ISO/IEC 20000 IT Service Management System – Lead Implementer Training Courses
Imagine that your organization has a tool that supports every step of service lifecycle, from ideation to planning, from delivery to improvement. Such a tool exists in the form of a service management system, based on an internationally recognized standard: ISO/IEC 20000-1.
What is ISO/IEC 20000-1?
Published initially in 2005 and subsequently updated in 2011 and 2018, ISO/IEC 20000-1 is a Type A management system standard that sets out the minimum requirements for an organization to establish, implement, maintain, and continually improve a service management system (SMS).
An SMS consists of policies, processes, resources, objectives, and documented information that are put together and are coordinated to achieve the objectives of the organization. An effective SMS enables organizations to direct and control their service management activities, identify and mitigate risks related to their activities, and identify and realize opportunities that improve service provision.
The requirements of ISO/IEC 20000-1 are generic and applicable to organizations of all sizes, sectors, and complexities. According to ISO Survey 2020, there are more than 7,500 certificates issued to organizations worldwide. Contrary to the common misperception that this standard is only applicable to IT infrastructure, ISO/IEC 20000-1 can be used for various other services, including, finance, cloud, business process outsourcing, etc.
Figure 1: Compatibility between ISO/IEC 20000-1 and various types of services
As most of the ISO management system standards, ISO/IEC 20000-1 is created based on the High-Level Structure (HLS) and shares the common terms and core definitions. This alignment in structure enables an easier integration with other management systems based on standards such as ISO 9001, ISO/IEC 27001, and ISO 22301. Apart from ensuring consistency and reducing costs, integrating several management systems can increase the organization’s capabilities to deliver consistent and quality services and can assist in the maintenance and improvement of a sustainable business model.
ISO/IEC 20000 Lead Implementer
Why should you attend?
The benefits of implementing a service management system (SMS) based on the requirements of ISO/IEC 20000-1 are manifold: the management system is based on ISO’s high-level structure (HLS) which allows an easier integration with existing management systems, the standard comprises practices proven to be useful in the service management industry, requirements stated in clauses 4–10 allow the organization to establish a structured approach to manage service provision activities and deliver value to its customers, the standard allows the organization to establish a baseline upon which it can improve in the future.
The training course aims to provide in-depth understanding of ISO/IEC 20000-1 requirements, as well as good practices and approaches used for the implementation and subsequent maintenance of the service management system.
After attending the training course, you can take the exam. If you pass, you can apply for the “PECB Certified ISO/IEC 20000 Lead Implementer” credential. Internationally recognized, the “PECB Certified ISO/IEC 20000 Lead Implementer” certificate validates your professional capabilities and competence in implementing an SMS based on the requirements of 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
- 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
- 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
- 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.
Course agenda
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Day 1: Introduction to ISO/IEC 20000 series and the initiation of an SMS
Day 2: Implementation plan of an SMS
Day 3: Implementation of an SMS
Day 4: SMS monitoring, continual improvement, and preparation for the certification audit
Day 5: Certification Exam
Examination
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This course is taught in partnership with PECB. 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: Fundamental principles and concepts of a service management system
Domain 2: Service management system requirements
Domain 3: Planning of an SMS implementation based on ISO/IEC 20000-1
Domain 4: Implementation of an SMS based on ISO/IEC 20000-1
Domain 5: Monitoring and measurement of an SMS based on ISO/IEC 20000-1
Domain 6: Continual improvement of an SMS based on ISO/IEC 20000-1
Domain 7: Preparation for an SMS certification audit
For specific information about exam type, languages available, and other details, please visit the List of PECB Exams and the Examination Rules and Policies.
Certification
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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.
For more information about the ISO/IEC 20000 certifications and the PECB certification process, please refer to the Certification Rules and Policies.
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 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 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 the PECB Code of Ethics Note: 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. For more detailed information about the Foundation Exams and the overall Master Requirements, please go to the following link: https://pecb.com/en/master-credentials.
To be considered valid, the MS project experience activities should follow best implementation practices and include the following:
- Drafting an SMS implementation plan
- Initiating an SMS implementation
- Implementing the SMS
- Managing, monitoring, and maintaining an SMS
- Identifying and acting upon continual improvement opportunities
General Information
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- Certification and examination fees are included in the price of the training course
- Training material containing over 450 pages of information and practical examples will be provided.
- An attestation of course completion valid of 31 CPD (Continuing Professional Development) credits will be issued to participants who have attended the training course.
- In case of exam failure, the candidate can retake the exam once for free within 12 months following the initial exam date.
For additional information, please contact us at info@globalskillsfactory.fi
