The 5-day, ISO/IEC 20000 Service Management Masterclass is a comprehensive education package dedicated to teaching and equipping IT Managers and Consultants with the knowledge, skills, tools and experience required to become experts in the field of IT Service Management and implementing the ISO/IEC 20000 standard.

Far more than a classroom-based training course, this masterclass combines access to documentation templates, process assessment and improvement solutions, a collaborative masterclass forum and the opportunity to apply the learning objectives in your own workplace environment.

Learning outcomes

  • The ISO/IEC 20000 standard in detail
  • How to establish a Management System
  • Documentation and template library
  • Establishing and communicating a vision
  • Leading people and cultural change
  • Leadership and consulting skills
  • Planning and implementing ISO/IEC 20000
  • Performance reporting and scorecards
  • Related frameworks and standards.

Who should attend

This course  is  aimed  at  Service Management Implementation  Leaders who  require  a  detailed understanding of  the  ISO/IEC 20000  standard, especially those responsible for or involved in the implementation and support of a Service Management System on a day-to-day basis.

This course is also ideal for those wishing to take their existing knowledge  of ITIL to a much higher and practical level.

Course contents

  • The ISO/IEC 20000 standard in detail
  • How to establish a Management System
  • Documentation template library
  • Leadership and Consulting skills:
  • Establishing & communicating  vision
  • Presentation and report writing skills
  • Conducting research and analysis
  • Leading people & cultural change
  • Skills to conducting  an assessment
  • Planning & implementing ISO/IEC20000
  • Performance reporting and scorecards
  • Related frameworks  and standards
  • Implementation Leader Exam

Course fees

Contact ALC for a quote today!


There are no certification prerequisites required to attend  this course, since the opportunity to sit the ISO/IEC20000  Foundation  exam  is included in the first week of the course.

Experience in an IT Management or Consultant role in Service Management  or  a  related  field of  expertise  is preferred.

Course Format

Unlike regular theory-based training courses, this MASTERclass ensures that you spend less time in the classroom and more time applying the learning objectives in your workplace environment:

  • Only 5 days Classroom Education: A comprehensive and engaging course
  • Template Library: Service Management System documentation templates
  • Workplace Assignment: Application in a real-world business context
  • Masterclass Forum: Collaborative workplace assessment support
  • Certification: The ISO/IEC 20000 Implementation Leader certificate