ISO 20000 IT SMS Lead Implementer

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

5 Days, Exam Included
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  • Experienced & accredited trainers
  • Accredited training material
  • Training & examination in 5 days
  • 31 CPDs
  • Excellent first attempt pass ratio
Location Schedules Regular Fee Early Bird Fee Register
Karachi 16-20 July 2018 PKR 60 ,000
Excludes Exam Fee
PKR 49,000
BBPL Proctor: PKR 50,000
Web Proctor: PKR 54,000

Valid up to 6/7/18
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** Exam Passing Guarantee: Business Beam offers free exam retake, if any candidate does not pass the exam in first attempt

ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.

ISO/IEC 20000-1:2011 can be used by:
  • an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
  • an organization that requires a consistent approach by all its service providers, including those in a supply chain;
  • a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
  • a service provider to monitor, measure and review its service management processes and services;
  • a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
  • an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011.
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. 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.

Learning Objectives
  • To understand the implementation of an IT SMS with ISO 20000
  • To gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System
  • To know the interrelationships between ISO/IEC 20000-1, ISO/IEC 20000-2 and ITIL
  • To understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
  • To acquire the necessary expertise to support an organization in implementing, managing and maintaining Service Management System (SMS) as specified in ISO/IEC 20000

Recommended Participants
  • 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

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

Course Format
This training is based on both theory and practice:

  • Sessions of lectures illustrated with examples based on real cases
  • Practical exercises based on a full case study including role playing and oral presentations
  • Review exercises to assist the exam preparation
  • Practice test similar to the certification exam.

Materials Provided
  • Course reference manual containing copy of course slides, support documents, quizzes and answers
  • Course Certificate
  • Exam certificate on passing the ISO/IEC 20000 Lead Implementer examination

CPDs Assigned
This course qualifies for Thirty One (31) CPDs

  • Day 1: Introduction to IT SMS concepts as required by ISO 20000; Initiating an SMS
  • - Introduction to management systems & 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 SMS 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 & 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

Certification Examination
A 3-hour certification exam is scheduled on the last day of the course. The exam is paper-pencil based.

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

  • Domain 1: Fundamental information technology service principles and concepts
  • Domain 2: Planning an ITSMS based on ISO 20000
  • Domain 3: Implementing an ITSMS based on ISO 20000
  • Domain 4: Information technology service management best practices, based on ISO 20000
  • Domain 5: Performance evaluation, monitoring and measurement of an ITSMS based on ISO 20000
  • Domain 5: Performance evaluation, monitoring and measurement of an ITSMS based on ISO 20000
  • Domain 7: Preparing for an ITSMS certification audit

Eligibility for Examination
There is no prerequisite for this certification.

Why select Business Beam as your Training Provider?


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This training is also available at your preferred premises and timings
FREE Exam Retake

Business Beam offers one FREE exam retake option to its valuable training participants who don’t pass exam in the first attempt.

  • This offer is time limited, starting from 2015 and onwards.
  • This offer is valid for selected courses only, including ITIL Foundation & Intermediate Level, PRINCE2 Foundation, and ISO 27001, ISO 22301, ISO 20000, ISO 38500 & ISO 9001 related exams.
  • Free examination retake is subject to 100% advance payment of training and exam fee.
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  • If candidate does not write the examination (first time) on the last day of training session;
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