ISO/IEC 20000-1:2018 Transition

The course enables you to gain a thorough understanding of the differences between ISO/IEC 20000-1:2011 and ISO/IEC 20000-1:2018. During this training course, you will be able to acquire the necessary knowledge and expertise to support an organization in planning and implementing the process of transitioning from an ISO/IEC 20000-1:2011 SMS to ISO/IEC 20000-1:2018 in a timely manner.

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We offer flexibility. You can choose from our selection of in-class courses as well as online courses.

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Target Audience

This course is suitable for anyone with an interest in upgrading to the Service Management System according to ISO 20000-1: 2018

The course is aimed at those of you who already have to some extent established or certified IT Service Management according to ISO / IEC 20000: 2011, or older versions.

  • ISO internal auditors
  • IT managers and consultants
  • Persons responsible for certification according to the new version ISO / IEC 20000-1: 2018
  • Managers who want to prepare for the ISO / IEC 20000-1: 2018 certification transition
ISO/IEC 20000-1:2018 vs 2011

Aims of the course

  • Differences between ISO/IEC 20000-1:2011 and ISO/IEC 20000-1:2018
  • You will understand the new high-level structure of ISO/IEC 20000-1:2018
  • How to apply the ISO/IEC 20000-1:2018 changes to an existing Service Management System
  • You will understand and comprehend the new concepts and requirements of ISO/IEC 20000-1:2018


Benefits of the course ISO/IEC 20000-1:2018 Transition

You will be able to demonstrate that you have the practical knowledge and professional capabilities to successfully apply the ISO/IEC 20000-1:2018 changes to an existing SMS

The ISO / IEC 20000-1: 2018 Transition course was developed by ISO 20000 Lead Auditors to provide organizations that are certified or compatible with ISO / IEC 20000-1: 2011 with procedures, recommendations and tips for simplifying migration to a new version of the standard.
  • Scheme ISO 20000: 2018 available here
  • Topics divided into 20 processes and chapters
  • There are 212 requirements for the upgrade in total
přechod na ISO 20000:2018


Day 1
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09:00 – 10:30

ISO/IEC 20000-1:2018 Introduction

  • New terminology
  • New Service Management System
  • High Level requirements of ISO 20000:2018

10:30 – 10:45

Coffee Break

10:45 – 12:15

Cross-referencing model

  • 2011 vs. 2018
  • Mapping of both standards

12:15 – 13:15


13:15 – 14:45

Role Requirements

  • Old vs. new roles
  • Changes in liability in version 2018

14:45 – 15:00

Coffee break

15:00 – 17:00

Documentation requirements

  • Policies, plans
  • Processes, procedures
  • Accesses, programs, SMS

Day 2
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Open agenda

09:00 – 10:30


  • Old vs. new
  • Requirements mapping
  • Change of process requirements
  • How to upgrade old requirements to new ones

10:30 – 10:45

Coffee Break

10:45 – 12:15

Required requests

  • List of old 2011 version requirements

Implementace Service Managementu

  • Process ISO/IEC 20000-1:2018 part I.

12:15 – 13:15


13:15 – 14:45

Migration to a new standard

  • Transition Timeline
  • GAP Analysis of the organization
  • 5 steps to upgrade to version 2018
  • Project plan of new and changing requirements

14:45 – 15:00

Coffee Break

15:00 – 17:00


  • ISO 20000-1:2018 certificatino exam

The Teltow course focuses on the transition from the old version of the ISO / IEC 20000-1 (2011) standard to the new version 2018.

  • Block duration 90 minutes
  • Hours 16 hours
  • Refreshments Yes
  • Exam Yes
  • Prerequisites

    The minimum prerequisite is a general knowledge of the ISO 20000 standard.

Marek Mitáček

Accredited trainer, Workshop Leader, Coach, co-author of methodologies and TAYLLORCOX Toolkits (sets of templates and sample forms) for IT Service Management ITSM, Project Management PRINCE2 and cyber security according to ISMS ISO / IEC 27001 and ZoKB.

One of the very first IT auditors in the Czech Republic. His rich practice began in 1996 in the company. GiTyFurtherly spent almost 10 years as an ITIL implementer at Český Telekom and since 2007 he has been a key auditor, accredited trainer at the TAYLLORCOX certification body

  • Český Telekom
  • GiTy - Interní Auditor / Consultant


Jiří Pilný

15 years of experience with standards of IT Service Management, ITIL, project management. Game Leader for business simulations that will help you use the methodology to increase the applicability of standards in practice. His most successful projects include:

  • Office online
  • Parking Liberec
  • MS Tools for budget management, investments, subsidies
  • PRINCE2® Accelerator (SW solution according to PRINCE2 methodology)

Jan Cuřín

Graduate of ČVUT FEL, subsequently a consultant with an international dimension in the field of implementation and optimization of the information management system (ITSM) and cyber (ISMS) security. He applies the acquired experience from the position of an accredited Lead Auditor in the areas of IT Service Management, ISMS and GDPR.

  • Cyber Security standard author
  • Lead Auditor ITSM ISO 20000, ISMS ISO/IEC 27001
  • Approved Trainer & Lead Auditor GDPR (EU 2016/679) dle ISO/IEC 17067


ISO 20000-1:2018 Transition | ISO 17024 Accredited

ISO 20000 certification

Certificate of Attendance

ISO 20000 Transition by TAYLLORCOX is an internationally accredited certificate

The advantage of our accredited programs is the British Certificate of Attendance "ISO 20000-1" (ATO) Accredited Training Organization TAYLLORCOX. We are ISO / Axelos / PeopleCert Certified Partner

Exam format:

  • Duration: 60 min.
  • Pass mark: 65% (26/40)
  • 40 multiple choice questions
  • Closed book policy
  • Certificate included in course price
ISO/IEC 20000-1:2018 certifikace

Graduate ratings

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What makes our references exceptional? They are not one-off events. Clients come back to us regularly.

  • Tomáš M.
  • 16.12.19
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  • 16.12.19
  • Kvados

Povedlo se vyřešit několik otázek, které jasně v současné a budoucí implemenataci IT SMS neměli jasně dořešené, děkuji za otevřený přístup lektora.

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