategies.
Course Modules & Curriculum
Comprehensive modules covering all knowledge areas
Module 2
Service Design & Transition Excellence
▾
Lesson 1: Service Design Methodology & Architecture
Engineer service designs that are robust and can evolve with business growth and technological changes. Master architectural principles, service modeling techniques, and capacity planning methodologies that ensure services meet current needs while remaining adaptable to future requirements.
Lesson 2: Change & Release Management Systems
Implement disciplined change management processes that balance risk management with agility. Learn to design change approval workflows, release planning procedures, and deployment strategies that enable rapid value delivery while minimizing business disruption.
Lesson 3: Configuration & Asset Management Integration
Build comprehensive IT Asset Management systems and Configuration Management databases (CMDB) that accurately map service dependencies. Learn to automate discovery processes, maintain configuration accuracy, and use configuration data for strategic decision-making. Strengthen operational reliability with Knowledge Management practices and Incident Management insights to support continuous improvement.
Module 3
Service Operation & Performance Management
▾
Lesson 1: Incident & Problem Management Excellence
Design incident response systems that minimize customer frustration and business impact. Master problem identification techniques, escalation procedures, 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 successfully balance operational reality with business expectations. Learn to establish measurement frameworks, design SLAs, and create reporting systems that demonstrate value delivery rather than just operational metrics. Utilize Automation tools to streamline reporting and monitoring for greater efficiency.
Lesson 3: Capacity & Availability Management Systems
Implement proactive processes for availability management and capacity planning that prevent service degradation. Master resource optimization strategies, forecasting techniques, 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 environments with multiple vendors and establish accountability across the entire service value chain. Learn performance management techniques, supplier selection criteria, and contract negotiation strategies that ensure external providers contribute to overall service excellence.
Lesson 2: Service Integration & Management (SIAM)
Master the integration of various IT Solutions providers into cohesive service delivery models. Develop skills in conflict resolution, SIAM governance, and performance coordination that ensure seamless service delivery, while using Configuration Management and Automation practices to streamline processes and reduce errors.
Lesson 3: Vendor Risk Management & Compliance
Implement comprehensive risk management frameworks for all supplier relationships. Learn to assess supplier risks, maintain compliance oversight, and develop mitigation strategies that protect organizational interests while fostering productive partnerships.
Module 5
Continual Improvement & Audit Readiness
▾
Lesson 1: Continual Service Improvement Methodology
Build systematic improvement capabilities that ensure services evolve in line with changing business needs. Master change impact assessment, improvement identification techniques, and benefit realization processes that demonstrate ongoing value creation.
Lesson 2: ISO 20000 Audit Preparation & Management
Prepare thoroughly for ISO 20000 certification audits through systematic evidence management and documentation. Learn common audit pitfalls, auditor expectations, 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 capability gap analysis, maturity assessment techniques, 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 are the various levels of ISO 20000 certification available? ▾
ISO 20000 provides three certification levels: Foundation (basic knowledge), Practitioner (implementation abilities), and Consultant (advanced expertise). Foundation has no required prerequisites, Practitioner is based on Foundation, and Consultant requires documented experience with implementation.
What is the approximate cost of the ISO 20000 exam? ▾
The Foundation exam typically costs between $300 and $400, the Practitioner level ranges from $500 to $600, and the Consultant level is generally between $700 and $800. These fees must be paid directly to accredited examination institutes such as EXIN or APMG and are separate from the training costs.
What is the exam format and duration for ISO 20000? ▾
Foundation: 60 minutes for 40 multiple-choice questions. Practitioner: scenario-based questions over 2.5 hours. Consultant: 4 hours for written responses and case study analysis. Each level evaluates progressively deeper knowledge of implementation.
What is the passing score for ISO 20000 certification? ▾
The Foundation level requires 65% (26 out of 40 questions), Practitioner needs 70%, and Consultant requires 70%. The scoring is clear, ensuring you know exactly what is necessary to pass.
Can I take the ISO 20000 exams online, or must I go to a testing center? ▾
Both online proctored options and testing center locations are available for all levels. Online exams require a quiet environment, stable internet access, and identity verification. Testing centers eliminate technical uncertainties.
How long are ISO 20000 certifications valid? ▾
All ISO 20000 certifications remain valid for 5 years. Unlike some other certifications, there are no mandatory Continuing Professional Development (CPD) requirements, although staying updated on standard revisions is recommended for practical implementation effectiveness.
What study materials are recommended for the ISO 20000 exams? ▾
The foundational study materials include accredited training content, the official ISO 20000 standard, and the EXIN/APMG syllabi. Our program offers curated, exam-specific content that removes the need to gather and consolidate multiple resources.
Can I bypass the Foundation level and proceed directly to the Practitioner level? ▾
No, this is not permitted. Certification bodies require sequential completion because each level builds upon the previous one. This progression ensures a solid conceptual foundation before moving to complex implementation challenges.
What happens if I fail an ISO 20000 exam? ▾
You are allowed to retake the exam after a mandatory waiting period, which is determined by the examining body and the certification level. Our program includes comprehensive mock exams to identify weak areas before the actual certification attempt, thereby significantly reducing the risk of failure.
How do I register for ISO 20000 certification exams? ▾
Registration is handled directly through accredited examination institutes (such as APMG, EXIN, or others). We provide full registration guidance and assist you in selecting the most suitable testing location and option.
Are there any prerequisites for enrolling in ISO 20000 training? ▾
There are no formal prerequisites for the Foundation level, although some basic knowledge of IT service management is beneficial. The Practitioner level requires the Foundation certification. Our program effectively accommodates various professional experience levels.
What is the distinction between ISO 20000-1 and ISO 20000-2? ▾
ISO 20000-1 sets out the formal requirements for service management systems. ISO 20000-2, on the other hand, offers best practices and guidance for implementation. Our training covers both, with a focus on practical application rather than just compliance.
How does ISO 20000 relate to the ITIL framework? ▾
ISO 20000 is the auditable standard, while ITIL provides implementation guidance. They are complementary, but ISO 20000 provides formal certification and audit criteria that ITIL does not offer. Our program clearly explains these interrelationships.
Can I use ISO 20000 certification for other compliance frameworks? ▾
Yes. The principles of ISO 20000 are in line with numerous governance frameworks like COBIT, and its service management practices are applicable to other regulatory requirements and compliance standards such as ISO 27001 and SOX. It is a versatile strategic credential.
How soon after training should I schedule the certification exam? ▾
We recommend scheduling the Foundation exam within 2?3 weeks of training completion, the Practitioner within 4?6 weeks, and the Consultant within 6?8 weeks. This timeline ensures optimal knowledge retention while allowing sufficient preparation for the strategic thinking required at higher levels.
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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