ISO 20000 Lead Implementer Certification

Master the implementation and management of IT Service Management Systems (ITSMS) based on ISO/IEC 20000.

This four-day intensive course enables participants to develop the necessary expertise to support an organization in establishing, implementing, managing and maintaining an IT Service Management System (ITSMS) based on ISO/IEC 20000.

During this training course, you will also gain a thorough understanding of the best practices of IT Service Management Systems and consequently improve an organization’s IT processes and/or services, effectiveness and overall performance.

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  • Managers or consultants involved in IT Service Management;
  • Expert advisors seeking to master the implementation of an IT Service Management System;
  • Individuals responsible for maintaining conformance with ITSMS requirements;
  • ITSMS team members.
  • Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory framework;
  • Master the concepts, approaches, methods and techniques used for the implementation and effective management of an ITSMS;
  • Learn how to interpret the ISO/IEC 20000-1 requirements in the specific context of an organization;
  • Learn how to support an organization to effectively plan, implement, manage, monitor and maintain an ITSMS;
  • Acquire the expertise to advise an organization in implementing IT Service Management System best practices.

Day 1: Introduction to ISO/IEC 20000 and initiation of an ITSMS

  • Course objectives and structure;
  • Normative and regulatory framework;
  • Fundamentals of service management;
  • Service Management System (SMS) based on ISO/IEC 20000;
  • Initiating the SMS implementation;
  • Understanding the organization and clarifying the SMS objectives;
  • Analysis of existing management system;
  • Formalization and approval of the SMS project.

Day 2: Plan the implementation of an ITSMS h Service Management System

  • SMS scope;
  • Policies for SMS;
  • Management responsibility;
  • Documentation requirements;
  • Process design;
  • Training, awareness and communication.

Day 3: Implementation of an ITSMS

  • Implementation of new or changed services;
  • Service delivery processes;
  • Relationship Management;
  • Resolution Process h Control Processes.

Day 4: ITSMS monitoring, measurement, continuous improvement and preparation for a certification audit

  • Measurement of the SMS;
  • Internal audit;
  • Management Review;
  • Continual improvement management;
  • Preparing for the certification audit;
  • Competence and evaluation of implementers;
  • Closing the training.
  • A fundamental understanding of ISO/IEC 20000 and comprehensive knowledge of implementation principles.

This training is based on both theory and practice:

  • Sessions of lectures illustrated with examples based on real cases;
  • Practical exercises based on a full case study including role playings and oral présentations;
  • Review exercises to assist the exam preparation;
  • Practice test similar to the certification exam.
  • The “PECB Certified ISO/IEC 20000 Lead Implementer” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains:
    • Domain 1: Fundamental principles and concepts of an IT Service Management System (ITSMS);
    • Domain 2: IT Service Management System (ITSMS);
    • Domain 3: Planning an ITSMS implementation based on ISO/IEC 20000-1;
    • Domain 4: Implementing an ITSMS based on ISO/IEC 20000-1;
    • Domain 5: Performance evaluation, monitoring and measurement of an ITSMS based on ISO/IEC 20000-1;
    • Domain 6: Continual improvement of an ITSMS based on ISO/IEC 20000-1;
    • Domain 7: Preparing for an ITSMS certification audit.
  • The “PECB Certified ISO/IEC 20000 Lead Implementer” exam is available in different languages (trainers are fluent in English, French & Spanish);
  • The exam is available online, please refer to PECB Exams User Manual;
  • Duration: 3 hours
  • For more information about the exam, refer to ISO/IEC 20000 Lead Implementer Exam;
  • A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential;
  • For more information about PECB Certified ISO/IEC 20000 certifications and the PECB certification process, refer to ISO/IEC 20000 Lead Implementer Certification.

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