Information Technology Service Management ITIL Implementation


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    Information Technology: ISO 20001-1:2018 Information Technology Service Management & ITIL Lead Implementer

    Certificate Approved by WWISE
    Course Duration
    5 Days
    12 months access

    Course Summary

    ISO 20000-1:2011 includes only the products and services required to cut out unnecessary costs. The standard allows IT service provider organisations to achieve conformance to a service management system. It aligns to the IT infrastructure library (ITIL) best practice framework. It helps external IT service providers to become a competitive differentiator for delivery of IT services.

    Who Should Attend?

    • The course is aimed at personnel at all levels within an organisation who need an understanding of ISO/IEC 20000:2005 Parts 1 & 2 and the certification process

    Course Objectives

    • Describe the key processes required for an IT Service Management System (SMS).
    • Communicate the benefits of an ISO 20000 IT SMS
    • Communicate that it is possible to integrate an ISO 20000 compliant SMS with other management systems in the service provider’s organisation.
    • Adopt an integrated process approach and the PDCA methodology, enabling the service provider to align or fully integrate multiple management system standards.
    • Know what to do next in their organisation
    • How to utilize the set of Generic ISO 20000-1:2011 Service Management Templates with instructions and examples

    Course Modules

    1. History of ISO
    2. Importance and benefits of an ISO 14001:2015 EMS
    3. Requirements, terms and definitions of ISO 14001:2015
    4. Structure of ISO 14001:2015 and framework for Environmental management system standards
    5. Risk-based thinking, process approach, Plan-Do-Check-Act, and the management principles
    6. Identify environmental impacts of their organisation
    7. Understand key terms and definitions of pollution
    8. ISO 14001:2015 Standard
    9. Scope
    10. Normative Reference
    11. Terms and Definitions
    12. Context of the Organisation
    13. Leadership
    14. Planning
    15. Support
    16. Operations
    17. Performance Evaluation
    18. Improvement
    19. Purpose and structure of ISO 14001:2015
    20. Environmental aspects and impacts
    21. Key concepts and requirements of ISO 14001:2015 from an implementation perspective
    22. Implementing key concepts and requirements of ISO 14001:2015
    23. Use a gap analysis to conduct a baseline review of your current system
    24. Auditor skills and conduct
    25. Typical audit forms: non-conformance sheet, audit
    26. ISO 19011 Standard on Auditing
    27. Audit planning & the role of a check list
    28. Initiate and prepare an ISO 14001:2015 audit
    29. Receive Homework (If applicable)
    30. Final Questions/Review
    31. Exam/ Assessment


    • Identify key benefits to your organisation from implementing an effective EMS
    • Apply good practice to the implementation using proven tools and techniques
    • Implement a system that considers socio-economic needs and environmental conditions
    • Improve the effectiveness of the environmental management system
    • Understand the environmental management principles and terminologies
    • Have an in-depth understanding of the requirements of ISO 14001:2015
    • Implement and maintain an environmental management system in line with the requirements of ISO 14001:2015
    • Integrate the environmental management system into your organisation’s existing management system.
    • Prepare, conduct and follow-up on ISO 14001:2015 audit activities
    • Apply the benefits and requirements of an ISO 14001:2015 audit
    • Gain the skills to assess an organisation’s capability to manage its EMS
    • Write factual audit reports and suggest corrective actions


    • All delegates who successfully pass the assessment over 60% will be issued with a certificate of competence.
    • If you receive lower than 60% a certificate of attendance will be issued.


    • An Assessment at the end of the course will be required.
    • A minimum of 60% is to be achieved to attain a Competence Certificate.
    • If you achieve lower than 60% but get between 40 – 59% a second attempt will become available.
    • If you get lower than 40% and fail the second attempt, you will need to re-purchase the course.
    • An attendance certificate is awarded to you regardless of a pass or fail.

    Learning Outcomes

    • This course is designed to assist employees in an organisation to minimise the time in attending a course and structured in a way that is efficiently understood.