PECB Certified ISO/IEC 20000 Lead Implementer
Master the implementation and management of an ISO/IEC 20000-compliant IT Service Management System.
The target audience for training
- Managers or consultants involved in IT service management
- Specialist consultants wishing to master the implementation of an IT Service Management System
- Anyone responsible for maintaining compliance with ITSMS requirements
- SMSTI team members
What you will learn
The ISO/IEC 20000 Lead Implementer course will enable you to acquire the expertise needed to support an organization in establishing, implementing, managing and maintaining an IT Service Management System that complies with the ISO/IEC 20000 standard. This course is designed to equip you with a mastery of IT Service Management System best practices and to develop your skills in improving IT processes and/or services, efficiency and the overall performance of the organization.
Once you have mastered all the concepts relating to IT Service Management Systems, you can sit the exam and apply to become a PECB Certified ISO/IEC 20000 Lead Implementer. With PECB certification, you will demonstrate that you have the practical knowledge and professional skills to implement ISO/IEC 20000 in an organization.
Training programme
- Duration: 5 days
Day 1: Introduction to the ISO/IEC 20000 standard and setting up an ITSMS
- Objectives and structure of the course
- Standards and regulations
- IT Service Management System fundamentals
- IT Service Management System (ITSMS)
- Initiating the implementation of an SMSTI
- Understanding the organisation and clarifying IT service management objectives
- Analysis of the existing management system
- Formulation and approval of the SMSTI project
Day 2: Planning the implementation of an ITSMS
Service management system
- SMSTI perimeter
- SMSTI policies
- Management's responsibility
- Documentation requirements
- Process design
- Training, awareness-raising and communication
Day 3: Implementation of an ITSMS
- Setting up new or modified services
- Service delivery process
- Relationship management
- Resolution process
- Control process
Day 4: Monitoring, measurement, continuous improvement and preparation for the SMSTI certification audit
- Monitoring, measurement, analysis and assessment
- Internal audit
- Management review
- Dealing with non-conformities
- Continuous improvement
- Preparing for the certification audit
- Competence and assessment of implementers
- Closing the course
Day 5: Certification Exam
Examination "PECB Certified ISO/IEC 20000 Lead Implementer meets the requirements of the PECB examination and certification programme. The examination covers the following areas of competence: Duration: 3 hours
- Area 1: Fundamental principles and concepts of the IT Service Management System
- Area 2: IT Service Management System
- Area 3: Planning the implementation of an ITSMS in accordance with the ISO/IEC 20000 standard
- Area 4: Implementation of an ITSMS compliant with the ISO/CEI 20000 standard
- Area 5: Performance assessment, monitoring and measurement of an ITSMS in accordance with ISO/IEC 20000
- Area 6: Continuous improvement of an ITSMS in accordance with the ISO/IEC 20000 standard
- Area 7 : Preparing for the certification audit of an SMSTI
Training objectives
- Understanding the correlation between ISO/IEC 20000-1 and ISO/IEC 20000-2, as well as with other standards and regulatory frameworks
- Master the concepts, approaches, methods and techniques needed to implement and manage an ITSMS effectively
- Knowing how to interpret the requirements of ISO/IEC 20000-1 in the specific context of an organization
- Be able to support an organisation in planning, implementing, managing, monitoring and updating an ITSMS
- Acquire the expertise needed to advise an organisation on the implementation of IT Service Management System best practices.
Training prerequisites
- Participants should have a basic knowledge of IT service management and a general understanding of ISO/IEC 20000.
Examination guide
Download the exam guide
- Level : Fundamental
- Certification body : 0
- Certification: Yes
- Accessibility : Yes
- Duration: 5 days
Important information:
Our courses are not registered with the Répertoire National des Certifications Professionnelles (RNCP), but they do comply with the requirements of the Répertoire Spécifique (RS).