ISO 20000 Lead Implementer — IT Service Management

During this intensive ISO 20000 Lead Implementer course, you’ll gain a comprehensive understanding of the principles, strategies, and best practices required to implement and manage an IT Service Management System (ITSMS) based on ISO/IEC 20000.

Led by expert instructors, this course provides a structured approach to designing, implementing, and maintaining an ITSMS, covering key ISO 20000 concepts, service management policies, risk management, performance measurement, and compliance requirements. Through interactive exercises and real-world case studies, you’ll develop the practical skills needed to drive IT service improvements and ensure alignment with international standards.

Earning the PECB ISO 20000 Lead Implementer certification validates your ability to establish, manage, and optimize an ITSMS, helping organizations enhance service quality, improve efficiency, and achieve ISO 20000 certification.

Throughout this course, you will: 

• Gain a comprehensive understanding of the concepts, approaches, methods, and techniques used for the implementation and effective management of an SMS
• Acknowledge the correlation between ISO/IEC 20000-1, standards in the ISO/IEC 20000 series, and other ISO standards
• Gain the ability to interpret the requirements of ISO/IEC 20000-1 in the specific context of an organization
• Develop the necessary knowledge and expertise to support an organization in effectively planning, implementing, managing, monitoring, and maintaining an SMS
• Acquire the expertise to advise an organization in implementing SMS best practices

With Firebrand’s Lecture | Lab | Review methodology, you’ll certify while gaining access to official courseware, expert instruction, and an immersive, distraction-free learning environment.

As part of the course, you’ll take the ISO 20000 Lead Implementer exam, backed by our Certification Guarantee for added confidence. Additionally, upon certification, you’ll earn a digital badge, enhancing your professional credibility in IT Service Management. 

Why choose Firebrand?

• Flexible Delivery Options: Choose between classroom-based training or virtual instructor-led sessions, with delivery options to suit your needs and schedule
• Comprehensive Certification Preparation: Covers the PECB exam topics with integrated study materials and practice exercises
• Interactive Learning: Includes workshops, case studies, and group discussions to apply concepts practically
• Experienced Instructors: Led by certified trainers with extensive industry experience

Audience

This training course is intended for:

• Managers or consultants involved in and concerned with the implementation of a service management system in an organization
• Managers and employees seeking to help their organization meet the service requirements and deliver value
• Project managers, consultants, or expert advisers seeking to master the implementation of a service management system based on the requirements of ISO/IEC 20000-1
• Individuals responsible for maintaining conformity with the ISO/IEC 20000-1 requirements in an organization
• Members of an SMS implementation team

• Introduction to ISO/IEC 20000 and service management fundamentals
• ISO standards and the ISO/IEC 20000 series
• Initiating and scoping an IT Service Management System (ITSMS)
• Organizational context, leadership, and commitment
• Service management policy, objectives, and risk assessment
• Resources, competence, awareness, and communication
• Documented information and service portfolio management
• Relationship, agreements, supply, and demand management
• Service design, build, transition, resolution, and fulfilment
• Service assurance, monitoring, measurement, and evaluation
• Internal audit, management review, and nonconformity treatment
• Continual improvement and preparation for certification audit

At the end of this course, you'll sit the PECB Certified ISO/IEC 20000 Lead Implementer examination, covered by our Certification Guarantee.

• Duration: 180 minutes (3 hours)
• Format: Essay Type, Open Book
• Number of Questions: 12
• Pass Score:70%
• CPD points available: 31 CPD points available upon completion
• Digital Badge: PECB have partnered with Credly to offer you the chance of earning a digital badge upon completing your certification.

Competency domains covered during the examination include:

• Domain 1: Fundamental principles and concepts of a service management system
• Domain 2: Service management system requirements
• Domain 3: Planning of an SMS implementation based on ISO/IEC 20000-1
• Domain 4: Implementation of an SMS based on ISO/IEC 20000-1
• Domain 5: Monitoring and measurement of an SMS based on ISO/IEC 20000-1
• Domain 6: Continual improvement of an SMS based on ISO/IEC 20000-1
• Domain 7: Preparation for an SMS certification audit

After successfully completing the exam, you can apply for your credential. You will receive a certificate once you meet the requirements related to the specified credential.

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.

In addition to gaining your ISO 20000 certification, you'll be provided with a free student manual that you can take home. It contains over 450 pages of information and practical examples.

The main requirements for participating in this training course are a basic knowledge of ISO management system standards, a general understanding of ISO/IEC 20000-1, and an awareness of the management system implementation principles.

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