ISO/IEC 20000 Lead Implementer

• Basic knowledge of ISO/IEC 20000 or other IT Service Management standards

Audience

• IT service managers
• IT consultants
• Project managers
• Compliance officers

The ISO/IEC 20000 Lead Implementer certification is a professional credential that signifies expertise in leading the implementation and management of an IT Service Management System (SMS) based on the ISO/IEC 20000 standard. ISO/IEC 20000 is an international standard for IT service management (ITSM), which outlines the best practices and requirements for establishing, implementing, maintaining, and continually improving an SMS to ensure effective delivery of IT services.

This instructor-led, live training (online or onsite) is aimed at advanced-level IT professionals and service managers who wish to gain the expertise needed to lead the implementation and management of an IT Service Management System (SMS) in compliance with the ISO/IEC 20000 standard.

By the end of this training, participants will be able to:

• Understand the principles of IT Service Management (ITSM) based on ISO/IEC 20000.
• Learn how to implement an IT Service Management System (SMS) in compliance with ISO/IEC 20000.
• Acquire knowledge on the best practices for the implementation and management of ITSM processes.
• Prepare for and conduct ISO/IEC 20000 certification audits.
• Gain skills to lead an implementation project for ITSM within an organization.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

Introduction to ISO/IEC 20000 and ITSM

• Overview of ISO/IEC 20000 structure and requirements
• Introduction to the concepts of IT Service Management
• Benefits of implementing ISO/IEC 20000
• Key terminology and principles of ITSM
• Case studies of ISO/IEC 20000 implementation

Planning for ISO/IEC 20000 Implementation

• Initiating an ITSM project: Scope and objectives
• Leadership and commitment from top management
• Planning and managing an ISO/IEC 20000 project
• Risk management for ITSM projects
• Creating an implementation roadmap

Implementing ISO/IEC 20000 Requirements

• Detailed analysis of ISO/IEC 20000 clauses
• Implementing the ITSM processes:
  • Service delivery processes
  • Control processes
  • Resolution processes
  • Relationship processes
• Documenting and managing ITSM policies and procedures
• Creating a Service Management System (SMS) manual

Measuring, Monitoring, and Continuous Improvement

• Key performance indicators (KPIs) for ITSM processes
• Monitoring and measuring ITSM performance
• Internal audit of ITSM practices
• Management reviews and continual improvement process
• Corrective and preventive actions

Preparing for Certification and Lead Implementer Role

• Preparing for ISO/IEC 20000 certification audit
• Selecting and interacting with certification bodies
• Lead Implementer's responsibilities and challenges
• Ensuring continual improvement post-certification
• Review and mock exam preparation for the ISO/IEC 20000 Lead Implementer exam

Summary and Next Steps