Summary
The ISO 20000 Lead Implementer course is designed to equip professionals with the knowledge and skills required to implement and manage a Service Management System (SMS) based on the ISO/IEC 20000-1:2018 international standard.
ISO 20000-1 Lead Implementer course provides a comprehensive understanding of the principles, core concepts, and best practices for planning, implementing, managing, monitoring, and improving a compliant SMS within an organization.
Key Objectives:
- Understand the structure and requirements of ISO/IEC 20000-1:2018.
- Gain practical knowledge to plan, implement, operate, monitor, and improve a service management system.
- Learn to lead a team in implementing an ISO 20000-1 compliant SMS.
- Master techniques for aligning IT services with business objectives.
- Prepare for ISO/IEC 20000-1 certification audits and ensure ongoing compliance.
Exam Syllabus:
- Introduction to ISO/IEC 20000 series and service management
- Understanding ISO/IEC 20000-1:2018 standard requirements
- Service Management System (SMS) principles and concepts
- Planning and initiating SMS implementation
- Service management policies, objectives, and planning actions
- Implementation of service management processes
- Resource and competence management
- Risk assessment and treatment in SMS
- Monitoring, measurement, analysis, and evaluation
- Internal audit and management review
- Continual improvement of the SMS
- Preparing for ISO/IEC 20000-1 certification audit
- Roles and responsibilities of a Lead Implementer
- Integration with other management systems (e.g., ISO 27001, ISO 9001)
- Documentation and record-keeping requirements
- Communication and awareness strategies
- Competence and evaluation of implementers
- Case studies and practical implementation scenarios
- Exam preparation and review sessions
Exam Benefits
Interpret ISO/IEC 20000 requirements in the context of an organization. • Plan and implement an effective Service Management System. • Conduct risk assessments and define controls for service management. • Ensure proper documentation and process integration. • Lead an implementation team and manage change effectively. • Prepare for certification and surveillance audits.
Who Should Attend
IT Service Managers and Consultants, • Project Managers and IT Auditors, • Members of the SMS implementation team, • Professionals seeking to become ISO/IEC 20000-1 Lead Implementers, • Individuals involved in IT service delivery and support
Exam Syllabus
Understanding ISO/IEC 20000-1:2018 standard requirements • Service Management System (SMS) principles and concepts • Planning and initiating SMS implementation • Service management policies, objectives, and planning actions • Implementation of service management processes • Resource and competence management • Risk assessment and treatment in SMS • Monitoring, measurement, analysis, and evaluation • Internal audit and management review • Continual improvement of the SMS
About Exam
Exam Duration - 120 Min, Exam Pattern – MCQs, Number of Questions: 50, Passing Marks: 35, Exam Method – Online Open Book: No, Exam Pass Mark - 70% (35 out of 50) Exam Result - Immediate
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