ISO/IEC 20000 Lead Implementer training course provides participants with an in-depth understanding of ISO/IEC 20000-1 requirements and the practical knowledge needed to implement, manage, maintain, and continually improve a Service Management System (SMS). Implementing an SMS based on ISO/IEC 20000-1 helps organizations establish a structured approach to service management, improve service delivery, deliver value to customers, and create a strong baseline for continual improvement.
This training course covers good practices and implementation approaches for establishing and maintaining an effective SMS aligned with ISO’s High-Level Structure (HLS), making it easier to integrate with other management systems. Upon successful completion of the course and exam, participants can apply for the PECB Certified ISO/IEC 20000 Lead Implementer credential, demonstrating their professional competence in implementing a Service Management System based on ISO/IEC 20000-1.
Who Should Attend?
The ISO/IEC 20000 Lead Implementer training course is intended for managers or consultants involved in and concerned with the implementation of a service management system in an organization; managers and employees seeking to help their organization meet the service requirements and deliver value; project managers, consultants, or expert advisers seeking to master the implementation of a service management system based on the requirements of ISO/IEC 20000-1; individuals responsible for maintaining conformity with the ISO/IEC 20000-1 requirements in an organization; and members of an SMS implementation team.
Learning Objectives
This training course enables you to gain a comprehensive understanding of the concepts, approaches, methods, and techniques used for the implementation and effective management of an SMS; acknowledge the correlation between ISO/IEC 20000-1, standards in the ISO/IEC 20000 series, and other ISO standards; gain the ability to interpret the requirements of ISO/IEC 20000-1 in the specific context of an organization; develop the necessary knowledge and expertise to support an organization in effectively planning, implementing, managing, monitoring, and maintaining an SMS; and acquire the expertise to advise an organization in implementing SMS best practices.
Educational Approach
This training course is participant centered and contains theories, approaches, and good practices used in service management; lecture sessions, which are illustrated with examples and practical exercises based on a case study that include discussions; and interactions made between participants by means of questions and suggestions.
Prerequisites
The main requirements for participating in this training course are a basic knowledge of ISO management system standards, a general understanding of ISO/IEC 20000-1, and an awareness of the management system implementation principles.
The PECB Certified ISO/IEC 20000 Lead Implementer exam fully meets the requirements of the PECB Examination and Certification Program (ECP). It covers the following competency domains:
Domain 1:Â Fundamental principles and concepts of a service management system
Domain 2:Â Service management system requirements
Domain 3:Â Planning of an SMS implementation based on ISO/IEC 20000-1
Domain 4:Â Implementation of an SMS based on ISO/IEC 20000-1
Domain 5:Â Monitoring and measurement of an SMS based on ISO/IEC 20000-1
Domain 6:Â Continual improvement of an SMS based on ISO/IEC 20000-1
Domain 7:Â Preparation for an SMS certification audit
Upon the successful completion of the exam, you can apply for one of the credentials shown in the table below. You will receive a certificate once you fulfill all the requirements related to the selected credential.
The PECB ISO/IEC 20000 Implementer certification scheme has the following requirements:
| Credential | Exam | Professional experience | SMMS project experience | Other requirements |
|---|---|---|---|---|
| PECB Certified ISO/IEC 20000 Provisional Implementer | PECB Certified ISO/IEC 20000 Lead Implementer Exam or equivalent | None | None | Signing the PECB Code of Ethics |
| PECB Certified ISO/IEC 20000 Implementer | PECB Certified ISO/IEC 20000 Lead Implementer Exam or equivalent | Two years: One year of work experience in IT Service Management | Project activities: a total of 200 hours | Signing of the PECB Code of Ethics |
| PECB Certified ISO/IEC 20000 Lead Implementer | PECB Certified ISO/IEC 20000 Lead Implementer Exam or equivalent | Five years: Two years of work experience in IT Service Management | Project activities: a total of 300 hours | Signing of the PECB Code of Ethics |
| PECB Certified ISO/IEC 20000 Senior Lead Implementer | PECB Certified ISO/IEC 20000 Lead Implementer Exam or equivalent | Ten years: Seven years of work experience in IT Service Management | Project activities: a total of 1,000 hours | Signing of the PECB Code of Ethics |
Note:Â PECB Certified Individuals who do possess the Lead Implementer and Lead Auditor Credentials are qualified for the respective PECB Master Credential, given they have taken 4 additional Foundation Exams which are related to this scheme.Â
To be considered valid, the MS project experience activities should follow best implementation practices and include the following:
Course agenda
Day 1:Â Introduction to ISO/IEC 20000 series and the initiation of an SMS
Day 2:Â Implementation plan of an SMS
Day 3:Â Implementation of an SMS
Day 4:Â SMS monitoring, continual improvement, and preparation for the certification audit
Day 5:Â Certification Exam
