ISO/IEC 20000-1 IT Service Management Awareness

It is for employees, service desk and IT operations teams, and managers in organisations using or planning ISO/IEC 20000-1, including managed service providers and internal IT departments. It helps everyone see how their daily work fits into the service management system. No prior knowledge of ISO/IEC 20000-1 or service management is needed, so it suits new starters as well as managers.

It covers why service management matters; how ISO/IEC 20000-1:2018 is organised; context, leadership, planning and support; the service portfolio, relationship and agreement, and supply and demand; service design, build and transition; resolution and fulfilment, including incidents, service requests and problems; service assurance for availability, continuity and information security; and performance evaluation, improvement and each person's part.

It is a set of short video modules, each followed by practice questions, and a final exam. The course page shows the number of modules and the approximate video runtime; allow additional time for the practice questions and the exam. With 12 months of access, you can complete it in one sitting or spread it over several sessions.

Yes. Learners who reach the 70% pass mark in the final exam receive a Sterling Academy Certificate of Completion for ISO/IEC 20000-1 IT Service Management Awareness. Each certificate carries a unique number and a QR code, and anyone can check it online using the certificate number and the holder's surname. It is a training certificate for the individual learner.

Yes. ISO/IEC 20000-1 IT Service Management Awareness is a self-paced online course made of short video modules, in English with captions. You study at your own pace during 12 months of access, and practice questions after modules help you check your understanding before the final exam. If a point is unclear, questions are answered by a Sterling consultant.

ISO/IEC 20000-1 IT Service Management Awareness is US$19 per learner. Teams save 20% for 11 to 50 learners and 30% for 51 to 200 learners; 201 or more learners are priced on request. Client administrators can track their team's progress. Prices are in US dollars, excluding taxes, and Sterling confirms final pricing and enrolment.

No. The Certificate of Completion is a training certificate: it shows that one person completed ISO/IEC 20000-1 IT Service Management Awareness and reached the pass mark in its final exam. It is not certification of an organisation to ISO/IEC 20000-1, and Sterling does not certify organisations. An organisation is certified by an independent certification body after that body's own audit.