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.
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
Plan the implementation of an ITSM
Service Management System
Policies for SMS
Training, awareness and communication
Implementation of an ITSMS
Implementation of new or changed services
Service delivery processes
ITSMS monitoring, measurement, continuous improvement and preparation for a certification audit
Measurement of the SMS
Continual improvement management
Preparing for the certification audit
Competence and evaluation of implementers
Closing the training
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
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
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
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.
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