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 ISOIEC 20000 12018 Lead Implementer A1622 QR Code
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ISO/IEC 20000-1:2018 Lead Implementer



This training combines our ISO 20000-1 requirements and implementation courses, with an additional 2 days of content with examination. This will provide you with: An in-depth understanding of the Standard; the best practice methods to implement the Standard within your organization; and ensure its effectiveness by teaching you management skills such as; leadership, effective delegation, problem solving and motivation.

Course Objective

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

  • Gain an in-depth knowledge of the requirements of ISO 20000-1
  • Develop the confidence to apply this knowledge within your organization
  • Be able to perform a detailed gap analysis and project plan
  • Know what each clause requires for effective implementation
  • Develop the management skills to be able to effectively lead the implementation of an effective ISO 20000-1 management system within your organization
  • Be able to prove your knowledge via completion of the course exam

Targeted Audience

Those who are responsible for the management and implementation of an ISO 20000-1:2018 management system.

Course Outlines

Unit 1:

  • Describe an SMS
  • Explain why an SMS is important and its benefits
  • Explain the background of ISO/IEC 20000-1 and its intended outcome

Unit 2:

  • Recall the terms and definitions used
  • Define the key concepts and structure of ISO/IEC 20000-1
  • Identify the main requirements of ISO/IEC 20000-1

Unit 3:

  • Recognize the route to certification
  • Recognize a typical framework for implementing ISO/IEC 20000-1
  • Interpret key concepts and requirements of ISO/IEC 20000-1 from an implementation perspective

Unit 4:

  • Identify the benefits specific to your organization in relation to implementing an effective SMS
  • Prepare for third party certification
  • Conduct a baseline review of an organization’s current position with regard to ISO/IEC 20000-1

Unit 5:

  • Create and support the implementation of an action plan
  • Implement key requirements of ISO/IEC 20000-1

Unit 6:

  • Identify the leadership skills, based on best practice, to lead the implementation of a management system, including:
  • Leading the implementation project
  • Support and planning tools
  • Facilitating organizational change
  • Effective delegation
  • Motivation

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