PECB Certified ISO/IEC 20000 Lead Implementer - Based on international standards

Kesto: 5 pv , Opetuskieli: englanti, Materiaalikieli: englanti, Materiaali: online
Sertifiointitentti: Kyllä, Tenttikieli: englanti, Tenttityyppi: online
PECB Certified ISO/IEC 20000 Lead Implementer (participation, exam, certification)
1.00 Kpl
PECB Certified ISO/IEC 20000 Lead Implementer (5 pv), 19.04.2021
2100 €
+ alv.. 24%.
Oppiasopimushinta: 1 680,00€


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
ITSMS team members


Päivämäärä Aloitusaika Lopetusaika Huom!

Course agenda

Day 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 existing management system
Formalization and approval of the SMS project
Day 2
Plan the implementation of an ITSMS
Service Management System
SMS scope
Policies for SMS
Management responsibility
Documentation requirements
Process design
Training, awareness and communication
Day 3
Implementation of an ITSMS
Implementation of new or changed services
Service delivery processes
Relationship Management
Resolution Process
Control Processes
Day 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
Day 5
Certification Exam

Exam online - the date and the place are chosen by candidate, 1 retake included, PECB certification included
Tentin järjestää: PECB

If you can not participate this course, you can send someone else instead of you. If cancellation is done less than 14 days before the course start, we will charge 50% of the price. In case of no show without any cancellation, we will charge the whole price. Cancellation fee will also be charged in case of illness.

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