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ISO/IEC 20000 Lead Implementer Training


Gain the skills required to create, implement, run, maintain, and enhance a service management system based on ISO/IEC 20000-1.

  • Category : PECB

Course Price : $2199 Per Participant

Course Description

There are many advantages of putting into practice a service management system (SMS) in accordance with ISO/IEC 20000-1 requirements: The management system's foundation is the ISO high-level structure (HLS), which facilitates easier integration with already-existing management systems. The standard includes practices that are beneficial in the service management sector. The requirements outlined in clauses 4–10 enable the organization to create a structured approach to managing service provision activities and providing value to its clients. Finally, the standard enables the organization to create a baseline from which it can grow.

The training program aims to give participants a thorough understanding of ISO/IEC 20000-1 requirements as well as best practices and techniques for putting the service management system into place and maintaining it after that.

You can sit for the exam after attending the training session. The "PECB Certified ISO/IEC 20000 Lead Implementer" accreditation can be applied for if you pass. The globally acknowledged “PECB Certified ISO/IEC 20000 Lead Implementer” certificate attests to your professional expertise and ability to deploy an SMS in accordance with ISO/IEC 20000-1 specifications.


Additional Information

Training Days: 5
CPD Certification (Credits): 31
Exam Duration: 3 hours
Retake Exam: Yes
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experience experience

Years of Experience

learners learners

Global Learners

What you will learn

  • green-tick Gain a thorough grasp of the ideas, strategies, tactics, and procedures involved in the deployment and efficient administration of an SMS.
  • green-tick Recognize the relationship between ISO/IEC 20000-1, other ISO standards, and standards in the ISO/IEC 20000 family.
  • green-tick Gain expertise to understand ISO/IEC 20000-1 requirements within the unique context of an organization.
  • green-tick Gain the skills and information required to assist a business in managing, planning, executing, overseeing, and preserving an SMS.
  • green-tick Gain the knowledge necessary to counsel a company on how to apply SMS best practices.


This training course requires the following prerequisites in order to participate: a basic understanding of ISO/IEC 20000-1, an awareness of the management system implementation principles, and a basic comprehension of ISO management system standards.

Who should attend this course?

  • Managers or consultants who work on and are interested in helping a business build a service management system.
  • Supervisors and staff members aim to assist their company in fulfilling service standards and providing value.
  • Project managers, consultants, or expert advisors who want to become proficient in putting an ISO/IEC 20000-1-compliant service management system into place.
  • People in charge of keeping an organization in compliance with ISO/IEC 20000-1 requirements.
  • Individuals on a team implementing SMS.


Educational Approach

The following is covered in this participant-centered training course:

  • Service management theories, methodologies, and best practices
  • Lectures that involve discussions and practical exercises based on a case study that are demonstrated with examples
  • Participants interact with one another through queries and recommendations


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  • Training course objectives and structure
  • ISO standards and ISO/IEC 20000 series
  • Fundamental concepts of service management and the SMS
  • Initiation of the SMS implementation
  • The organization and its context
  • Analysis of the existing system
  • SMS scope
  • Leadership and commitment
  • Service management policies and objectives
  • Risk assessment
  • Resources and competence
  • Awareness and communication
  • Documented information
  • Service portfolio
  • Relationship and agreement
  • Supply and demand
  • Service design, build, and transition
  • Resolution and fulfillment
  • Service assurance
  • Monitoring, measurement, analysis, and evaluation
  • Internal audit
  • Management review
  • Treatment of nonconformities
  • Continual improvement
  • Preparation for the certification audit
  • Closing of the training course
  • Course Details

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