ISO 20000 Lead Implementer

About The Course

ISO 20000 Lead Implementer

ISO 20000 Lead Implementer, a five-day intensive course designed to inculcate participants and enable them to develop the expertise necessary to support the implementing and managing of an organizational service management system as specified in ISO/IEC 20000-1.

The participant will also gain a thorough understanding of planning and implementing service management processes best practices: planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes.

This training is consistent with the project management practices established in ISO 10006 (Quality Management Systems – Guidelines for Quality Management in Projects). This training is fully compatible with ISO 20000-2 (Guidelines for the Implementation of an SMS) and ITIL.

Day 1
Introduction to Service Management System (SMS) concepts as required by ISO 20000 Initiating an SMS
  • Presentation of the ISO 20000 family of standards and comparison with ITIL V2 and V3
  • Fundamental principles of Service Management System
  • Preliminary analysis and establishment of the maturity level of an existing SMS
  • Writing a business case and a project plan for the implementation of an SMS
Day 2
Planning an SMS based on ISO 20000
  • Definition of the scope of an SMS
  • Definition of an SMS policy and objectives
  • Documentation of the processes and procedures and SLAs
  • Budgeting and accounting for IT services
Day 3
Implementing an SMS based on ISO 20000
  • Change, configuration, release, capacity and availability management
  • Service continuity and security management
  • Incident and problem management
  • Operations management of an SMS
Day 4
Controlling, monitoring, measuring and improving an SMS certification audit of an SMS in accordance with ISO 20000
  • Controlling and monitoring an SMS
  • Development of metrics, performance indicators and dashboards
  • ISO 20000 internal audit and management review
  • Implementation of a continual improvement program
  • Preparing for an ISO 20000 certification audit
Day 5
Certification exam

ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended

Who Should Attend?
  • Project managers or consultants wanting to prepare and to support an organization in the implementation of an Information Technology Service Management System (ITSMS)
    • ISO 20000 auditors who wish to fully understand the Information Technology Service Management System implementation process
      • Persons responsible for the Information Technology Service or conformity in an organization
        • Members of an Information Technology Service team
          • Expert advisors in information technology
            • Technical experts wanting to prepare for an Information Technology Service function or for an ITSMS project management function
Learning Objectives
  • To Understand the implementation of an IT Service Management System in accordance with ISO 20000
  • To Gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System
  • To Know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL
  • To Understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
  • To Acquire expertise to support an organization in implementing, managing and maintaining an Information Technology Service Management System (ITSMS) as specified in ISO/IEC 20000:2005
  • To Acquire the necessary expertise to manage a team in implementing the ISO 20000 standard
  • To Acquire the personal skills and knowledge necessary to advise an organization on the management best practices of an Information Technology Service Management System (ITSMS)
  • To Improve the analysis and decision making capabilities in an IT management context
  • The “Certified ISO/IEC 20000 Lead Implementer” exam fully meets the requirements of the PECB Examination and Certification Program (ECP). The exam covers the following competence domains:

    • Domain 1: Fundamental principles and concepts of SMS

    • Domain 2: Information Technology Service Best Practice based on ISO 20000-2

    • Domain 3: Planning an SMS based on ISO 20000

    • Domain 4: Implementing an SMS based on ISO 20000

    • Domain 5: Performance evaluation, monitoring and measurement of an SMS based on ISO 20000

    • Domain 6: Continual improvement of an SMS based on ISO 20000

    • Domain 7: Preparing for an ISO 20000-1 certification audit

  • The “Certified ISO/IEC 20000 Lead Implementer” exam is available in different languages (the complete list of languages can be found in the examination application form)

  • Duration: 3 hours

  • For more information about exam, refer to PECB section on ISO 20000 Lead Implementer Exam

  • After successfully completing the exam, participants can apply for the credentials of Certified ISO/IEC 20000 Provisional Implementer, Certified ISO/IEC 20000 Implementer or Certified ISO/IEC 20000 Lead Implementer, depending on their level of experience
  • A certificate will be issued to participants who successfully passed the exam and comply with all the other requirements related to the selected credential
  • For more information about ISO 20000 certifications and PECB certification process, refer to PECB section on ISO 20000 Lead Implementer Certification

Learning Methods

On-site Training

On-site training will require you to travel to the city the training is held in and may require accommodations. It gives you the advantage to be in the class with other participants and ask questions as needed as well as seek the advice of the trainer when you require help in understanding the topic. You will also be able to take the exam after finishing the training classes which is included in the cost.

Self Study

Self-Study is an excellent opportunity for those that don’t have the time to travel and can work on their own. Once we have received your request and payment, you will receive an email with instructions on how to access your training material via PECB’s KATE application. If you prefer to get a printed book shipped to you, contact us and we can arrange that for an additional cost. When you are ready, you will receive a voucher for the exam and instructions on how to set-up the online exam. Contact us with any questions.

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