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ISO/IEC 20000 Lead Implementer Training & Certification Course


ISO/IEC 20000 Lead Implementer training enables you to develop the necessary expertise to support an organization in establishing, implementing, managing and maintaining an IT Service Management System (ITSMS) based on ISO/IEC 20000. During this training course, you will also gain a thorough understanding of the best practices of IT Service Management Systems and consequently improve an organization’s IT processes and/or services, effectiveness and overall performance.

After mastering all the necessary concepts of IT Service Management Systems, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Lead Implementer” credential. By holding a PECB Lead Implementer Certificate, you will be able to demonstrate that you have the practical knowledge and professional capabilities to implement ISO/IEC 20000 in an organization.

Who should attend?

  • Managers or consultants involved in IT Service Management
  • Expert advisors seeking to master the implementation of an IT Service Management System
  • Individuals responsible for maintaining conformance with ITSMS requirements
  • IT SMS team members



A fundamental understanding of ISO/IEC 20000 and a comprehensive knowledge of implementation principles.

Full Description

Module 1:Introduction to ISO/IEC 20000 and initiation of an ITSMS

  •  Course objectives and structure
  •  Normative and regulatory framework
  •  Fundamentals of service management
  •  Service Management System (SMS) based on ISO/IEC 20000
  •  Initiating the SMS implementation
  •  Understanding the organization and clarifying the SMS objectives
  •  Analysis of the existing management system
  •  Formalization and approval of the SMS project


Module 2:Plan the implementation of an ITSMS

  •  Service Management System
  •  SMS scope h Policies for SMS
  •  Management responsibility
  •  Documentation requirements
  •  Process design
  •  Training, awareness and communication


Module 3:Implementation of an ITSMS

  •  Implementation of new or changed services
  •  Service delivery processes
  •  Relationship Management
  •  Resolution Process
  •  Control Processes


Module 4:ITSMS monitoring, measurement, continuous improvement and preparation for a certification audit

  •  Measurement of the SMS
  •  Internal audit
  •  Management Review
  •  Continual improvement management
  •  Preparing for the certification audit
  •  Competence and evaluation of implementers
  •  Closing the training

Fees & Schedule

Delivery Mode Course Duration Fees
Live Virtual Training 5 Days Ask for Quote
Onsite Classroom Training 5 Days Ask for Quote
Customized Training 5 Days Ask for Quote


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