ISO/IEC 20000 Lead Auditor

Target group

The ISO/IEC 20000 Lead Implementer training course is intended for:

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

Course structure

This training course enables you to:

• Gain a comprehensive understanding of the concepts, approaches, methods, and techniques used for the implementation and effective management of an SMS
• Acknowledge the correlation between ISO/IEC 20000-1, standards in the ISO/IEC 20000 series, and other ISO standards
• Gain the ability to interpret the requirements of ISO/IEC 20000-1 in the specific context of an organization
• Develop the necessary knowledge and expertise to support an organization in effectively planning, implementing, managing, monitoring, and maintaining an SMS
• Acquire the expertise to advise an organization in implementing SMS best practices

This training course is participant centered and contains:

• Theories, approaches, and good practices used in service management
• Lecture sessions, which are illustrated with examples and practical exercises based on a case study that include discussions
• Interactions made between participants by means of questions and suggestions

Course Agenda

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

Day 2: Implementation plan of an SMS

Day 3: Implementation of an SMS

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

Day 5: Certification Exam

Certification

The PECB Certified ISO/IEC 20000 Lead Implementer exam fully meets the requirements of the PECB Examination and Certification Program (ECP). It 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: Preparation for an SMS certification audit

For specific information about exam type, languages available, and other details, please visit the List of PECB Exams and the Examination Rules and Policies.

Upon the successful completion of the exam, you can apply for one of the credentials shown in the table below. You will receive a certificate once you fulfill all the requirements related to the selected credential.

For more information about the ISO/IEC 20000 certifications and the PECB certification process, please refer to the Certification Rules and Policies.

The PECB ISO/IEC 20000 Implementer certification scheme has the following requirements:

Note: PECB Certified Individuals who do possess the Lead Implementer and Lead Auditor Credentials are qualified for the respective PECB Master Credential, given they have taken 4 additional Foundation Exams which are related to this scheme. For more detailed information about the Foundation Exams and the overall Master Requirements, please go to the following link: https://pecb.com/en/master-credentials.