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ISO 20000 Practitioners


13 – 15 January 2020 | Rp 13.000.000 at Kuningan, Jakarta Selatan
03 – 05 February 2020 | Rp 13.000.000 at Kuningan, Jakarta Selatan
02 – 04 March 2020 | Rp 13.000.000 at Kuningan, Jakarta Selatan

Jadwal Training 2020 Selanjutnya …



ISO 20000 Practitioners Course Description:

This interactive workshop, leading to the ISO/IEC 20000 Practitioners examination is aimed at practicing IT practitioners who assist organizations to prepare for or retain ISO/IEC 20000 certification. The purpose of the Practitioner qualification is to ensure that the candidate has sufficient understanding of ISO/IEC 20000 and its application to be able to analyse and apply their knowledge to a range of activities that would support organizations in achieving and retaining ISO/IEC 20000 certification.

The course covers the interpretation and application of the ISO/IEC 20000 standard and enables practitioners to develop the Service Management capability of an organization and assess its readiness for certification within the ISO/IEC 20000 certification scheme.

Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the APMG ISO/IEC 20000 Auditor course. An exam will be conducted at the end of the training.


ISO 20000 Practitioners Course Prerequisites:

Delegates attending the course are required to have a fundamental knowledge of IT service management principles and processes. The basic ITSM knowledge required is exemplified by either an ITIL® Service Management Foundation certificate or an approved ISO/IEC 20000 Foundation certificate, possession of one of which is mandatory for attending this course.


ISO 20000 Practitioners Course Objectives:

Candidates should understand and be able to analyse and apply the content of ISO/IEC 20000 within currently certified organizations, or organizations wishing to implement an SMS in preparation for initial certification. At the end of the course, participants will be able to:

  • Understand the purpose, use and application of Parts 1, 2 and 3 of the standard.
  • Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification.
  • Understand, explain and advise on issues regarding applicability, eligibility and scoping.
  • Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices in common use and related standards.
  • Explain and apply the requirements of Part 1.
  • Advise and assist in ISO/IEC 200000 certification readiness assessments.
  • Produce a gap analysis supported by an improvement and implementation plan.
  • Understand, create and apply a service management plan.
  • Assist and advise organizations on the implementation of continual improvement processes.
  • Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme.


ISO 20000 Practitioners Course Logistics:

  • Up to 16 participants
  • Classroom with U-shaped seating arrangement
  • A minimum of 1 break-out room
  • Whiteboard, flipchart, and projector

IT preneurs is an accredited course provider with APMG and is authorized to deliver ISO/IEC 20000 training courses and exams. APMG offers three, unique, individual certification exams: the Foundation, Practitioner and the Auditors certification exams.

Delegates whose first language is not English and who are taking the Practitioners exam can receive a 15-minute extension to their exam, if requested. A dictionary can also be used, but it should not be an electronic one.


ISO 20000 Practitioners Course Student Material:

Students will be provided with a manual containing a copy of classroom visual aids, assignments, and a feedback form. Course materials required for the course and made available by the customer or ITpreneurs partner: Recommended additional student materials:

  • ISO/IEC 20000-1:2011 IT Service Management: Specification for Service Management
  • ISO/IEC 20000-2:2011 IT Service Management. Code of Practice for Service Management


ISO 20000 Practitioners Course Outline:

  • Introduction
  • Overview of ISO/IEC 20000
  • Overall Management Requirements
  • Service Delivery Processes
  • Relationship Processes
  • Resolution Processes
  • Control Processes – Configuration Management
  • Control Processes – Change Management
  • Release Process
  • Planning and implementation
  • Scoping and Eligibility: Group Assignment
  • Mock Examination (Written)
  • Mock Examination Review
  • Course Summary and Evaluation
  • Examination



This event will be held on the specified venue and schedule below:

  • 13 – 15 Januari 2020
  • 03 – 05 Februari 2020
  • 02 – 04 Maret 2020
  • 06 – 08 April 2020
  • 04 – 06 Mei 2020
  • 01 – 03 Juli 2020
  • 06 – 08 Juli 2020
  • 03 – 05 Agustus 2020
  • 31 Agustus – 02 September 2020
  • 05 – 25 Oktober 2020
  • 02 – 25 November 2020
  • 30 November – 02 Desember 2020
  • Time: 09.00 AM – 05.00 PM



AXA Tower  Kuningan City, Jakarta Selatan


ISO 20000 Practitioners

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