ISO/IEC 20000 Lead Implementer – ITSMS

The benefits of implementing a service management system (SMS) based on the requirements of ISO/IEC 20000-1 are manifold: the management system is based on ISO’s high-level structure (HLS) which allows an easier integration with existing management systems, the standard comprises practices proven to be useful in the service management industry, requirements stated in clauses 4–10 allow the organization to establish a structured approach to manage service provision activities and deliver value to its customers, the standard allows the organization to establish a baseline upon which it can improve in the future.

The training course aims to provide in-depth understanding of ISO/IEC 20000-1 requirements, as well as good practices and approaches used for the implementation and subsequent maintenance of the service management system.

After attending the training course, you can take the exam. If you pass, you can apply for the “PECB Certified ISO/IEC 20000 Lead Implementer” credential. Internationally recognized, the “PECB Certified ISO/IEC 20000 Lead Implementer” certificate validates your professional capabilities and competence in implementing an SMS based on the requirements of ISO/IEC 20000-1.

KEY FEATURES

  • 40 hours of classroom / Live Online
  • Certification and examination fees are included in the price of the training course
  • Participants will be provided with training course materials containing over 450 pages of information and practical examples.
  • An attestation of course completion worth 31 CPD (Continuing Professional Development) credits will be issued to participants who have attended the training course.
  • In case of exam failure, participants can retake the exam within 12 months free of charge.
  • Accredited Instructor
  • Lecture sessions are illustrated with examples based on case studies and best practices used in the implementation of ITSMS
  • Practical exercises are based on a case study which includes role playing and discussions.
  • Sample Mock Test
  • Course Completion Certificate
  • Certification Exam
Category:

Description

WHOM IS IT APPLICABLE

The ISO/IEC 20000 Lead Implementer 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
WHAT YOU WILL LEARN

This training course enables you to:

  • 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
MODULE OVERVIEW

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

PREREQUISITES

A fundamental understanding of the ISO/IEC 20000-1 standard, implementation principles and service management concepts.

EXAM & CERTIFICATION

Format: Open-Book
Delivery: Paper-based / Online
Questions: 12 Essay-type questions
Passing Score: 70%
Duration: 180 Minutes

The candidate is allowed to use the following reference materials:

  • A copy of the ISO/IEC 20000 standard
  • Training course materials (accessed through the PECB Exams app and/or printed)
  • Any personal notes taken during the training course (accessed through the PECB Exams app and/or printed)
  • A hard copy dictionary

Applying for the certificate:
All candidates who successfully pass the exam (or an equivalent accepted by PECB) are entitled to apply for the PECB credential they were assessed for. Specific educational and professional requirements need to be fulfilled in order to obtain a PECB certification. Candidates are required to fill out the online certification application form (that can be accessed via their PECB account), including contact details of individuals who will be contacted to validate the candidates’ professional experience.

For more details on certification process and requirements, please feel free to contact support@consuldek.com

    CLASSROOM / INSTRUCTOR LED
    • High-impact learning with case studies
    • Delivered by certified instructors
    • Targeted learning for real projects

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