This course provides delegates with a high level knowledge of the ISO/IEC 20000 standard itself, together with an awareness of both the qualification options for individuals and the certification options for organisations.

Target Audience

This qualification is aimed at staff working within an IT service provider organization that require a basic understanding of the standard. It is equally relevant for those staff working within service providers who may already be certified to ISO/IEC 20000 or those considering certification.

It is an ideal primer for those members of staff who may subsequently progress to an ISO/IEC 20000 Foundation course or simply as a means of awareness for those staff in an organisation who do not require more formal training in the subject.


There are no pre-requisites for the Overview course. It is intended as a session that provides attendees with basic knowledge on the subject.

Course Outline

  • The significance of Service Management
  • What is ISO/IEC 20000?
  • Scope of the Standard
  • Certification and Qualification
  • The path to certification

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