Introduction:

This program is designed to prepare participants for the certification exam only.

ISO/IEC 20000-1:2018 is the international standard for IT service management systems (SMS), setting requirements for efficient, reliable, and consistent service delivery. It establishes frameworks for planning, implementing, monitoring, and improving IT service management processes. The lead implementer plays an institutional role in aligning service structures with ISO/IEC 20000-1:2018 to ensure compliance, governance, and continuous improvement. This training program provides structured knowledge on the standard’s requirements, planning methods, implementation models, and evaluation systems.

Program Objectives:

At the end of this program, participants will be able to:

Analyze the institutional structure and requirements of ISO/IEC 20000-1:2018.
Classify methods for scope definition, stakeholder engagement, and planning.
Evaluate implementation frameworks and IT service management processes.
Assess governance structures for performance monitoring and continual improvement.
Prepare for ISO/IEC 20000-1:2018 certification exam.

Targeted Audience:

IT Service Managers.
Quality and Compliance Professionals.
IT Governance Specialists.
Internal Auditors and Risk Officers.
Project Managers in IT Service Delivery.

Program Outline:

Unit 1:

Introduction to ISO/IEC 20000-1:2018 Standard:

Institutional significance of ISO/IEC 20000-1:2018 in IT service management.
Structure, principles, and key requirements of the standard.
Defined role of a lead implementer in SMS governance.
Relationship between ISO/IEC 20000-1:2018 and other management system standards.
Organizational benefits of adopting effective IT service management systems.

Unit 2:

Scope Definition and Planning:

Frameworks for defining the scope of IT service management systems.
Classification of stakeholders and their institutional requirements.
Structures for project planning and resource allocation.
Institutional communication channels for SMS implementation.
Gap analysis as a method for aligning current processes with ISO/IEC 20000-1:2018.

Unit 3:

Implementation of ISO/IEC 20000-1:2018 Requirements:

Policies and objectives for service management system structures.
Documentation and procedures aligned with standard requirements.
Institutional processes for incident, problem, and change management.
Service level agreements (SLAs) and operational level agreements (OLAs).
Monitoring and measurement frameworks for SMS performance.

Unit 4:

Performance Evaluation and Improvement:

Internal audit structures for evaluating SMS effectiveness.
Institutional processes for management review and oversight.
Methods for identifying non-conformities and opportunities for improvement.
Governance of corrective actions and continual improvement models.
Strategic benefits of embedding evaluation and improvement frameworks.

Unit 5:

Certification Exam Preparation:

Overview of the exam structure and content domains.
Reviewing key topics and concepts covered in the exam.
Sample exam questions and their potential answers.
Resources and materials for further study.

Note: This program is designed to prepare participants for the certification exam only.

PECB ISO IEC 20000 1 2018 Lead Implementer