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.

Select the training mode

Online training

Self-study with the support of a trainer

Self-study

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:

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

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