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Certified PECB training
IT services management

PECB Certified ISO 20000 Lead Implementer

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

ISO/IEC 20000 Lead Implementer training enables you 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.

After mastering all the necessary concepts of IT Service Management Systems, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Lead Implementer” credential. By holding a PECB Lead Implementer Certificate, you will be able to demonstrate that you have the practical knowledge and professional capabilities to implement ISO/IEC 20000 in an organization.

Download the leaflet
Visit the PECB website
Select the training mode

Training description

Training program
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 clarifyng the SMS objectives
  • Analysis of existing management system
  • Formalization and approval of the SMS project
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Day 2
Plan the implementation of an ITSM
  • Service Management System
  • SMS scope
  • Policies for SMS
  • Management responsibility
  • Documentation requirements
  • Process design
  • Training, awareness and communication
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Day 3
Implementation of an ITSMS
  • Implementation of new or changed services
  • Service delivery processes
  • Relationship Management
  • Resolution Process
  • Control Processes
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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
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Day 5
Certification Exam
Who should attend?
  • 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
Training objectives
  • 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 implemntation and effective management of an ITSMS
  • Learn how to interpret the ISO/IEC 20000-1 rewuirement 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
Exam
  • The "PECB" Certified ISO/IEC 20000 Lead Implementer" exam fully meets the reqirements of the PECB Examination and Certification Programme (ECP). the exam covers the following competency 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 improvment of an ITSMS based on ISO/IEC 20000-1
    • Domain 7: Preparing for an ITSMS certification audit
  • Duration: 3 hours
Certification
After successfully completing the exam, you can apply for the credentials shown on the table below. You will receive a certificate once you comply with all the requirements related to the selected credential.
Certificate name
PECB Certified ISO/IEC 20000 Provisional Implemente
Exam name
ISO/IEC 20000 Lead Implementer exam or equivalent
Experience
None
ITSMS project experience
None
Other requirements
Signing the PECB Code of Ethic
Certificate name
PECB Certified ISO/IEC 20000 Implementer
Exam name
ISO/IEC 20000 Lead Implementer exam or equivalent
Experience
Two years: One year of work experience in IT Service Management
ITSMS project experience
Project activities: a total of 200 hours
Other requirements
Signing the PECB Code of Ethic
Certificate name
PECB Certified ISO/IEC 20000 Lead Implementer
Exam name
ISO/IEC 20000Lead Implementer exam or equivalent
Experience
Five years: Two years of work experience in IT Service Management
ITSMS project experience
Project activities: a total of 300 hours
Other requirements
Signing the PECB Code of Ethics
Certificate name
PECB CertifiedISO/IEC 20000 Master
Exam name
ISO/IEC 20000Lead Implementer exam or equivalent and ISO/IEC 20000Lead Auditor exam or equivalent
Experience
Ten years: Six years of work experience in IT Service Management
ITSMS project experience
Audit and Project activities: a total of 500 hours each
Other requirements
Signing the PECB Code of Ethic

To be considered valid, the MS project experience activities should follow best implementation practices and include the following:

  1. Drafting an SMS implementation plan
  2. Initiating an SMS implementation
  3. Implementing the SMS
  4. Managing, monitoring, and maintaining an SMS
  5. Identifying and acting upon continual improvement opportunities
What do you get?
certificate of participation
meetings with experts
best practices / experiences
innovative forms of classes
competitive prices
General information
  • Certification fees are inducted 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
  • Minimum number of people: stationary training and online training with a trainer - 5
  • Check the date of training in the training catalogue
Net Price
  • Online training - 1 249,00 EUR
  • Self-study with the support of a trainer - 1 085,00 EUR
  • Self-study - 739,00 EUR

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