ISO/IEC 20000 (ISMS)

The ISO/IEC 20000 Lead Implementer training course enables you to develop the necessary expertise to support an organization in establishing, implementing, managing and maintaining a Service Management System (SMS) based on the requirements of the ISO/IEC 20000-1 standard. During this training course, you will also explore the different components of an SMS, which help in improving the quality of the services provided and delivered by an organization, and thus increase its customer satisfaction and overall performance.

After mastering all the necessary concepts of a Service Management System based on the ISO/IEC 20000-1 standard, you can sit for the exam and, if you successfully pass the exam, you can apply for a “PECB Certified ISO/IEC 20000 Lead Implementer” credential. By holding a PECB Lead Implementer certificate, you will be able to demonstrate that you have the practical knowledge and professional capabilities to implement, manage and maintain an organization’s SMS based on the ISO/IEC 20000-1 standard.

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

• Course objectives and structure
• Standards and regulatory frameworks
• Fundamental concepts and principles of service management
• Initiate the SMS implementation
• Understand the organization and its context
• Gap analysis
• SMS scope

Day 2: Planning the implementation of an SMS

• Leadership
• Policies and objectives
• Risks and opportunities
• Resources and competence
• Awareness and communication
• Documented information

Day 3: Implementation of an 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 nonconformities
• Continual improvement
• Preparing for the certification audit
• Certification process and closing the training

Day 5: Certification Exam

A fundamental understanding of the ISO/IEC 20000-1 standard, implementation principles and service management concepts.

ISO/IEC 20000 Lead Auditor training enables you to develop the necessary expertise to perform an IT Service Management System (ITSMS) audit by applying widely recognized audit principles, procedures and techniques. During this training course, you will acquire the knowledge and skills to plan and carry out internal and external audits in compliance with ISO 19011 and ISO/IEC 17021-1 certification process.

Based on practical exercises, you will be able to master audit techniques and become competent to manage an audit program, audit team, communication with customers, and conflict resolution.

After acquiring the necessary expertise to perform this audit, you can sit for the exam and apply for a “PECB Certified ISO/IEC 20000 Lead Auditor” credential. By holding a PECB Lead Auditor Certificate, you will demonstrate that you have the capabilities and competencies to audit organizations based on best practices.

Day 1: Introduction to IT Service Management Systems (ITSMS) and ISO/IEC 20000

• Course objectives and structure
• Standard and regulatory framework
• Certification process
• Fundamental principles of service management
• Service Management System (SMS)

Day 2: Audit principles, preparation and launching of an audit

• Fundamental audit concepts and principles
• Audit approach based on evidence and risk
• Initiating the audit
• Stage 1 audit
• Preparing the stage 2 audit (on-site audit)
• Stage 2 audit (Part 1)

Day 3: On-site audit activities

• Stage 2 audit (Part 2)
• Communication during the audit
• Audit procedures
• Creating audit test plans
• Drafting audit findings and non-conformity reports

Day 4: Closing the audit

• Documentation of the audit and its review
• Closing the audit
• Evaluating action plans by the auditor
• Beyond the initial audit
• Managing an internal audit programme
• Competence and evaluation of auditors
• Closing the training

Day 5: Certification Exam

A fundamental understanding of ISO/IEC 20000-1 and comprehensive knowledge of audit principles.