ISO/IEC 20000 Training Courses

Solisma is the only organisation worldwide with the accreditation to deliver the ISO/IEC 20000 Masterclass. This course is designed for Senior Managers and individuals looking to deepen their service management and consulting expertise.

Service Management Masterclass

Expert Level Certification for Service Managers
The Service Management Masterclass is a comprehensive learning solution dedicated to equipping IT professionals with the skills, knowledge, tools and experience required to become valued leaders in the field of Service Management.

This unique and innovative learning approach provides the opportunity for real hands-on experience planning and implementing a world class Service Management system and includes an unmatched range of tools, such as a comprehensive template library and access to our revolutionary self-assessment software solution.

What's Included:

  • Certification: ISO/IEC 20000 Foundation and Implementation Leader Certificates
  • SIM Assessment License: ISO/IEC 20000 Self-Assessment Software (Optional)
  • Documentation Library: Comprehensive Policies, Plans & Process Templates
  • ISO/IEC 20000 Standard: The Service Management Standard can be provided
  • Workplace Assignment: Develop your skills in a real-world environment
  • Masterclass Forum: Ongoing support from your instructor & class colleagues
  • SIM Assessment: This course teaches you how to conduct a comprehensive ITSM assessment with Service Improvement Manager (SIM)

What You Will Learn

  • A comprehensive understanding of the ISO/IEC 20000 Standard
  • The documents, plans and records required by the Standard
  • How to conduct a comprehensive process compliance & maturity assessment
  • Requirements for planning and implementing the Service Management System
  • Measuring quality and performance for successful outcomes


This course is comprised of the following two certification options:

ISO/IEC 20000 Foundation Certificate:

This Masterclass course includes a 60 minute exam consisting of 40 multiple-choice questions that test your comprehension of ISO/IEC 20000 and Service Management principles. While the ISO/IEC 20000 Foundation course can also be conducted separately, its inclusion in the Masterclass allows space for a deeper level of understanding of requirements specific to the standard.

ISO/IEC 20000 Implementation Leader Certificate:

This certification consists of an open book ISO/IEC 20000 Implementation Leader exam. Unlike other Service Management qualifications that only test theoretical knowledge, this exam consists of a mixture of complex multiple choice questions and is followed by a workplace assignment that allows you apply and demonstrate your knowledge in a real-world context.

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 ongoing support of a Service Management System. This course is also ideal for those wishing to take their existing ITSM knowledge to a much greater level.


This course begins with a 5 day module that covers the ISO/IEC 20000 standard in detail and equips you with the management skills required of a Service Management implementation leader or consultant and includes the ISO/IEC 20000 Implementation Leader certification exam. Next, a workplace assignment provides the opportunity to apply what you have learned back in the workplace - this activity is either performed individually, in collaboration with your other colleagues, or by means of a comprehensive case study provided upon request.


There are no certification prerequisites required to attend this course, since the opportunity to sit the ISO/IEC 20000 Foundation exam is included in the first week of the course. At least 2 years experience in an IT Management or Consultant role in Service Management or a related field of expertise is preferred.