ISO/IEC 20000 Professional - Management Systems - PEOPLECERT International

This is the Professional level course, candidates will be introduced to the more advanced principles and elements of the ISO/IEC 20000 standard for IT Service Management as well as the applicability of these elements

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PEOPLECERT’s ISO 20000 Professional level qualification covers the knowledge required for a candidate to prove a solid understanding of the content and requirements of the international standard, ISO/IEC 20000: IT Service Management as well as the skills to apply and/or implement the practical aspect of the standard.


The Professional certification covers the knowledge required to gain an understanding of the content and requirements of the international standard ISO/IEC 20000: IT Service Management as well as the skills required to successfully apply and implement all the practical content of the standards, for anyone involved in any IT Service Management implementation or improvement activity. PEOPLECERT’s ISO 20000 Professional level qualification is also the first step in achieving the Auditor or the Consultant level of certification, since after successfully passing the Professional level of this qualification an additional level of certification can be achieved depending on which supplemental certification is achieved (Peoplecert’s ISO 19011 or Peoplecert’s ISO 10019 plus a Personal Attributes Assessment Test).

Target Group/Audience

This qualification is the second level of the ISO/IEC 20000 certification scheme provided by Peoplecert, and is aimed at anyone working within a service provider organization (internally or externally) who may require to have and demonstrate a solid knowledge and understanding of the ISO/IEC 20000 standard and its practical content. The certification can also cater for candidates seeking certification at a highly practical and not only theoretical level in regards to Service Management System implementation activities based on ISO/IEC 20000 and or candidates who need to prove not only their understanding of the subject but also their ability to practically apply ISO/IEC 20000 within their organization. This qualification will provide the Professional level of knowledge to its holders and will certify that they have a solid understanding of the standard and its practical content, catering for the advanced level of knowledge for:

(a) staff responsible for managing implementation of the standard in a service provider organization
(b) external or internal auditors
(c) external consultants or managers

Course Objectives

Holders of PEOPLECERT’s ISO 20000: IT Service Management Professional Certification will be able to demonstrate their knowledge, ability, understanding and competence in applying the standard in terms that they are able to:

  • Understand the purpose, use and application of all parts of the standard.
  • Know all definitions and principles of quality management services in accordance with ISO/IEC 20000.
  • Understand the scope, aims and use of the ISO/IEC 20000 Specification and Code of Practice.
  • Explain and apply all requirements set in ISO/IEC 20000-1.
  • Understand, create and apply a service management plan.
  • Help and advise organizations on the implementation of continual improvement processes.
  • Understand, explain and advise on issues regarding applicability, eligibility and scoping.
  • Manage incidents from initial identification through to closure and review.
  • Know how assessments, reviews and internal audits of IT Service Management systems against the requirements of the standard are used.

Entry Criteria/Training Requirements

There are specific entry criteria for candidates of the ISO 20000 Professional level examination. It is mandatory that candidates at this level of certification attend formal and accredited training on the subject with a minimum duration of 16 hours and that they hold a PEOPLECERT’s ISO 20000 Foundation level certificate, ITIL Foundation certificate or other equivalent. A detailed breakdown of these training hours, per topic area is provided in the syllabus section.

Examination Format

Multiple choice examination questions
40 questions
26 marks required to pass (out of 40 available) - 65%
90 minutes’ duration
Prerequisites - Formal Training (16 hours) PEOPLECERT’s ISO 20000 Foundation level certificate (or other equivalent course).
Closed book.