Security / Governance, Risk & Compliance

ISO/IEC 20000 Lead Implementer (ISO/IEC 20000 Lead Implementer).

ISO/IEC 20000 Lead Implementer training allows you to develop the knowledge necessary to support your organization in establishing, implementing, managing and maintaining an IT Service Management System (ITSMS) based on the ISO/IEC 20000-1 standard. During this training, you will also gain an in-depth understanding of IT Service Management System best practices and learn how to align your organizations IT services with its business objectives. Once you have mastered all the necessary ITSMS concepts, you can take the exam and apply for the PECB Certified ISO/IEC 20000 Lead Implementer' certification.

Issues

IT Service Management System (ITSMS).
ISO/IEC 20000-1 Standard
IT service management
IT Services
Business objectives
Service processes
Incident management
Problem management
Change management
Configuration management
Release management
ITSM best practices

Benefits

Understand the operation of the IT Service Management System based on ISO/IEC 20000
Master the concepts, approaches, methods and techniques for implementing and managing ITSMS
They will learn how to interpret and apply ISO/IEC 20000-1 requirements in the specific context of the organization
They will gain the knowledge to advise organizations on IT service management best practices

Who is this training for?

IT managers and consultants

Individuals responsible for maintaining compliance with ITSMS requirements

Members of ITSMS implementation teams

Expert advisors in IT service management

Prerequisites

Basic knowledge of IT services and IT management
Knowledge of ITIL basics (preferred)
Experience working with IT services
Project management skills

Training program

Introduction to ISO/IEC 20000-1 — objectives, scope, structure, requirements, relationship with ITIL and ISO 9001
IT Service Management System (ITSMS) — concepts, PDCA cycle, implementation scope, Service Management System
Organizational context — IT environment analysis, interested parties, business and regulatory requirements
Leadership and IT service policy — management commitment, SMS policy, roles and responsibilities
ITSMS planning — service objectives, action planning, risk management, resources and competencies
Exercises: IT organization context analysis, stakeholder and requirements mapping

Service catalog and service portfolio — service definition, classification, documentation, catalog maintenance
Service Level Management (SLM) — SLA, OLA, underpinning contracts, monitoring and reporting
Availability and service continuity management — availability planning, requirements, testing
Service budget and cost management — budgeting, accounting, IT cost optimization
Supplier management — evaluation, selection, contracts, performance monitoring, multi-sourcing
Exercises: designing a service catalog, defining SLAs and service level metrics

Incident management — classification, prioritization, escalation, resolution, major incidents
Problem management — root cause analysis (RCA), known errors, proactive problem management
Change management — RFC process, impact assessment, CAB, change risk management, emergency changes
Release and deployment management — planning, testing, rollout, rollback, post-implementation review
Configuration management — CMDB, configuration items (CI), relationships, control, verification
Exercises: designing incident/problem/change management processes with metrics

Information security management in ITSMS — integration with ISO 27001, policies, security incidents
Service reporting — dashboard, KPIs, ITSM metrics, management reporting
ITSMS internal audits — planning, execution, reporting, corrective actions
Management review — results analysis, nonconformities, continual service improvement (CSI)
ITSMS certification preparation — certification requirements, cooperation with the certification body
Exercises: developing a KPI dashboard, ITSM process maturity analysis

ISO/IEC 20000-1 requirements summary — review of key processes and requirements
Relationship between ISO/IEC 20000 and ITIL 4 — differences, complementarity, process mapping
Case studies — ITSMS implementation analysis in organizations of various scales
PECB certification preparation — exam format, question types, passing strategies
Practice exam — PECB Certified ISO/IEC 20000 Lead Implementer exam simulation
PECB certification exam (optional) — written exam leading to PECB Certified ISO/IEC 20000 Lead Implementer certificate

Delivery Methods

Online

Convenience of participating from anywhere
Interactive live sessions with trainer
Materials available for 30 days
No travel costs

On-site

Direct contact with trainer and group
Intensive hands-on workshops
Networking with other participants
Full focus on learning

Frequently asked questions

What are the prerequisites for this training?

For ISO/IEC 20000 Lead Implementer (ISO/IEC 20000 Lead Implementer). we recommend: Basic knowledge of IT services and IT management; Knowledge of ITIL basics (preferred); Experience working with IT services.

What is the format and duration of this training?

The training lasts 5 days and is available in online and on-site format. Sessions run from 9:00 AM to 4:00 PM. We can also customize the schedule to fit your team's needs.

Who is this training designed for?

This training is designed for: IT managers and consultants; Individuals responsible for maintaining compliance with ITSMS requirements; Members of ITSMS implementation teams.