Description

ISO/IEC 20000 Lead Implementer online

This five-day intensive course enables participants to develop the necessary expertise to support an organization in implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005. Also, the participant will gain a thorough understanding of best practices for planning and implementing IT Service Management processes starting from the six fields of ISO 20000, planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes. This training is consistent with the project management practices established in ISO 10006 (Quality Management Systems – Guidelines for Quality Management in Projects). This training is fully compatible with ISO 20000-2 (Guidelines for the Implementation of an SMS) and ITIL.

Who Should Attend?

Project managers or consultants wanting to prepare and to support an organization in the implementation of an IT Service Management System (SMS)
ISO 20000 auditors who wish to fully understand the IT Service Management System implementation process
Persons responsible for the IT Service or conformity in an organization
Members of an IT Service team
Expert advisors in IT
Technical experts wanting to prepare for an IT Service function or for an SMS project management function

Learning Objectives

To understand the implementation of an IT Service Management System in accordance with ISO 20000
To gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System
To know the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL
To understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
To acquire the necessary expertise to support an organization in implementing, managing and maintaining an Service Management System (SMS) as specified in ISO/IEC 20000:2005
To acquire the necessary expertise to manage a team in implementing the ISO 20000 standard
To acquire the personal skills and knowledge necessary to advise an organization on the management best practices of an IT Service Management System (SMS)
To improve the analysis and decision making capabilities in an IT management context
Prerequisites
ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended

Exam

The “PECB Certified ISO/IEC 20000 Lead Implementer” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains:
Domain 1: Fundamental principles and concepts of IT Service
Domain 2: IT Service Best Practice based on ISO 20000-2
Domain 3: Planning an SMS based on ISO 20000
Domain 4: Implementing an SMS based on ISO 20000
Domain 5: Performance evaluation, monitoring and measurement of an SMS based on ISO 20000
Domain 6: Continual improvement of an SMS based on ISO 20000
Domain 7: Preparing for an ISO 20000-1 certification audit
The “PECB Certified ISO/IEC 20000 Lead Implementer” exam is available in different languages (the complete list of languages can be found in the examination application form)
Duration: 3 hours
For more information about the exam, refer to PECB section on ISO 20000 Lead Implementer Exams
After successfully completing the exam, participants can apply for the credentials of PECB Certified ISO/IEC 20000 Provisional Implementer, PECB Certified ISO/IEC 20000 Implementer or PECB Certified ISO/IEC 20000 Lead Implementer, depending on their level of experience
A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential
For more information about ISO 20000 certifications and PECB certification process, refer to PECB section on ISO 20000 Lead Implementer

Certification

After successfully completing the exam, participants can apply for the credentials of Certified ISO/IEC 20000 Provisional Implementer, Certified ISO/IEC 20000 Implementer or Certified ISO/IEC 20000 Lead Implementer, depending on their level of experience
A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential
For more information about ISO 20000 certifications and PECB certification process, refer to PECB section on ISO 20000 Lead Implementer Certification