This program is designed to prepare participants for the certification exam only.
The PECB ISO/IEC 20000 Lead Implementer certification represents an internationally recognized benchmark for professionals responsible for establishing, implementing, and maintaining an IT Service Management System in accordance with ISO/IEC 20000 standards. ISO/IEC 20000 represents an internationally recognized framework that defines how service management systems are structured, governed, and sustained within organizational environments. This training program presents an advanced analytical perspective on the principles and structural logic of ISO/IEC 20000 within organizational contexts. It shows how service management systems are evaluated, governed, and maintained through defined control structures, performance oversight expectations, and improvement oriented governance models.
Analyze governance principles shaping ISO IEC 20000 based service management.
Evaluate the structural framework of ISO IEC 20000 within organizations.
Assess alignment between service management and governance expectations.
Examine the embedded logic of continual improvement in ISO IEC 20000.
Prepare for the certification exam.
IT Service Management Managers and Leaders.
Service Governance and Quality Professionals.
IT Governance and Compliance Specialists.
Senior IT and Operations Managers.
Professionals involved in service management system oversight.
The role of service management systems within modern organizational structures.
The evolution and purpose of ISO/IEC 20000 as an international standard.
Core principles shaping service management governance.
The relationship between service management and organizational accountability.
The positioning of ISO/IEC 20000 within the broader ISO management system landscape.
The architecture of ISO/IEC 20000 requirements.
The logic of clause organization and systemic coherence.
Interdependencies between service management processes.
Documentation, policy, and structural expectations within the standard.
The role of defined responsibilities and authorities in system integrity.
Service lifecycle perspectives within ISO/IEC 20000.
Process consistency and organizational integration.
Interfaces between service management and supporting organizational functions.
Alignment between service objectives and institutional priorities.
The role of coordination and control in maintaining service stability.
Measurement and monitoring principles within ISO/IEC 20000.
The role of performance indicators in service management oversight
Evaluation mechanisms supporting informed decision making.
Treatment of deviations, corrective alignment, and continuous learning within the management system.
Continual improvement as a governance driven organizational expectation.
Leadership responsibilities within ISO/IEC 20000 based systems.
Accountability structures and decision-making authority
Oversight roles in maintaining standard conformity.
Integration of service management governance with risk and compliance frameworks.
Strategic value of ISO/IEC 20000 leadership within organizational maturity models.
Overview of the certification requirements and objectives.
Reviewing key topics and concepts covered in the exam.
Sample exam questions and their potential answers.
Resources and materials for further study.
