ISO-IEC 20000 Implementer

ISO/IEC 20000 Lead Implementer

Mastering the implementation and management of an IT Service Management System (SMS) based on ISO 20000

Course Description

This five-day intensive course enables participants to develop the necessary 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 gain a thorough understanding of 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 project management practices 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 SMS) and ITIL.

Who Should Attend

  • Internal auditors
  • Project managers or consultants wanting to prepare and to support an organization in the implementation of an IT Service Management System (SMS)
  • ISO 20000 auditors who wish to fully understand the IT Service Management System implementation process
  • Persons responsible for the IT Service or conformity in an organization
  • Members of an IT Service team
  • Expert advisors in IT
  • Technical experts wanting to prepare for an IT Service function or for an SMS project management function

Course Duration

Day 1: Introduction to IT Service Management System (SMS) concepts as required by ISO 20000; Initiating an SMS

  • Introduction to management systems and the process approach
  • Presentation of the ISO 20000 family of standards and comparison with ITIL V2 and V3
  • Fundamental principles of IT Service
  • Preliminary analysis and establishment of the maturity level of an existing IT Service Management System based upon ISO 21827
  • Writing a business case and a project plan for the implementation of an SMS

Day 2: Planning an SMS based on ISO 20000

  • Definition of the scope of an SMS
  • Definition of an SMS policy and objectives
  • Documentation of the processes and procedures
  • Service level management
  • Budgeting and accounting for IT services
  • Competence management

Day 3: Implementing an SMS 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 SMS

Day 4: Controlling, monitoring and measuring and improving an SMS; certification audit of an SMS

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

Day 5: Certification Exam


ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended

Who Should Attend

The “PECB Certified ISO/IEC 20000 Lead Implementer” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains:

  • Domain 1: Fundamental principles and concepts of IT Service
  • Domain 2: IT Service Best Practice based on ISO 20000-2
  • Domain 3: Planning an SMS based on ISO 20000
  • Domain 4: Implementing an SMS based on ISO 20000
  • Domain 5: Performance evaluation, monitoring and measurement of an SMS based on ISO 20000
  • Domain 6: Continual improvement of an SMS based on ISO 20000
  • Domain 7: Preparing for an ISO 20000-1 certification audit

The “Certified ISO/IEC 27034 Lead Application Security Auditor” exam is available in different languages (the complete list of languages can be found in the examination application form)

Duration: 3 hours For more information about the exam, refer to PECB section on ISO 20000 Lead Implementer Exams

After successfully completing the exam, participants can apply for the credentials of Certified ISO/IEC 27034 Provisional Auditor, Certified ISO/IEC 27034 Auditor or Certified ISO/IEC 27034 Lead Application Security Auditor depending on their level of experience. Those credentials are available for internal and external auditors

A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential

For more information about ISO 20000 certifications and PECB certification process, refer to PECB section on ISO 20000 Lead Implementer