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Certified ISO 20000 Lead Implementer (5 days)

Mastering the implementation and management of an Information Technology Service Management System (ITSMS) based on ISO 20000


This five-day intensive course enables the participants to develop an 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 master the 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 good practices of project management 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 ITSMS) and ITIL.

Who should participate?

  • Project managers or consultants wanting to prepare and to support an organization in the implementation of an Information Technology Service Management System (ITSMS)
  • ISO 20000 auditors who want to master the Information Technology Service Management System implementation process
  • Persons responsible for the Information Technology Service or conformity in an organization
  • Members of an Information Technology Service team
  • Expert advisors in information technology
  • Technical experts wanting to prepare for an Information Technology Service function or for an ITSMS project management function

Learning objectives

  • Understanding the application of an IT Service Management System in the ISO 20000 context
  • Mastering the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System
  • Knowing the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL
  • Understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
  • Acquiring expertise to support an organization in implementing, managing and maintaining an Information Technology Service Management System (ITSMS) as specified in ISO/IEC 20000:2005
  • Acquiring the expertise necessary to manage a team in implementing the ISO 20000 standard
  • Acquiring the personal skills and knowledge necessary to advise an organization on the management best practices
  • Improving the analysis and decision making capabilities in an IT management context

Course details

Day 1: Introduction to the management of an Information Technology Service Management System (ITSMS) based on ISO 20000 and launching an ITSMS 

  • Introduction to management systems and the process approach
  • Presentation of the standards ISO 20000-1, ISO 20000-2 and ISO 20000-2 and comparison with ITIL V2 and V3
  • Fundamental principles of Information Technology Service
  • Preliminary analysis and determining the level of maturity of the existing Information Technology Service management system based upon ISO 21827
  • Writing the business case and preliminary design of the ITSMS
  • Developing a project plan of compliance to ISO 20000

Day 2: Planning an ITSMS based on ISO 20000

  • Defining the scope of the ITSMS
  • Drafting the ITSMS policy
  • Documentation of the processes and procedures
  • Service level management
  • Budgeting and accounting for IT services
  • Competence management

Day 3: Launching and 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

Day 4: Control, monitor and measure an ITSMS and the certification audit of the ITSMS according to ISO 20000 

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

Day 5: Exam 


Basic knowledge of ISO 20000 and ITIL is recommended

Educational approach

  • This training is based on the alternation of theory and practice:
    • Sessions of lectures illustrated with examples based on real cases
    • Practical exercises based on a full case study including role plays and narrative presentation
    • Review exercises to assist the exam preparation
    • Practice test similar to the certification exam
  • Given the practical exercises, the number of training participants is limited

Examination and certification

  • The “Certified ISO/IEC 20000 Lead Implementer” exam fully meets the requirements of the PECB Examination Certification Programme (ECP). The exam covers the following competency domains:
    • Domain 1: Fundamental principles and concepts of Information Technology Service
    •  Domain 2: Information Technology Service Best Practice based on ISO 20000-2
    •  Domain 3: Planning an ITSMS based on ISO 20000
    •  Domain 4: Implementing an ITSMS based on ISO 20000
    •  Domain 5: Performance evaluation, monitoring and measurement of an ITSMS based on ISO 20000
    •  Domain 6: Continual improvement of an ITSMS based on ISO 20000
    •  Domain 7: Preparing for an ISO 20000-1 certification audit
  • Duration of the exam: 3 hours
  • 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 passed the exam and comply with all the other requirements related to the selected credential

General Information

  • Certification fees are included in the exam price
  • A student manual containing over 450 pages of information and practical examples will be distributed to participants
  • A 31 CPE (Continuing Professional Education) participation certificate will be issued to participants