About this Course

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.

Learn from the UK's leading Service Management trainer

  • Trusted

    We have run over 10,000 Service Management Courses in the last year, so you can be sure you are in good company.

  • Relevant

    All our Service Management courses are regularly updated and refreshed to ensure the very latest training.

  • Leading

    QA is the UK's leading Service Management training provider and the number one choice for training entire IT teams.

  • Experienced

    QA's team of learning experts has over 200 years' experience in the Service Management industry.

Why people choose QA


There are over 20 QA learning centres and many other sites spread across the UK, providing a convenient choice of learning locations and ensuring that over 90% of the population is within 45 minutes of a training destination. Learn more

  • London


    International House

  • Manchester


    Oxford Street

Delegate portal

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Detailed Information

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

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

ITIL training from QA
ITIL® Foundation Online Learning - from £99!

Includes 22 hours of online content and 1-year access.