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ISO/IEC 20000 Lead Implementer



In today's fast-paced and technology-driven business environment, the effective management of IT services is crucial for the success of any organization. ISO/IEC 20000 is the international standard that sets out the requirements for a service management system, helping organizations deliver high-quality IT services while maintaining cost-efficiency. The ISO/IEC 20000 Lead Implementer Training is a comprehensive 5-day program designed to equip participants with the knowledge and skills needed to implement and manage an ISO/IEC 20000-compliant service management system effectively.

Course Objectives:

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

  • Understand the principles and key concepts of ISO/IEC 20000.
  • Implement a service management system aligned with ISO/IEC 20000 requirements.
  • Lead the planning and execution of ISO/IEC 20000 certification initiatives.
  • Establish and maintain effective service management processes.
  • Ensure continual improvement of IT service delivery.
  • Develop the necessary skills to successfully manage service providers and customer relationships.
  • Prepare for ISO/IEC 20000 Lead Implementer certification.

Targeted Audience:

  • IT Managers and Directors
  • Service Managers
  • IT Governance Professionals
  • Process Owners
  • Quality Managers
  • Consultants and Auditors
  • Anyone involved in the planning and implementation of IT service management systems

Course Outlines:

Unit 1: Introduction to ISO/IEC 20000

  • Overview of ISO/IEC 20000 and its significance
  • Key principles and concepts of service management
  • Understanding the PDCA (Plan-Do-Check-Act) cycle in ISO/IEC 20000

Unit 2: Planning and Implementation

  • Requirements for planning the implementation of an ISO/IEC 20000-compliant service management system
  • Defining roles, responsibilities, and scope
  • Risk assessment and management

Unit 3: Service Management Processes

  • Developing and implementing service management processes
  • Incident, problem, and change management
  • Service level management and continual service improvement

Unit 4: Service Provider Relationships

  • Managing service providers and supplier relationships
  • Service agreements, contracts, and SLAs
  • Performance measurement and monitoring

Unit 5: Certification and Continual Improvement

  • Preparing for ISO/IEC 20000 certification
  • Internal and external audits
  • Continual improvement and maintaining compliance

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