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Duration : 2 Days


The Specialist Certificate in ITSM based on ISO/IEC 20000

Requirements for the certificate:

  • The training Expert in IT Service Management based on ISO/IEC 20000 by an EXIN accredited training provider
  • Successful completion of the Practical Assignments assessed by an EXIN accredited training provider
  • Successful completion of the exam Expert in IT Service Management based on ISO/IEC 20000

Target Audience

ITSM Expert is intended for those personnel who are involved in a practical way in:

  • Defining ITSM strategies, policies and objectives
  • Managing ITSM departments
  • Designing and maintaining ITSM management systems
  • Evaluating/assessing ITSM management system capabilities/performance

Specific roles could include:

Process Managers/Supervisory staff/Team leaders/Service designers/IT architects and/or planners/IT consultants/IT audit managers / auditors/IT security managers / officers/Project managers/Suppliers, Lead suppliers and sub-contracted suppliers

Workshop Outline

Planning the service management system

Establish the service management plan

  • Design a service management plan
  • Assess legislative and regulatory compliance, e.g., SarbanesOxley, Basel II, Personal Data Protection
  • Assess compliance to standards and/or applicability for certification, e.g., ISO 9001, ISO/IEC 20000, ISO/IEC 27001
  • Design roles based on identified activities in the service management processes
  • Indicate appropriate competency requirements for roles
  • Choose appropriate methods for cultural change
  • Plan and document, at a high-level, appropriate service improvement activities
    (requirements gathering, design and transition)

Plan the service management system processes

  • Propose a model of processes and procedures
  • Design a document control system
  • Create a resource plan
  • Integrate the service management system with other standards or frameworks and bodies of knowledge
  • Plan the method for continual improvement of the service management system and the services

Plan service provision

  • Recommend a portfolio of services
  • Assess proposals for new or changed services

Implementing and managing the service management system

Implement and operate

  • Propose service management policies and indicators
  • Implement and improve the service management system
  • Assess risks to the consistency and integrity of the supply chain
  • Assess risks to the consistency and integrity of the service management system and the services


  • Build a culture of quality and service, consistent with service management objectives, within the teams operating the service management system
  • Create and maintain a training and development plan, based on gaps in required competencies
  • Explain benefits of the service management system to interested parties
  • Effectively communicate the service management policies and objectives to people operating the service management system

Measuring, monitoring and reporting on the service management system

Assess the service management system

  • Prepare for internal & external audits
  • Use suitable methods to assess the capability of the organization to successfully operate the service management system and the services
  • Identify gaps in service management objectives related to business needs

Review the service management system

  • Evaluate the service management system for both effectiveness and efficiency
  • Gather information required for a management review
  • Support and follow-up a management review meeting

Measure, monitor and report on service management processes

  • Measure, monitor and report on Service Delivery processes
  • Measure, monitor and report on Relationship processes
  • Measure, monitor and report on Resolution processes
  • Measure, monitor and report on Control processes

Improving the service management system

Propose service improvements

  • Assess results of reviews and audits for possible improvements
  • Propose service improvement activities in line with the service management policy and objectives

Manage service management system improvements through their lifecycle

  • Manage risks to the improvement project
  • Communicate improvement project progress to interested parties
  • Manage activities in the improvement project

Location Offered

On-demand Anytime Anywhere Instructor led training available
Chennai, Bangalore, Hyderabad, Pune & other major cities in India, USA, UK, Middle east, Dubai & Singapore.


  • Early bird / Group / Corporate Group / Festive offers available

Demo Session

For a Free Demo session of 1 Hour register in the link below and inform your counselor


Dreams Plus an Exin accredited organization for Training, Certification, Courseware in Chennai and in several other places with a professional EXIN certification.

To ensure a practical learning experience for our students, we conduct high-quality training using VMEdu’s online and classroom course material presented in multiple formats such as podcasts, video lecturers, simulated tests and mobile apps.

DreamsPlus an Peoplecert Accredited Organization for Training, Certification, Courseware in Chennai and several other places.

Leading training organisation with PearsonVUE test centre  facility. Our trained students and new students could use the testing facility to deliver more than 200+ It exams.. Pearson VUE — is  the global leader in computer-based testing.

Enjoy  your testing  and training  experience in one place.