ISO 20000-1:2011 Requirements


BSI's "ISO 20000-1:2011 Requirements" competency-based 2-day course teaches a general understanding of the concepts of the ISO 20000-1:2011 standard and how it provides a framework for the adoption of an integrated process approach to effectively deliver information technology services to meet business and customer requirements. An experienced instructor explains the clauses of ISO 20000-1:2011 in detail, providing a base for understanding the process approach and includes auditing the requirements of the standard. Students learn by participating in group exercises and in-depth discussions.

This course covers Exemplar Global TPECS IT - Information Technology Service Management Systems Competency Unit whose outcomes are certified by Exemplar Global. Attendees successfully completing this course receive a Certificate of Attainment for this Exemplar Global Competency Unit.

New to TPECS?

For more information, please see our Understanding the TPECS Course Structure page.

Learning objectives:

  • Understand IT service management definitions, concepts, and guidelines
  • Understand the purpose of the ISO 20000 series of standards
  • Understand the role of IT service management processes
  • Understand the requirements of the ISO 20000-1:2011 standardUnderstand the process approach
  • Auditing to requirements
  • How to identify nonconformities
  • Purpose and content of an audit report

Course materials:

Students receive comprehensive course manuals with reference materials.

Who should attend:

  • Any individual requiring a working knowledge and understanding of ISO 20000-1 standard
  • IT service process owners
  • Auditors
  • ISO Coordinators/Management Representatives


A prior review of the ISO 20000-1:2011 and ISO 20000-2:2011 standards and knowledge of IT service practices are suggested for this course.

Course Logistics:

There is a written test at the end of Day 2 of this course. Detailed exam instructions will be provided. A Certificate of Attainment in the IS competency unit will be provided for students who are deemed "Competent" for the IS competency unit. Certificates of attendance are provided to those who do not pass the competency test, and students will be given the opportunity to retake the test.

Whittington & Associates

We are committed to providing expert training, effective consulting, and valuable auditing. If you have any questions about our services, please contact us at 770-862-1766, or