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ISO/IEC 20000 Lead Implementer: IT service management
IT services must be organised around requirements and commitments. Use ISO/IEC 20000 to structure deployment of your IT service management arrangements. Clarify roles, coordinate activities and organise monitoring to turn the standard into practices suited to your operations.
- Duration
- 4.5 days 31 hours
- Code
- ISO20000LI Code
- Certification
- ISO/IEC 20000: IT service management Certification
Accredited training for the ISO/IEC 20000: IT service management certification.
Presentation
ISO/IEC 20000 was the first published standard to provide a framework for IT service management. Planning, design, transition, implementation and improvement form the requirements service providers must meet through their service management system (SMS). Divided into 5 parts, ISO/IEC 20000 gives IT professionals effective methods for improving service quality for internal and external customers.
ISO/IEC 20000 Lead Implementer training develops the skills to support an organisation in implementing, managing and maintaining an IT service management system compliant with the standard. You will learn good practices for establishing an SMS, techniques for improving IT processes and services, and approaches to managing organisational effectiveness and performance.
The course prepares you for the ISO 20000 Lead Implementer certification exam. Passing it enables you to obtain a PECB credential, such as PECB Certified ISO/IEC 20000 Provisional Implementer, which requires no professional experience (see the Certification tab for details).
Objectives
By the end of ISO 20000 Lead Implementer training, you will be able to:
- understand the relationships between ISO/IEC 20000-1:2018, ISO/IEC 20000-2:2018 and related standards;
- fully understand the concepts, approaches and techniques for implementing and managing an effective SMS;
- apply ISO/IEC 20000-1 requirements to an organisation's specific needs;
- support an organisation in planning, implementing, managing, monitoring and maintaining an SMS;
- advise an organisation on good practices for establishing an IT service management system;
- pass the ISO 20000 Lead Implementer exam and earn PECB Certified ISO/IEC 20000 Lead Implementer certification.
Program
Day 1: introduction to ISO/IEC 20000 and initiating an SMS
- Standards and regulations.
- IT service management fundamentals.
- The IT service management system (SMS).
- Initiating SMS implementation.
- Understanding the structure and defining IT service management objectives.
- Analysing the existing management system.
- Modelling and validating the SMS project.
Day 2: plan SMS implementation
- Implementing the service management system.
- Defining the SMS scope.
- Developing SMS policies.
- Management responsibility levels.
- Documentation requirements.
- Process design.
- Team training, awareness and communication.
Day 3: implement the SMS
- Implementing new services or changing existing services.
- The service delivery process.
- Relationship management.
- Resolution and control processes.
Days 4 and 5: monitor, improve and prepare the SMS certification audit
- Monitoring and measurement tools.
- Analysis and evaluation.
- Internal auditing.
- Management review.
- Handling nonconformities.
- Continual improvement.
- Preparing the certification audit.
- Implementer competencies and evaluation.
Please note: PECB ISO/IEC 20000 Lead Implementer course materials are available in English.
Audience
This course is intended for:
- IT professionals involved in IT service management;
- expert consultants seeking comprehensive SMS implementation knowledge;
- anyone responsible for SMS compliance.
Prerequisites
ISO 20000 Lead Implementer training requires:
- sound ISO/IEC 20000 knowledge and a good understanding of implementation principles;
- good English proficiency, as course materials and the certification exam are not available in French.
Teaching and assessment methods
- Initial skills assessment
- Training materials provided to participants
- Continuous assessment throughout the course
- End-of-course feedback questionnaire
- Combination of theory and practical application
- Attendance records
- Post-course follow-up evaluation
- Practical exercises
- Case study
Course highlights
Practical exercises based on real cases with 450 pages of documentation; 31 CPD credits; PECB certification exam included in the course fee; if unsuccessful, retake it free within 12 months.
Dates and sessions
Choose the date and delivery format that suit you.
No upcoming sessions are currently available.
Training content offered in partnership with PECB