ISO/IEC 20000 Lead Implementer

Course Category : Governance

Professional programme focused on designing and implementing an IT Service Management System aligned with ISO/IEC 20000 to enhance service quality, governance, and operational efficiency.
Duration: 5 Days
Level: Advanced

Introduction

As organisations increasingly rely on digital services and IT infrastructures, effective IT Service Management has become a strategic requirement for ensuring operational reliability and delivering business value. ISO/IEC 20000 represents the internationally recognised standard for IT Service Management, providing structured practices for designing, delivering, and continuously improving IT services.
This course provides a comprehensive framework for implementing and managing an IT Service Management System (SMS) aligned with ISO/IEC 20000-1 requirements. Participants will explore implementation strategies, governance mechanisms, auditing practices, and continual improvement approaches necessary to maintain high-quality IT services while achieving organisational compliance and operational excellence.

Targeted Audience

IT Managers and IT Service Managers
IT Governance and Compliance Managers
Digital Transformation and Service Delivery Leaders
IT Project Managers
ISO Management System Consultants
IT Service Quality Assurance Specialists
IT Service Management Auditors

Targeted Skills

Understanding ISO/IEC 20000 requirements for IT Service Management
Designing and implementing an IT Service Management System (SMS)
Developing service management policies and procedures
Managing incidents, problems, and changes in IT environments
Applying governance and continual service improvement principles
Conducting internal audits for IT service management systems

Expected Outcomes

Develop a comprehensive understanding of ISO/IEC 20000 requirements and scope.
Design and implement an IT Service Management System aligned with international standards.
Establish operational policies and procedures for IT service delivery.
Manage incident, problem, and change management processes effectively.
Conduct audits and continual improvement initiatives within IT service management frameworks.

Training Topics Index

Principles of IT Service Management
Scope and objectives of ISO/IEC 20000
Benefits of implementing an SMS
Relationship between ISO/IEC 20000 and ITIL
High-Level Structure (HLS) of ISO management systems

Assessment of current IT service capabilities
Defining the scope of the SMS
Developing policies and operational procedures
Resource allocation and governance responsibilities
Planning the implementation of the SMS

Service Level Management practices
Incident and problem management processes
Change and release management
Configuration and asset management
Capacity and availability management

Principles of management system auditing
Internal and external audit approaches
Preparing audit plans and programmes
Evidence collection and documentation
Reporting audit findings and corrective actions

Service performance measurement and KPIs
Risk management in IT service delivery
Management reviews of the SMS
Implementing continual service improvement
Integrating SMS with other management systems

Course Features

Updated and Interactive Content
Hypothetical Examples and Case Studies
Pre- and Post-assessments to Measure Impact
Verified Certificate with a QR Verification Code

ISO/IEC 20000 Lead Implementer