Brit Certifications and Assessments


Brit Certifications and Assessments (BCAA) is a leading UK based certification body. This CB is formed to address the gap in the industry in IT and IT Security sector. The certification body leads in IT security, and IT certifications, and in particular doing it with highly pragmatic way.


BCAA UK works in hub and spoke model across the world.



IT Service Management


IT service management (ITSM) is a concept that enables an organization to maximize business value from the use of information technology.


ITSM positions IT services as the key means of delivering and obtaining value, where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks. ITSM works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation. To ensure sustainable quality of IT services.


ITSM establishes a set of practices, or processes, constituting a service management system. There are industrial, national and international standards for IT service management, setting up requirements and good practices for the management system.


ITSM is based on a set of principles, such as focusing on value and continual improvement. It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. It incorporates principles and practices from various management approaches, such as lean manufacturing, organizational change management, system analysis and risk management.





ISO 20000-1:2018 is the IT Service Management System Standard. The ISO 20000 Certification Standard helps Organizations promote and encourage their assurance in the Quality-based Services. The Service delivery to your Customers/Clients will be more effective and trustworthy with the implementation of the Standard.


A Service Management System is an all-encompassing management system meant to bring together all aspects of Organization Management, such as:


The Guidelines and Requirements defined in the ISO 20000-1:2018 are the Industry Best Practices written by the highly experienced professional team in the ISO.



The ISO 20000 Standard consists of two main parts:
• Gives Organizations the requirements of a Service Management System (SMS)
• Gives Guidance on Best Practices for the Application of SMS based on previous requirements




• Improved service performance and increased value provided to its interested parties.
• Opportunity to seek a formal certification from an accredited conformity assessment body.
• Reduced costs, efforts, and disruption to services.
• Improved service lifecycle, including planning, design, transition, and delivery.
• Aligned SMS components with business objectives.
• Fulfilled service requirements.
• Increased confidence of the business and customers.
• Reduced risks by utilizing a risk management approach.
• Improved understanding of roles and responsibilities.
• Improved relationships with suppliers and other relevant interested parties.


Why ISO 20000-1 IT Service Management (ITSM) Certification?


Maintaining a competitive edge is increasingly difficult. An ISO 20000-1 Service Management Certification provides the framework to ensure your organization maintains and updates your IT Management System (ITSM) effectively and enables IT service provision to be controlled and efficient.


ISO 20000-1 IT Service Management is the certifiable standard for IT companies, but a unique series of guidance standards have been developed that can be applied specifically for implementation of your organization needs. These additional aspects of the series give guidance on the relationship between ISO 20000-1 and other service management frameworks (such as ITIL and COBIT), or guidance on the scope definition and applicability of ISO 20000-1. Some of the standards include:


• ISO 20000-1:2018 Information Technology – Service Management – Part 1: Service Management
• ISO 20000-2:2019 Information Technology – Service Management – Part 2: Guidance on the Application of Service Management Systems
• ISO 20000-7:2019 Information Technology – Service Management – Part 7: Guidance on the Integration and Correlation of ISO/IEC 20000-1:2018 to ISO 9001:2015 and ISO 27001:2013
• ISO 20000-10:2018 Information Technology – Service Management – Part 10: Concepts and Vocabulary
• ISO 20000-11:2015 Information Technology – Service Management – Part 11: Guidance on the Relationship Between ISO 20000-1 and Service Management Frameworks: ITIL®
• (Information Technology Infrastructure Library)
• ISO 20000-13:2018 Information Technology – Service Management – Part 13: Guidance on the Relationship Between ISO 20000-1 and Service Management Frameworks: COBIT
• (Control Objectives for Information Technologies


ITIL® (Information Technology Infrastructure Library) is a highly recognized, extensive library of IT service delivery best practices that is owned by Axelos. The most recent version focuses on integration of the business structure, departmental technologies, customer feedback with the IT services. Vital information for improvement of the organization enables management of risk, customer satisfaction, cost savings, growth, and change.


Guiding principles for ITIL include – focus on value, design for experience, start where you are, work holistically, progress iteratively, observe directly, be transparent, collaborate, and keep it simple.





Day 1
• Team Introduction and trainer introduction
• Introduction to management systems and the process approach
• Presentation of the ISO 20000 family of standards and comparison with ITIL V2 and V3 Lunch Break
• Fundamental principles of IT Service
• Preliminary analysis and establishment of the maturity level of an existing IT Service
• Management System
• Writing a business case and a project plan for the implementation of an ITSM • GD and Q & A
End of Day 1


Day 2
• Review of topics covered
• Definition of the scope of an SMS
• Definition of an SMS policy and objectives
• Documentation of the processes and procedures
• Service level management
• Budgeting and accounting for IT services Lunch Break
• Competence management
• Change management
• Configuration and release management
• GD and Q & A
End of Day 2


Day 3
• Review of topics covered
• Capacity and availability management
• Service continuity and security management
Lunch Break
• Incident and problem management
• Operations management of an SMS
• Controlling and Monitoring an SMS
• GD and Q & A
End of Day 3


Day 4
• Review of topics covered
• Development of metrics, performance indicators and dashboards
• ISO 20000 internal Audit
• Management review of an SMS
Lunch Break
• Implementation of a continual improvement program
• Preparing for an ISO 20000 certification audit
• Audit tips
• Management of the Audit and Implementation
• GD and Q & A
End of Day 4 and course


Dual Certification


The training program carries dual certification.
1. ISO20000 Lead Implementer
2. Certified Chief IT Service Manager




The training is followed by a subjective ISO20000 exam after successful completion of the training.
CITSM certification is based on experience of the participant with more than 5 years’ experience in IT Service Management endorsed by the training partner.




• Managers or consultants involved in and concerned with the implementation of a service management system
• Managers and employees seeking to help to meet the service requirements and deliver value
• Project managers, consultants, or expert advisers seeking to master the implementation of a service management system
• Individuals responsible for maintaining conformity with the ISO/IEC 200001 requirements in an organization
• Members of an SMS implementation team




128 City Road, London, EC1V 2NX,
United Kingdom
+44 203 476 4509


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