- Introduction to and background of ISO/IEC 20000.
- The certification scheme.
- ISO/IEC 20000 overview: terminology, process, and objectives.
- ISO/IEC 20000. Part 1 in detail.
- ISO/IEC 20000. Part 2 in detail.
- The use and application of ISO/IEC 20000.
- The implementation of ISO/IEC 20000.
- Preparing for a formal audit.
- Typical toolsets in use.
- ISO/IEC 20000 scoping and eligibility.