The LSQA ISO/IEC 20000-1 IT Service Management Systems (ITSMS) Awareness Training Course provides participants with a clear understanding of the principles, structure, and requirements of ISO/IEC 20000-1. This introductory course is designed to build awareness of IT service management, service quality, customer satisfaction, risk management, and continual improvement.

Participants will gain practical knowledge of how an IT Service Management System helps organizations deliver reliable, efficient, and customer-focused IT services while supporting business objectives and regulatory requirements.

Expected Learning Outcomes

Upon successful completion of this course, participants will be able to:

• Understand the purpose and benefits of ISO/IEC 20000-1.
• Explain the principles of IT Service Management.
• Recognize the structure and key requirements of ISO/IEC 20000-1.
• Understand service delivery and continual improvement concepts.
• Identify employee responsibilities within an ITSMS.
• Support organizational IT service objectives.
• Promote customer-focused service management.
• Contribute to maintaining an effective IT Service Management System.

Language: English (Other Languages Available by native speakers)

Duration: 4 Hours (Accredited)

Delivery: Online, Classroom or In-House

Certificate: International Certificate of Completion

Examination: Not Required

Prerequisites: None

Target Audience: IT Personnel, Service Desk Staff, Supervisors, Managers, System Administrators, Process Owners, and anyone seeking a general understanding of ISO/IEC 20000-1.

Course Fee: 45 US$ per participant, including training materials, course handouts, venue, certificate, refreshments, and a light lunch.

The LSQA ISO/IEC 20000-1 Documentation Training Course equips participants with the practical knowledge and implementation tools required to design, document, implement, and maintain an IT Service Management System (ITSMS) in accordance with ISO/IEC 20000-1. Through practical workshops and real-world examples, participants learn how to develop documented information that supports effective service delivery, governance, risk management, and continual improvement.

Expected Learning Outcomes

• Understand ISO/IEC 20000-1 documentation requirements.
• Develop an effective IT Service Management System.
• Document IT service processes, policies, and procedures.
• Define service objectives, service catalogues, and documented information.
• Implement risk-based thinking within IT service management.
• Maintain and continually improve ITSMS documentation.
• Prepare organizations for ISO/IEC 20000-1 certification.

Language: English

Duration: 8 Hours (Accredited)

Delivery: Classroom or In-House

Certificate: International Certificate of Completion

Examination: Not Required

Prerequisites: None

Target Audience: IT Managers, Service Managers, Process Owners, Consultants, Compliance Officers, and professionals responsible for implementing or maintaining an IT Service Management System.

Course Fee: 85 US$ per participant, including training materials, an original copy of the ISO/IEC 20000-1 standard, venue, certificate, refreshments, and a light lunch.

The LSQA ISO/IEC 20000-1 Internal Auditor Training Course equips participants with the knowledge and practical auditing skills required to plan, conduct, report, and follow up IT Service Management System audits in accordance with ISO/IEC 20000-1 and ISO 19011:2018. Practical workshops and audit simulations prepare participants to evaluate IT service management effectiveness and support continual improvement.

Expected Learning Outcomes

• Understand ISO/IEC 20000-1 and ISO 19011 auditing requirements.
• Plan and conduct internal IT Service Management audits.
• Prepare audit plans and audit checklists.
• Gather objective audit evidence.
• Identify and report nonconformities.
• Verify corrective actions.
• Prepare professional audit reports.
• Support continual improvement of the IT Service Management System.

Language: English

Duration: 16 Hours (Accredited)

Delivery: Classroom or In-House

Certificate: International Certificate of Completion

Examination: Yes

Prerequisites: Basic knowledge of ISO/IEC 20000-1 is recommended.

Target Audience: Internal Auditors, IT Managers, Service Managers, Compliance Officers, Consultants, Process Owners, and IT Governance Professionals.

Course Fee: 175 US$ per participant, including training materials, ISO 19011 guidance, venue, certificate, refreshments, and a light lunch.

The LSQA ISO/IEC 20000-1 Lead Auditor Training Course is an intensive professional programme designed to develop the competence required to perform first, second, and third-party IT Service Management System audits in accordance with ISO/IEC 20000-1, ISO 19011:2018, and ISO/IEC 17021-1. Through practical audit simulations and real-world case studies, participants develop the confidence to lead audit teams and evaluate IT Service Management Systems against international requirements.

Expected Learning Outcomes

• Interpret ISO/IEC 20000-1 requirements.
• Apply ISO 19011 and ISO/IEC 17021-1 auditing principles.
• Plan, organize, and lead IT Service Management System audits.
• Conduct opening and closing meetings.
• Gather and evaluate objective audit evidence.
• Report nonconformities and verify corrective actions.
• Prepare professional audit reports.
• Lead audit teams effectively and confidently.

Language:  English

Duration: 40 Hours (5 Days)

Delivery: Classroom or In-House

Certificate: International Certificate of Completion

Examination: Yes

Prerequisites: A good understanding of ISO/IEC 20000-1 and IT Service Management Systems is recommended.

Target Audience: IT Managers, Lead Auditors, Internal Auditors, Service Managers, Consultants, Certification Professionals, IT Governance Specialists, and individuals seeking professional Lead Auditor qualifications.

Course Fee: Contact LSQA for current course fees, schedules, and registration details.