ISO/IEC 20000 Lead Implementer Training

ISO/IEC 20000 lead implementer training from Sync Resource will enable you to develop all the expertise to create, implement, maintain and manage a Service Management System (QMS) based on ISO 20000 standard.

This training will also help you gain an in-depth understanding of the best practices of Service Management Systems, which will allow you to improve the overall performance, customer satisfaction and effectiveness of a Service Management System, for any organization.

Learning Objectives

  • To understand the implementation of ISO 20000 for SMS management
  • To support and prepare an organization for an ISO 20000 certification audit
  • To gain an in-depth understanding of the tools and techniques required for the effective SMS management in accordance with ISO 20000 standard
  • To understand the relationship of ISO 20000 based Service Management System with ISO 20000-1, ISO 20000-2 and other ISO standards
  • To understand how ISO 20000 works hand in hand with other ISO standards, to develop an integrated management system
  • To develop skills and gain the knowledge to help you identifying the risks and opportunities associated with an organization effectively, according to ISO 20000 standard
  • To understand the correlation between the components of ISO 20000 based Service Management System and the compliance with the requirements of stakeholders of an organization
  • To acquire the necessary expertise to support an organization in creating, implementing, managing and maintaining a Service Management System as specified in ISO 20000
  • To acquire the necessary expertise to lead a team of ISO 20000 implementers
  • To gain the knowledge and develop the skills required to advise an organization on best practices for the management of SMS
  • To improve the capacity for analysis and decision making in the context of SMS management

Who Should Attend?

  • Project managers, or consultants responsible for the implementation and maintenance of a Service Management System, based on ISO 20000 standard principles, for an organization.
  • SMS auditors who want to fully understand the implementation process of ISO 20000 standard
  • SMS managers or SMS team members responsible for the SMS or conformity in an organization
  • Technical experts who want to prepare for a SMS function or for a SMS project management function

ISO/IEC 20000 Lead Implementer Training

Course Agenda

Duration: 5 Days

Day 1: Introduction to ISO/IEC 20000 and initiation of a Service Management System

  • 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
  • Initiating the SMS implementation
  • Writing a business case and a project plan for the implementation of an SMS

Day 2: Plan the implementation of the Service Management System

  • Analysis of the existing management system
  • Leadership and approval of the SMS project
  • SMS scope
  • Policies & Objectives for service management
  • Documentation of the processes and procedures and SLAs
  • Budgeting and accounting for IT services

Day 3: Deploying the Service Management System

  • 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 standard

  • 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/IEC 20000 Lead Implementer Training

Examination

The Sync Resource ISO/IEC 20000 lead implementer training fully meets the requirements of the PECB Examination and Certification Programme (ECP).

The “PECB 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

The exam covers the following competency domains:

Domain 1: Fundamental Principles and Concepts in Quality Management

Main Objective: To ensure that the ISO/IEC 20000 Lead Implementer candidate can understand, interpret and illustrate the main Quality Management concepts related to a Service Management System (SMS)

Domain 2: Quality Management best Practice based on ISO/IEC 20000

Main Objective: To ensure that the ISO/IEC 20000 Lead Implementer candidate can understand, interpret and provide guidance on how to implement and manage the Quality Management requirements based on best practices of ISO/IEC 20000

Domain 3: Planning a SMS based on ISO/IEC 20000

Main Objective: To ensure that the ISO/IEC 20000 Lead Implementer candidate can plan the implementation of a SMS in preparation for an ISO/IEC 20000 certification

Domain 4: Implementing a SMS based on ISO/IEC 20000

Main Objective: To ensure that the ISO/IEC 20000 Lead Implementer candidate can implement the processes of a SMS required for an ISO/IEC 20000 certification

Domain 5: Performance Evaluation, Monitoring and Measurement of a SMS based on ISO/IEC 20000

Main Objective: To ensure that the ISO/IEC 20000 Lead Implementer candidate can evaluate, monitor and measure the performance of a SMS in the context of an ISO/IEC 20000 certification

Domain 6: Continual Improvement of a SMS based on ISO/IEC 20000

Main Objective: To ensure that the ISO/IEC 20000 Lead Implementer candidate can provide guidance on the continual improvement of a SMS in the context of ISO/IEC 20000

Domain 7: Preparing for a SMS Certification Audit

Main Objective: To ensure that the ISO/IEC 20000 Lead Implementer candidate can prepare and assist an organization for the certification of a SMS in accordance to the ISO/IEC 20000 standard

ISO/IEC 20000 Lead Implementer Training

Certification

After successfully passing the exam, you can apply for the credentials shown on the table below. Certification will be provided once you comply with all the requirements related to the selected credential.

The requirements for PECB Implementer Certifications are: 

Credential Exam Professional Experience SMS Implementation Experience Other Requirements
PECB Certified ISO/IEC 20000 Provisional Implementer PECB Certified ISO/IEC 20000 Lead Implementer Exam None None Signing the PECB
code of ethics
PECB Certified ISO/IEC 20000 Implementer PECB Certified ISO/IEC 20000 Lead Implementer Exam Two years; One year of SMS related work experience Service Management System activities totaling 200 hours Signing the PECB code of ethics
PECB Certified ISO/IEC 20000 Lead Implementer PECB Certified ISO/IEC 20000 Lead Implementer Exam Five years; Two years of SMS related work experience Service Management System activities totaling 300 hours Signing the PECB code of ethics
PECB Certified ISO/IEC 20000 Senior Lead Implementer PECB Certified ISO/IEC 20000 Lead Implementer Exam Ten years; Seven years of SMS related work experience Service Management System activities totaling 1000 hours Signing the PECB code of ethics

ISO 20000 Lead Implementer Training

General Information

  • Certification fees are included on the exam price
  • Training material containing over 450 pages of information and practical examples will be distributed
  • A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued
  • In case of exam failure, you can retake the exam within 12 months for free