ISO 20000 Lead Implementer
Overview
This five-day intensive course enables the participants to develop the necessary expertise to support an organization in implementing and managing a Service Management System as specified in ISO/IEC 20000-1. Also, the participants will gain a thorough understanding of in best practices for planning and implementing the Service Management processes starting from the fields of ISO 20000 planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes. This training is consistent with the project management practices established in ISO 10006 (Quality Management Systems – Guidelines for Quality Management in Projects). This training is fully compatible with ISO 20000-2 (Guidelines for the Implementation of an SMS) and ITIL.
Benefits of ISO/IEC 20000 IT service management
The benefits that you will gain upon the successful completion of one of the ISO/IEC 20000 training courses include the following:
- Improved credibility
- Increased client satisfaction
- Increased comprehension of business objectives
- Improved brand reputation
- Development of new capabilities
- Leveraged ITIL experience
- Increased ability to plan and control
- Reducing response time
- Decreased incidents
- Creates a culture of continuous improvement
Prerequisites
A fundamental understanding of the ISO/IEC 20000-1 standard, implementation principles and service management concepts.
Training Options
| Self Study | ONLINE TRAINING | CLASSROOM TRAINING |
|---|---|---|
| 1. Online access to course material using PECB KATE App 2. Online Certification Exam (fees included) 3. Certification with a passing examination and professional experience 4. Exam Re-take included | 1. 4 Full Days of Training 2. Certification Exam – online 3. Certification fees included 4. Curriculum Manual, Exercise and Case Study Manual 5. PECB Certificate of Completion – 31 CPD Credits | 1. 4 Full Days of Training 2. Certification Exam – online or paper based 3. Certification fees included 4. Curriculum Manual, Exercise and Case Study Manual 5. PECB Certificate of Completion – 31 CPD Credits |
Course Features
- Lectures 0
- Quizzes 0
- Duration 50 hours
- Skill level All levels
- Language English
- Students 0
- Assessments Yes
Day 1 Introduction to Service Management System (SMS) concepts as required by ISO 20000
- Fundamental principles of service management
- ISO 20000 certification process
- Service Management System (SMS)
- Detailed presentation of the clauses of ISO 20000-1No items in this sectionDay 2 Planning and initiating an ISO 20000 audit
- Definition of the scope of an SMS
- Definition of an SMS policy and objectives
- Documentation of the processes and procedures and SLAs
- Budgeting and accounting for IT servicesNo items in this sectionDay 3 Conducting an ISO 20000 audit
- Change, configuration, release, capacity and availability management
- Service continuity and security management
- Incident and problem management
- Operations management of an SMSNo items in this sectionDay 4 Concluding and ensuring the follow-up of an ISO 20000 audit
- 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 auditNo items in this section
