ISO 20000-1 IT Service Management
Covers ISO/IEC 20000-1 requirements for planning and delivering IT services.
At a glance
- 2 days
Who it's for
- IT service managers
- Service desk and operations leads
- IT quality and governance staff
Learning objectives
- Understand the ISO/IEC 20000-1 SMS
- Design and transition services in control
- Manage incidents, problems and changes
- Continually improve services
Detailed content
- Context and scope
- Service catalogue
- Roles
- Service design
- Change management
- Release and deployment
- Incident management
- Problem management
- Service levels
- Metrics
- Internal audit
- Improvement register
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- Service management system
- Service design and transition
- Incident and problem management
- Continual improvement
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Customer-journey mapping of one service with pain points
- Role plays: difficult customers and complaint recovery
- Design a service standard and measure it (CSAT/NPS)
- Map an IT service and its SLA, incident and change processes
Tools and templates you keep
- Customer-journey map template
- Complaint-handling flow (LAST/HEARD)
- Mystery-shopping checklist
- SLA and service-catalogue templates
How learning is assessed
- Pre- and post-course knowledge check
- Assessment of practical exercises by the trainer
- Action plan reviewed at the end of the course
Built on these standards and bodies of knowledge
- ISO 10002 (complaints handling) and ISO 23592 (service excellence)
- COPC CX Standard
- ISO/IEC 20000-1:2018
Certificate
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
New in our 2026 portfolio — tell us your dates and we will confirm the trainer and schedule.
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Frequently asked questions
How long is ISO 20000-1 IT Service Management?
The program runs 2 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
More programs in this field
- Integrated Internal Auditor for ISO Standards (ISO 9001, 22301, 41001, 50001 & ISO 26000 guidance)4 days
- Integrated Management Systems Internal Auditor (ISO 9001, ISO 14001 & ISO 45001)5 days
- ISO 14001:2026 – Implementing the Changes (Transition)1–2 days
- ISO 45001:2018 OH&S Management System – Internal Auditor2 days
- ISO 45001:2018 OH&S Management System – Lead Auditor5 days
- ISO 9001:2026 Internal Quality Auditing3 days
- ISO 9001:2026 QMS Lead Auditor5 days
- ISO Management Systems – Foundation, Internal Auditor & Lead Auditor Courses1 day
- ISO/IEC 17025:2017 – Laboratory Competence (Requirements, Method Validation, Uncertainty & Internal Audit)5 days
Get dates, fees and the full outline.
Tell us whether you are joining as an individual or planning a program for your team.