Training
The accredited ISO/IEC 20000 track for the people who work inside, build, run or audit a service management system. Courseware and examinations are in English; sessions are facilitated in English or French and scheduled on request.
Almost every IT team has a tool with queues, priorities and SLAs configured in it. Far fewer have agreement on what a priority one actually is, who may declare one, when the clock starts, or how a recurring incident becomes a problem record that someone eventually closes. The tool implies a system and does not create one.
The symptom is always the same conversation. The dashboard reports ninety-four per cent of tickets meeting their SLA and the client is unhappy, and both are true. What was measured is what was easy to measure; the customer's experience lives in the reclassified tickets, the reopened ones, and the work that never became a ticket at all.
ISO/IEC 20000-1 is the international standard for a service management system, and it is most useful as a structure rather than as a certificate. It forces the questions teams avoid: which services do we actually offer, what does each commit to, who is accountable, and how do we know. ITIL supplies the practices; the standard supplies the frame that makes them auditable.
The three levels follow the job rather than the seniority. Foundation for the vocabulary. Lead Implementer for whoever will build and run the service management system. Lead Auditor for whoever will assess one — including assessing a supplier, which is an increasingly common reason to hold it.
Accredited courseware and examinations are in English; sessions are facilitated in English or French. ISO/IEC 20000 cohorts are scheduled on request rather than on the open calendar — tell us the dates that suit you and we will confirm within a week.
| Level | Who it is for | What they can do afterwards |
|---|---|---|
| ISO/IEC 20000 Foundation | Service desk staff, resolver groups, and anyone whose work is measured by an SLA | Describe the core service management concepts and explain what ISO/IEC 20000-1 asks of a service management system |
| ISO/IEC 20000 Lead Implementer | The person who will build and run the service management system | Plan, implement and maintain an SMS, and take an organisation through to certification |
| ISO/IEC 20000 Lead Auditor | Internal audit, assurance, and anyone auditing a service provider | Plan, conduct and close an ISO/IEC 20000-1 audit, and manage an audit programme |
Foundation · 2 days
ISO/IEC 20000 Foundation covers the fundamental service management concepts and the main ISO/IEC 20000-1 requirements for a service management system.
Lead · 5 days
ISO/IEC 20000 Lead Implementer is for the person who will plan, implement and maintain a service management system and take an organisation through to certification.
Lead · 5 days
ISO/IEC 20000 Lead Auditor is for planning, conducting and closing an ISO/IEC 20000-1 audit and managing an audit programme.
All prices exclude VAT. Classroom sessions held in the Netherlands are subject to 21% Dutch VAT for all attendees, regardless of the attendee's country — EU rules tax admission to an educational event where the event takes place. Online and in-company delivery to businesses elsewhere in the EU is reverse-charged.
Courseware and examination in English. Sessions facilitated in English or French.
GSNA Solutions is a PECB Certified Partner and authorised reseller. PECB personnel certifications are issued under ISO/IEC 17024. Course participants who complete a certificate programme hold a certificate; they are not thereby certified, licensed, accredited or registered to practise an occupation. Certification follows successful examination and verification of professional experience against PECB's published requirements.
An in-company programme that produces the service catalogue, priority matrix and escalation path your team will actually use.
No. ITIL practices are the common vocabulary and most teams have some exposure to them, but the certification here is against ISO/IEC 20000-1, which is what a client or an auditor assesses. If you specifically want ITIL certification, that is a different purchase and we will say so rather than sell you the adjacent thing.
Lead Implementer for whoever owns the service management system, and Lead Auditor for whoever answers client due diligence — the second is frequently the better commercial investment, because it is the person who has to defend your processes to somebody else's auditor.
ISO/IEC 20000 is scheduled on request. Tell us the dates and the group size and we will confirm within a week. The other three tracks run on the published calendar.
The management system machinery overlaps substantially — scope, competence, documented information, internal audit, management review — and the incident process in particular. Organisations pursuing both usually run one programme with two outputs, and the saving is real.
Thirty minutes with a senior practitioner. No slideware, no sales engineer.