INDIA
Certified ISO 20000 Lead Implementer
- Accredited ISO 20000 Training
- ISO 20000 Exam & Certification Fees is inclusive of Training Fees
- Internationally Recognized Trainers
- Learn to implement IT Service Management System
- Gain thorough understanding of 15 Service Management Processes
- Ensure organization readiness & compliance to ISO 20000 Standard
- A participation certificate of 31 CPD
UPCOMING BATCHE(S) IN "PUNE" (change city)
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MASTERING THE IMPLEMENTATION AND MANAGEMENT OF A SERVICE MANAGEMENT SYSTEM (SMS) BASED ON ISO 20000
This five-day intensive course enables the participants to develop the necessary expertise to support an organization in implementing and managing a Service Management System as specified in ISO/IEC 20000-1. Also, the participants will gain a thorough understanding of in best practices for planning and implementing the Service Management processes starting from the fields of ISO 20000 planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes. This training is consistent with the project management practices established in ISO 10006 (Quality Management Systems - Guidelines for Quality Management in Projects). This training is fully compatible with ISO 20000-2 (Guidelines for the Implementation of an SMS) and ITIL.
Day 1
- Introduction to Service Management System (SMS) concepts as required by ISO 20000; initiating an SMS
- Presentation of the ISO 20000 family of standards and comparison with ITIL V2 and V3
- Fundamental principles of Service Management System
- Preliminary analysis and establishment of the maturity level of an existing SMS
- Writing a business case and a project plan for the implementation of an SMS
DAY 2
- Planning an SMS based on ISO 20000
- Definition of the scope of an SMS
- Definition of an SMS policy and objectives
- Documentation of the processes and procedures and SLAs
- Budgeting and accounting for IT services
DAY 3
- Implementing an SMS based on ISO 20000
- Change, configuration, release, capacity and availability management
- Service continuity and security management
- Incident and problem management
- Operations management of an SMS
DAY 4
- Controlling, monitoring, measuring and improving an SMS certification audit of an SMS in accordance with ISO 20000
- Controlling and monitoring an SMS
- Development of metrics, performance indicators and dashboards
- ISO 20000 internal audit and management review
- Implementation of a continual improvement program
- Preparing for an ISO 20000 certification audit
- Certification Exam Preperation
- ISO 20000 Lead Implementer EXAM
- To understand the implementation of a Service Management System in accordance with ISO 20000
- To gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques allowing an effective management of a Service Management System
- To know the interrelationships between ISO/IEC 20000-1, ISO/IEC 20000-2 and ITIL
- To acquire expertise to support an organization in implementing, managing and maintaining a Service Management System (SMS) as specified in ISO/IEC 20000
- To acquire the necessary expertise to manage a team in implementing the ISO 20000 standard
- Globally recognized Certification (ISO/IEC 20000)
- Decrease in number of incidents and enhancement of incident management
- Better-quality, increased customer satisfaction (more professional service delivery)
- Better comprehension of responsibilities and business targets
- Ability to manage and protect the organization, assets, stakeholders and management
- Improving organization reliability
- Improvement of response times with minimal disruptions to IT service
- Attaining financial savings by efficiently managing costs
- Continual improvement ensured
- Boosting awareness towards legislative and regulatory acquiescence
- Improved quality and service
- IT service delivery on time
- Less IT related incidents and vulnerabilities
- Increased credibility and trust
- Independent audit demonstrates commitment to IT compliance
- To understand the implementation of a Service Management System in accordance with ISO 20000
- To gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques allowing an effective management of a Service Management System
- To know the interrelationships between ISO/IEC 20000-1, ISO/IEC 20000-2 and ITIL
- To acquire expertise to support an organization in implementing, managing and maintaining a Service Management System (SMS) as specified in ISO/IEC 20000
- To acquire the necessary expertise to manage a team in implementing the ISO 20000 standard
Key Take Aways:
- Audit planning
- Audit interview
- Managing an audit program
- Drafting audit reports
- Drafting non-conformity reports
- Drafting audit working documents
- Documentation review
- On-Site Audit
- Non-conformity follow-up actions
- Leading a team of auditors
The “PECB Certified ISO/IEC 20000 Lead Implementer” exam fully meets the requirements of the IGC/PECB Examination and Certification Program (ECP). The exam covers the following competence domains:
- Domain 1: Fundamental principles and concepts in Service Management
- Domain 2: Service Management Control Best Practice based on ISO 20000
- Domain 3: Planning an SMS based on ISO 20000
- Domain 4: Implementing an SMS based on ISO 20000
- Domain 5: Performance evaluation, monitoring and measurement of an SMS based on ISO 20000
- Domain 6: Continual improvement of an SMS based on ISO 20000
- Domain 7: Preparation for an SMS certification audit
Main Objective: To ensure that the ISO 20000 Lead Implementer candidate can prepare and assist an organization for the certification of an SMS against the ISO 20000 standard
The “PECB Certified ISO/IEC 20000 Lead Implementer” exam is available in different languages, such as English, French, Spanish and Portuguese
Duration: 3 hours
Exam Language
- English
- French
- Spanish
- Portuguese
- Project managers or consultants willing to implement of a Service Management System (SMS)
- ISO 20000 auditors who wish to fully understand the SMS implementation process
- Individuals responsible for the SMS conformity in an organization
- Technical experts wanting to prepare for an SMS function
- Professionals working in IT Service Management
- IT Service Management Process Architects
- ITIL Foundation, Intermediate & Expert Certified
FREQUENTLY ASKED QUESTIONS
- 3 Years.
- 31 Certification needs to be maintained by acquiring CPD (Continuing Professional Development)
- 2 + Years of professional experience is expected.
- There is no eligibility criteria for ISO 20000 Lead Implementer Training and Certification. Professionals from IT, Telecom, Business Development generally apply for this course.
Yes. This is a PECB Accredited Training and Certification Program.
Yes, Exam fees are included in the exam price. If failed second round of examination will be sponsored by IEVISION. Kindly connect with IEVISION representative for more information.
- Trainers are 15 + year experienced professionals with significant exposure on ITSMS implementation and auditing .
- Trainers possess various Information Security certifications like CISA, CISSP, CISM, CGEIT, COBIT, ISO 27001 LA, ISO 27001 LI.
- Training is based on consulting practices, real world exams on IT Service Management implementation, challenges and resolutions.
- Training focus more on participants understanding on all processes by relating to industry specific examples.
99% passing rate. Highest in industry, based on meticulous planning and professional training delivery.
Yes, IEVISION offers discount for a group of 4+ Professionals
- Classroom
- Virtual Classroom
Yes, 45 PDU’s certificate will be provided to PMP Certified Professionals
Examination will be conducted on 5th day with thorough preparation like mock question sets and exam readiness methodology of IEVISION
You need Computer with good Internet connection to attend the virtual classroom program.
Yes. You can 100% Cancel the booking. Please follow the cancellation policy
- 3-5 Member 5%
- 6-8 Member 10%
- 9+ Member 15%
11000 +
john smith at
Abhishek Bhosle at
Gaurav Dubey at
Kedar Dixit at