PECB CourseQuality & ManagementAdvancedISO/IEC 20000ISO/IEC 20000 Lead Implementer
Lead the implementation of ISO/IEC 20000 IT service management systems with comprehensive process design skills.
Course Description
This advanced course equips participants with the expertise to lead the implementation of an IT service management system based on ISO/IEC 20000. Develop the skills to design service management processes, manage service levels, implement ITSM tools, and prepare for SMS certification.
Who Should Attend
- IT service management leads
- SMS implementers and consultants
- IT operations managers
- Service delivery directors
Learning Objectives
- 1Plan and initiate SMS implementation based on ISO/IEC 20000
- 2Design and implement service management processes
- 3Manage service levels, suppliers, and service delivery
- 4Establish monitoring, measurement, and continual improvement
- 5Prepare for SMS certification audit
Prerequisites
- Fundamental understanding of ISO/IEC 20000
- Knowledge of IT service management concepts
Course Modules
Day 1: Introduction to ISO/IEC 20000 and SMS Implementation Planning
ISO/IEC 20000-1 requirements overview; SMS scope, policy, and objectives; organizational context and interested parties; leadership and commitment; planning and risk assessment; implementation project initiation.
Day 2: Service Portfolio, Relationship, and Agreement Management
Service portfolio management; service catalogue; relationship management with customers and stakeholders; service level agreements (SLAs); supplier management; and operational level agreements (OLAs).
Day 3: Service Design, Build, Transition, and Delivery
Service design and transition planning; change management; release and deployment management; configuration management; service availability and continuity management; capacity management; and information security management.
Day 4: Resolution, Service Request, and Assurance Processes
Incident management; service request management; problem management; service reporting; monitoring and event management; internal audit of SMS; and management review.
Day 5: SMS Continual Improvement, Certification, and Exam
Nonconformity and corrective action; continual improvement of the SMS; certification audit preparation; selecting a certification body; managing the certification process; and the Lead Implementer certification exam.
Exam Details
Duration
3 hours
Format
Essay type (12 questions), open book
Passing Score
70%
Retake Policy
Free retake within 12 months after first failure
Available in:
Certification
PECB Certified ISO/IEC 20000 Lead Implementer
Issued by PECB
Digital Badge & Verification
Verified via Credly
Upon passing the exam, your certificate will be issued as a digital badge via Credly. This badge can be shared on LinkedIn, embedded in your email signature, and verified by anyone at any time.
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