ISO/IEC 20000 Lead Implementer:

This five-day intensive course enables participants to develop the necessary expertise to support an organization in implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005. Also, the participant will gain a thorough understanding of best practices for planning and implementing IT Service Management processes starting from the six 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.

Course Objectives

• Introduction to management systems and the process approach
• Presentation of the ISO 20000 family of standards and comparison with ITIL V2 and V3
• Fundamental principles of IT Service
• Preliminary analysis and establishment of the maturity level of an existing IT Service Management System based upon ISO 21827
• Writing a business case and a project plan for the implementation of an SMS
• Definition of the scope of an SMS
• Definition of an SMS policy and objectives
• Documentation of the processes and procedures
• Service level management
• Budgeting and accounting for IT services
• Competence management
• Change management
• Configuration and release management
• Capacity and availability management
• Service continuity and security management
• Incident and problem management
• Operations management of an SMS
• Controlling and Monitoring an SMS
• Development of metrics, performance indicators and dashboards
• ISO 20000 internal Audit
• Management review of an SMS
• Implementation of a continual improvement program
• Preparing for an ISO 20000 certification audit

Exam Information:

• Duration : 3 Hours
• Question format : Essay-type questions
• Exam language : English