ISO 20000 SMS Tactical Implementation and Audit Course

Course Content

This course will provide information on the following topics:

  • Introduction to Management System Principles and Concepts
  • Detailed introduction to ISO/IEC 20000-1:2011 (ISO 20000)  and the related series of standards
  • Comparison of the differences between the 2005 version and the 2011 versions of the standard
  • Service Management System (SMS) Requirements Definition, Scope Estimation, Design, and Implementation (using Requirements Specifications, Best Practices and Guidelines, Example Deliverables, and Project Planning Documentation)
  • In-depth review of Services Delivery, Control, Resolution and Relationship processes
  • Plan-Do-Check-Act continual improvement cycle as applied to SMS

Also included as part of the course are:

  • Authorized printed copies of the ISO 20000-1 and ISO 20000-2 standards
  • Practical exercises and feedback
  • Tools and Examples

The course uses a mixture of tutored sessions, interactive group discussions, group and personal exercises, and functional workshops to achieve its objectives. The practical exercises are designed to directly address operational issues typically encountered in an SMS implementation project. Examples and tools are provided which are immediately useable. Courseware has been designed to address issues that arise during Service Management System implementation projects and Registration audits. Course delivery will include Lecture (Slides and Examples), Facilitated Discussion (Instructor-/Student-Led), Tactical Exercises and Feedback and Tools and Examples. Participants are expected to use their own laptops during the course.


This course will provide successful delegates with the following benefits:

  • Advanced knowledge of the requirements of ISO 20000-1 and related standards and guidelines
  • A basic knowledge of Management Systems, focusing on Service Management Systems (SMS)
  • Detailed understanding of the processes necessary to design, document, and implement a Service Management System (SMS) conforming to the requirements of ISO 20000-1:2011
  • An understanding of validated concepts and methodologies for assessing, managing and delivering Services and performing adjudicated Gap Analyses
  • An understanding of auditor expectations and the process approach to auditing of Service Management Systems (from Consultant/Auditee perspectives)
  • An understanding of the documentation and evidence necessary to state conformity to and/or pursue certification to the requirements and specifications of ISO 20000-1


It is recommended that students attending this course have moderate level working knowledge and understanding of IT Services (examples: ITIL® v3, Technology-related PMP, and/or 5 Years Experience) and Management Systems (ISO Management Systems, Lead Auditor Courseware, IRCA/RAB-QSA Certification and/or 5 Years Experience) concepts. Delegates will work individually and in teams, and a laptop is required (Windows or Apple with Microsoft Office-compatible Word Processing, Spreadsheet, and Presentation software).


A JBW Group International "Certificate of Demonstrated Competence" will be issued to those delegates deemed to have achieved a satisfactory standard of learning and competence. An appraisal of delegates' knowledge and performance will be made through a combination of continuous assessment and after-course feedback mechanisms.

Method of Delivery and Timetable

This course is available for Onsite session and in the Public Venue. This is a three-day intensive course equivalent to 24 credit hours; the times will be 8:00 AM – 5:00 PM unless otherwise arranged.

Class Schedule


Contact us to schedule private course

3 days John B. Weaver



Private Classes

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