Implement ISO 20000-1:2018 Step By Step With Templates

Name: Implement ISO 20000-1:2018 Step By Step With Templates
Rating: 4.7 (40 reviews)

IT Service Management System Implementation, Process Documentation & Continual Improvement | With Templates

Highest Rated

Created byDr. Amar Massoud

Last updated 3/2026

English

What you'll learn

Understand ISO 20000 standards and their application in IT service management.
Create an effective Service Management System (SMS) policy aligned with organizational goals.
Implement and maintain key SMS processes like incident, change, and problem management.
Ensure compliance with regulatory requirements and industry standards within the SMS framework.
Improve service quality and customer satisfaction through effective service management practices.
Define clear roles and responsibilities for structured and efficient SMS implementation.

Course content

5 sections • 43 lectures • 2h 50m total length

Introduction2:21
About the ISO 20000-1 2018 Standard9:00
Our Use Case - TechFusion Solutions3:01
Follow Tech Fusion Solutions as they implement ISO 20,000-1:2018, using gap analysis to align cloud service management processes with best practices, document policies, and prepare for internal and certification audits.

Step 1 - Obtain Management Support5:49
Step 2 - Define the Scope of the SMS6:02
Step 3 - Write the SMS Policy6:55
Develop the sms policy to align the service management system with strategic goals, scope, data centers across North America and Europe, cloud services, and regulatory commitments like GDPR and HIPAA.
Step 4 - Define Roles for SMS Implementation5:38
Step 5 - Perform Assessment and Gap Analysis5:48
Step 6 - Establish the Project5:30
Establish the ISO 20,001 project by defining clear goals aligned with strategy and assigning roles and responsibilities. Plan resources and timelines, and prepare essential documentation.
Step 7: Implement Support Procedures11:49

Step 8: Generate Process and Function Documentation6:21
Service Level Management2:30
Service Reporting2:14
Service Continuity and Availability Management3:00
Capacity Management3:01
Learn capacity planning and forecasting for IT services, monitor performance with SolarWinds and ServiceNow, analyze usage, and optimise capacity through centralized reporting and stakeholder collaboration.
Information Security Management3:07
Budgeting and Accounting for Services2:30
Service Portfolio Management2:45
Identify and evaluate potential services and changes, build business cases for approval, and secure priority from the IT Governance Committee to design, deploy, monitor, and continuously improve the service portfolio.
Demand Management2:13
Supplier Management4:14
Incident Management2:40
Problem Management2:43
Configuration Management2:22
Execute configuration management by identifying configuration items with unique identifiers, updating the cmdb, enforcing baselines and change control, and conducting status accounting and audits.
Change Management2:49
Release and Deployment Management2:52
Service Validation and Testing2:52
Knowledge Management2:54
Request Fulfillment3:03
Service Catalog Management2:24
Event Management2:50
Detect and log information technology events, categorize by type and priority. Assign for investigation, apply corrective actions, verify resolution, and close with centralized documentation.
Access Management3:00

Step 9 - Implement Processes and or Functions3:06
Implement the documented processes by rolling out training, piloting in a controlled environment, and monitoring with KPIs, audits, and change management to drive continuous improvement and ISO 20000-1:2018 alignment.
Step 10 - Perform Training and Awareness Programs7:03
Step 11 - Operate the SMS6:21
Step 12 - Implement the Continual Service Improvement (CSI) Process8:24
Define CSI goals aligned with business objectives, foster a culture of continuous improvement, measure with KPIs, collect and analyze data, plan and implement improvements, and review outcomes.
Step 13 - Conduct Internal Audit5:56
Step 14 - Management Review4:29
Step 15 - Certification Preparation2:02
Step 16 - Stage 1 & 2 Certification Audit2:40
Navigate stage one and stage two ISO 20000-1:2018 certification audits by reviewing SMS documentation and conducting on-site assessments, addressing findings, and ensuring compliant it service management.
Step 17 - Achieve Certification1:49
The organization achieves ISO 20000-1:2018 certification after a rigorous stage two audit, addresses non-conformities, and earns formal approval, boosting credibility and celebrating the team.
Step 18 - Maintain Certification2:05

Requirements

Basic understanding of IT service management concepts
Familiarity with IT operations and service delivery
No prior ISO 20000 experience required, beginners welcome

Description

Master ISO 20000-1:2018 Implementation Step-by-Step with Practical Templates and Expert Guidance

Welcome to our comprehensive course designed to empower you with the skills and tools needed to implement ISO 20000-1:2018 seamlessly within your organization. Whether you're new to IT service management or looking to refine your current practices, this course provides a structured approach to aligning with international standards.

Throughout this course, you'll explore the fundamental principles of ISO 20000-1:2018, gaining a deep understanding of how to establish and optimize your Service Management System (SMS). From crafting a robust SMS policy that aligns with your organization's strategic goals to conducting internal audits and continual service improvement, each module is crafted to enhance your proficiency.

Our practical, hands-on approach includes customizable templates and real-world examples to guide you through every phase of implementation. You'll learn essential techniques for managing service delivery, ensuring compliance with regulatory frameworks such as GDPR and HIPAA, and fostering a culture of service excellence within your team.

By the course's conclusion, you'll be equipped not only to lead ISO 20000-1:2018 projects but also to drive tangible improvements in service quality and operational efficiency. Whether you're a manager, consultant, or IT professional, this course empowers you to elevate your organization's service management standards, enhance customer satisfaction, and achieve business excellence.

Join us on this journey to transform your service delivery capabilities and become a catalyst for positive change within your organization.

Who this course is for:

IT professionals seeking to deepen their understanding of service management
Service managers aiming to enhance service delivery standards
Team leaders responsible for IT service operations
Individuals preparing for ISO 20000 certification
Beginners in IT service management

Implement ISO 20000-1:2018 Step By Step With Templates

What you'll learn

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Course content

Introduction3 lectures • 14min

Implementation Steps (1 to 7)7 lectures • 48min

Step 8: Generate Process and Function Documentation21 lectures • 1hr 2min

Implementation Steps10 lectures • 44min

Conclusion2 lectures • 2min

Requirements

Description

Who this course is for: