ISO/IEC 20000 Lead Implementer – Self-Study

About the course

Why should you take this training course?

The advantages of adopting a service management system (SMS) based on ISO/IEC 20000-1 criteria are numerous:

  • The management system is based on ISO’s high-level structure (HLS), which allows for easier integration with existing management systems;
  • The standard includes practices that have been proven useful in the service management industry;
  • The requirements stated in clauses 4-10 allow the organization to establish a structured approach to managing service provision activities and delivering value to its customers; and
  • The standard allows the organization to establish a baseline from which it can improve.

This course aims to provide an 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.

Training done in collaboration with

Course Outlines

Course Agenda

Day 1: Introduction to ISO/IEC 20000 series and the initiation of an SMS

  • Training course objectives and structure
  • ISO standards and ISO/IEC 20000 series
  • Fundamental concepts of service management and the SMS
  • Initiation of the SMS implementation
  • The organisation and its context
  • Analysis of the existing system
  • SMS scope

Day 2: Implementation plan of an SMS

  • Leadership and commitment
  • Service management policies and objectives
  • Risk assessment
  • Resources and competence
  • Awareness and communication
  • Documented information

Day 3: Implementation of a SMS

  • Service portfolio
  • Relationship and agreement
  • Supply and demand
  • Service design, build, and transition
  • Resolution and fulfillment
  • Service assurance

Day 4: SMS monitoring, continual improvement and preparation for the certification audit

  • Monitoring, measurement, analysis and evaluation
  • Internal audit
  • Management review
  • Treatment of non-conformities
  • Continual improvement
  • Preparing for the certification audit
  • Closing the training

Day 5: Certification Exam (3 Hours)

The exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competency domains:

  • 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 Preparing for a SMS certification audit

Course Details

Duration: Up to 6 months

Starts: Upon Registration

Ends: After Examination

You'll be signed up to our PECB platform KATE where you will have access to all training procedures.

  • Certification fees are included on the exam price
  • Training material containing over 450 pages of information and practical examples will be distributed
  • A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued
  • In case of exam failure, you can retake the exam within 12 months for free

Frequently Asked Questions

What are the Prerequisites

The main requirements for participating in this training course are a basic knowledge of ISO management system standards, a general understanding of ISO/IEC 20000-1, and an awareness of the management system implementation principles.

Who should attend?

  • Managers or consultants involved in and concerned with the implementation of a service management system in an organisation
  • Managers and employees seeking to help their organisation 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 organisation
  • Members of an SMS implementation team

How do I maintain my Certification?

PECB certifications last three years. PECB certified professionals must meet the following requirements in order to maintain their certification:

  • CPDs must be submitted to PECB.
  • Annual Maintenance is payable to PECB.
  • Follow the PECB Code of Ethics.

ISO/IEC 20000 Lead Implementer – Self-Study


Develop the necessary competencies to establish, implement, operate, maintain, and continually improve a service management system based on ISO/IEC 20000-1

Self-Study Course: €1,000 + VAT