ISO 20000 Lead Implementer - IT Service Management Certification

Overview

Get the skills needed to support your organisation in implementing and managing an IT Service Management System (ITSMS), based on ISO/IEC 20000-1:2005.

In three days, you'll learn the fundamental Information Technology Service principles, concepts and best practices. You'll also learn how to plan, implement and evaluate an ITSMS, based on ISO 20000

Maybe you're preparing for an ISO 20000-1 certification audit? If so, this course will teach you how to achieve that accreditation.

How to become a Lead Implementer faster than anywhere else

The ISO 20000 Lead Implementer is a PECB (Professional Evaluation and Certification Board) official course. It's 40% faster than traditional training, and has been developed in-line with:

ISO 10006: Quality management systems - Guidelines for quality management in projects
ISO 20000-2: Guidelines for the implementation of an ITSMS
ITIL

As of March 2023, PECB have partnered with Credly to offer you the chance of earning a digital badge upon completing your certification.

You'll get one year’s free membership of PECB (Professional Evaluation and Certification Board) - which usually costs around £250. You can also apply for the following certifications, depending on your level of experience:

Certified ISO/IEC 20000 Provisional Implementer
Certified ISO/IEC 20000 Implementer
Certified ISO/IEC 20000 Lead Implementer

See prices now to find out how much you could save when you train at twice the speed.

See prices

Four reasons why you should sit your ISO 20000 course with Firebrand Training

You'll be ISO 20000 trained and certified faster. Learn more on this 3-day accelerated course. You'll get at least 12 hours a day of quality learning time in a distraction-free environment
Your ISO 20000 course is all-inclusive. One simple price covers all course materials, exams, accommodation and meals – so you can focus on learning
Pass ISO 20000 first time or train again for free. Your expert instructor will deliver our unique accelerated learning methods, allowing you to learn faster and be in the best possible position to pass first time. In the unlikely event that you don't, it's covered by your Certification Guarantee
Study ISO 20000 with an award-winning training provider. We've won the Learning and Performance Institute's "Training Company of the Year" three times. Firebrand is your fastest way to learn, with 134561 students saving more than one million hours since 2001

Benefits

Seven reasons why you should sit your course with Firebrand Training

Two options of training. Choose between residential classroom-based, or online courses
You'll be certified fast. With us, you’ll be trained in record time
Our course is all-inclusive. A one-off fee covers all course materials, exams**, accommodation* and meals*. No hidden extras.
Pass the first time or train again for free. This is our guarantee. We’re confident you’ll pass your course the first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
You’ll learn more. A day with a traditional training provider generally runs from 9 am – 5 pm, with a nice long break for lunch. With Firebrand Training you’ll get at least 12 hours/day of quality learning time, with your instructor
You’ll learn faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
You’ll be studying with the best. We’ve been named in the Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified over 135,000 professionals

* For residential training only. Doesn't apply for online courses
** Some exceptions apply. Please refer to the Exam Track or speak with our experts

Think you are ready for the course? Take a FREE practice test to assess your knowledge!

Free Practice Test

Curriculum

At the end of the course, you'll be tested on the following modules. After three days, you'll have all the knowledge needed to pass the exam:

Introduction to Information Technology Service Management System (ITSMS) concepts as required by ISO 20000; Initiating an ITSMS

Introduction to management systems and the process approach
Presentation of the standards ISO 20000 family of standards and comparison with ITIL V2 and V3
Fundamental principles of Information Technology Service
Preliminary analysis and establishmentof the maturity level of an existing Information Technology Service management system based upon ISO 21827
Writing a business case and a project plan for the implementation of an ITSMS

Planning an ITSMS based on ISO 20000

Definition of the scope of an ITSMS
Definition of an ITSMS policy and objectives
Documentation of the processes and procedures
Service level management
Budgeting and accounting for IT services
Competence management

Implementing an ITSMS based on ISO 20000

Change management
Configuration and release management
Capacity and availability management
Service continuity and security management
Incident and problem management
Operations management of an ITSMS

Controlling, monitoring and measuring and improving an ITSMS; certification audit of an ITSMS

Controlling and Monitoring an ITSMS
Development of metrics, performance indicators and dashboards
ISO 20000 internal Audit
Management review of an ITSMS
Implementation of a continual improvement program
Preparing for an ISO 20000 certification audit

Exam Track

You'll sit the following exam during the course:

Certified ISO/IEC 20000 Lead Implementer

The exam covers the following topics. Don't be overwhelmed - you'll get all the knowledge you need to pass your exam, during this three-day course:

Fundamental principles and concepts of Information Technology Service
Information Technology Service Best Practice based on ISO 20000-2
Planning an ITSMS based on ISO 20000
Implementing an ITSMS based on ISO 20000
Performance evaluation, monitoring and measurement of an ITSMS based on ISO 20000
Continual improvement of an ITSMS based on ISO 20000
Preparing for an ISO 20000-1 certification audit

What's included

As well as gaining your ISO 20000 certification, you'll also be provided with a free student manual which you can take home with you. It contains over 450 pages of information and practical examples.

Your accelerated course includes:

Accommodation *
Meals, unlimited snacks, beverages, tea and coffee *
On-site exams **
Exam vouchers **
Practice tests **
Certification Guarantee ***
Courseware
Up-to 12 hours of instructor-led training each day
24-hour lab access
Digital courseware **

* For residential training only. Accommodation is included from the night before the course starts. This doesn't apply for online courses.
** Some exceptions apply. Please refer to the Exam Track or speak with our experts
*** Pass first time or train again free as many times as it takes, unlimited for 1 year. Just pay for accommodation, exams, and incidental costs.

Prerequisites

We recommend that you have basic knowledge of ISO 20000, or some knowledge of IT Service Management concepts.

Unsure whether you meet the prerequisites? Don’t worry. Your training consultant will discuss your background with you to understand if this course is right for you.

Reviews

Here's the Firebrand Training review section. Since 2001 we've trained exactly 134561 students and asked them all to review our Accelerated Learning. Currently, 94.69% have said Firebrand exceeded their expectations.

Read reviews from recent accelerated courses below or visit Firebrand Stories for written and video interviews from our alumni.

"Course material is very comprehensive. Instructor was very friendly and gave multiple views on the topics being discussed and included a good amount of examples."
D. E. . (30.10.2023 (Monday) to 1.11.2023 (Wednesday))

"Great trainer who has plenty of experience that he shared with us! Valuable insights and practical examples were provided that will help me with my daily tasks! Thank you!"
K. S. . (30.10.2023 (Monday) to 1.11.2023 (Wednesday))

"I was worried about doing an OIL course but i was pleasantly surprised at how easy and effective it was. I normally struggle with concentration but the instructor was engaging the whole way through and made learning very easy."
Rachel Honnor. (30.10.2023 (Monday) to 1.11.2023 (Wednesday))

Course Dates

Start	Finish	Status	Location
26.8.2024 (Monday)	28.8.2024 (Wednesday)	Finished - Leave feedback	-

10.2.2025 (Monday)	12.2.2025 (Wednesday)	Limited availability	Nationwide
24.3.2025 (Monday)	26.3.2025 (Wednesday)	Open	Nationwide
5.5.2025 (Monday)	7.5.2025 (Wednesday)	Open	Nationwide
16.6.2025 (Monday)	18.6.2025 (Wednesday)	Open	Nationwide

ISO - 20000 Lead Implementer - IT Service Management