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
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
Plan the implementation of an ITSMS
Service Management System
Policies for SMS
Training, awareness and communication
Implementation of an ITSMS
Implementation of new or changed services
Service delivery processes
ITSMS monitoring, measurement, continuous improvement and preparation for a certification audit
Measurement of the SMS
Continual improvement management
Preparing for the certification audit
Competence and evaluation of implementers
Closing the training
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.