Course Information

Course overview

ISO/IEC 20000 Lead Implementer

The ISO/IEC 20000 Lead Implementer training course enables you to develop the necessary expertise to support an organization in establishing, implementing, managing and maintaining a Service Management System (SMS) based on the requirements of the ISO/IEC 20000-1 standard.

During this training course, you will also explore the different components of an SMS, which help in improving the quality of the services provided and delivered by an organization, and thus increase its customer satisfaction and overall performance.

Who Should Attend

  • Managers or consultants involved in the implementation of a Service Management System (SMS) in an organization
  • Project managers or consultants wishing to master the Service Management System implementation process
  • Individuals responsible for maintaining conformity to the requirements of the ISO/IEC 20000-1 standard
  • Expert advisors seeking to master the implementation of a Service Management System
  • Members of the SMS implementation team

Course Outline

Day 1 Introduction to ISO/IEC 20000 series and initiation of the SMS implementation

  • Course objectives and structure
  • Standards and regulatory frameworks
  • Fundamental concepts and principles of service management
  • Initiate the SMS implementation
  • Understand the organization and its context
  • Gap analysis
  • SMS scope

Day 2 Planning the implementation of an SMS

  • Leadership
  • Policies and objectives
  • Risks and opportunities
  • Resources and competence
  • Awareness and communication
  • Documented information

Day 3 Implementation of an SMS

  • Service portfolio
  • Relationship and agreement
  • Supply and demand
  • Service design, build and transition
  • Resolution and fulfillment
  • Service assurance

Day 4 SMS monitoring, continual improvement and preparation for the certification audit

  • Monitoring, measurement, analysis and evaluation
  • Internal audit
  • Management review
  • Treatment of nonconformities
  • Continual improvement
  • Preparing for the certification audit
  • Certification process and closing the training

Day 5 Certification Exam

Available delivery methods for this course