ISO 20000 Lead Implementer — IT Service Management

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

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

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

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.

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

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

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