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APMG ISO/IEC 20000 Practitioner Courses

ISO/IEC 20000 Practitioner courses certification provided by iLEARN

iLEARN is an ATO (Accredited Training Organization) 
of APMG-International for ISO/IEC 20000 courses
ISO 20000 Logo

For an online verification of accreditments, do a research with ICONS - Innovative Consulting S.r.l.  of which iLEARN is a business unit.



ISO/IEC 20000 is the international standard for IT Service Management (ITSM). It establishes the requirements and provides the details to implement an effective Service Management System required to deliver high quality IT services, together with guidance on how to demonstrate compliance to the standard.



Candidates will learn to apply the content of the ISO/IEC 20000 standard within an organization. TheISO/IEC 20000 Practitioner certification is automatically achieved after passing the APMG ISO/IEC 20000 Practitioner exam. TheISO/IEC 20000 Practitioner course provides an optimal preparation to pass the exam and, therefore, to obtain the certification.



At ISO/IEC 20000 Practitioner level the candidate should understand and be able to apply the content of the ISO/IEC 20000 standard within currently certified organizations or those considering certification.
The course prepares the participants for the exam APMG ISO/IEC Practitioner certificate in IT Service Management.


Here below you can read the course sheet with information about ISO/IEC 20000 Practitioner course.


Following the ISO/IEC 20000 Practitioner course candidates will:

  • Understand the purpose, the use and the application of parts 1, 2 and 3 of the standard;
  • Help and advise organisations who are trying to obtain ISO/IEC 20000 certification;
  • Understand, explain and provide suggestions with regards to the applicability, eligibility and definition of the field of an ISO/IEC 20000 certification;
  • Understand and explain the existing relationships between ISO/IEC 20000 and commonly used ITSM best practice, as well as related standards;
  • Explain and apply the requirements of part 1 of the standard;
  • Help and advise in the carrying out of an assessment of the current situation in relation to the standard;
  • Produce analysis of the gap and related improvement plans and interventions that have taken place.
  • Understand, create and apply a Service Management plan;
  • Help and advise organisations on the fulfilment of continual improvement processes;
  • Prepare organisations for an ISO/IEC 20000 certification audit in line with the rules of the APMG qualification scheme.

With these aims in mind, the courses focuses on the learning of concepts and above all, their practical application.

Who it is aimed at

This qualification is aimed at professionals, managers and consultants who hold key roles in the production and/or operational management of a service management system based on ISO/IEC 20000.


  • Introduction and background to ISO/IEC 20000 and related certification;
  • The content, use and application of part 1 and 2 of ISO/IEC 20000;
  • Applicability and definition of the field of certification;
  • ISO/IEC 20000, how to use it and how to obtain it;
  • Which organisations can it help.


Participants must have a basic knowledge of the principles and processes of IT Service Management.
The knowledge base in this area are such as those acquired in a course ITIL® Foundation or ISO/IEC 20000 Foundation.

After purchasing the course, they will be asked to send one of the above certificates.

To be able to take the exam, it's required to have read and accepted the terms and conditions of the examination institute. The acceptance of such terms and conditions will have to be confirmed when taking the exam.


  • Classroom/distant course duration: 2 days
  • Classroom/distant Full (Found+Pract) course duration: 5 days



Courses languages


Teacher language

Italian, English, French, Spanish

Material course language


Exam type

Online, Paper


ISO/IEC 20000 Practitioner official certificate

Certificate type


Exam language


Exam format

  • Complex Multiple Choice
  • 4 questions per paper, 20 marks available per question
  • Passing score: 40/80 marks - 50%
  • Duration of 3 hours
  • Open book (only a copy of Part 1 is permitted).

Frequently Asked Questions

No, all prices on the website are excluding VAT. However, remember that VAT is always not applicable in the following cases:

billing to a non EU company or citizen billing to a non Italian EU company with a valid VIES VAT id

You can check the VAT id on VIES portal at this link:

The website implements this rules automatically. However, you or your organization could be exempted by VAT application for other legal reason. In such a case contact us ( so that we can analyze and confirm your case. If so, please don't submit subscriptions using the website: your request will be handled through manual order handling processing.

With the purchase of e-learning packages with 30 days and 1 year of duration, exam doesn’t have to be necessarily taken within the closing date of the account on the e-learning platform. The validity of the exam voucher code is 12 months starting from the issue date.

During the purchase process it is possible to register data and details of each participant. 

The activation date of the package can be selected during the purchase process on our website. The days of access to the course, indicated in the title of the product, will be calculated starting from the selected date. Payment must be completed before the activation date.

30 days or 1 year are to be considered as the period, so the days, during which it is possible to access the purchased training courses on our e-learning platform. These periods start on the activation date selected during the purchase process on our webiste. The activation date can be chosen and selected within 30 days from the purchase date. If you need more flexibility, do not hesitate to contact us.  


Exam voucher code is usually issued at the activation of the e-learning course, anyway it can also be issued at the end of the e-learning course of sent after 24/48 hours from the order date. In case of purchase for exam only, exam voucher code is issued at purchase confirmation, always after the receipt of payment.