ISO/IEC 20000

Lead Implementor / Lead Auditor - Training Courses and Certification Exam

Quality Information Technology Services

IT service management (ITSM) refers to the implementation and management of quality information technology services.

Design, delivery and improvement of services that fulfil customer requirements have become very important for IT providers. Learn how to implement and manage quality of information technology services by being trained to ISO/IEC 20000.

Check below to find the training course, including the certification exam, that suits you best!

Official BCI Certification

Official ISO (PECB & IAS) Worldwide Certification

ACTAGIS, as the official partner and trainer of PECB for Switzerland and Europe, proposes learning and preparation classes for ISO 20000 certifications.

We guarantee your exam success

We will support you until you pass the exam of the course in which you enrol (some conditions apply). We offer the official mock exams to help you prepare.

Real life project experience

Our trainers have extensive practical experience in implementing IT governance frameworks and programs in large organizations and are certified GDPR, ISO 20000, CISA and COBIT5.

Hands-on exercises

Hands-on exercises

The training is a combination of directly applicable theory, hands-on exercises, feedback from experience and class interaction.

Small classes

Small classes

The exchange of experience being crucial, our classes include a minimum of 3 and maximum of 10 participants.

English and French

English and French

The course is available in English and in French.

What our clients are saying

"I thank the consultant for this ISO 27001 training. His pedagogy, technical expertise and long experience in the field make the difference and bring real added value. Course materials are of high quality and the exchanges throughout this training allowed me to assimilate the material and go beyond theory."

-Daniel Meier, Head Internal Audit, Vaudoise Assurances

"A great course and a serious levelling up with a good dive into the universe of CISA."

-Josselin Renard, IT Systems Auditor, UBS

“I had a great pleasure participating to the ISO 9001 Lead Implenter training provided by Jeff Primus from ACTAGIS. His engagement, professionalism, motivation and technical expertise gave me full satisfaction. Eeased by his ability of communication, I had no difficulties to assimilate the content of the course. Without any hesitation, I gladly recommend ACTAGIS to everyone who needs guidance for SMQ implementation projects.”

-Mehmed Cormehic, Continuous improvement project manager, GOLDEC SA

"Attending the GDPR - Certified Data Protection Officer – training provided by ACTAGIS was at the same time a challenge and a pleasure. The content was extremely interesting and provided by a highly skilled trainer. The setup of the classroom, the small group and the given material contributed to make it successful."

-Grégoire Ramuz - CIO, Transports publics fribourgeois

"I thank ACTAGIS, and especially Jeff Primus, for organizing the GDPR - Certified Data Protection Officer –training, which is very useful to me in the context of my professional activities and which I strongly recommend. Organizing trainings for a limited number of participants enables to take full advantage of the courses and to exchange interesting information more easily between professionals active in that domain”

-Chiara Tanteri - Vice-présidence pour les systèmes d’information, Ecole Polytechnique Fédérale de Lausanne (EPFL)

"The Business Continuity (BC) course with ACTAGIS enabled me to consolidate and reinforce the knowledge related to the domain. A successful training that will help me to bring BC practices in my company at a higher professional level."

-Paulo Grilo, Directeur Etudes & Développements, TUI France

At our BCI certification training, the trainer managed not only to cover perfectly the specific, certification-related topics but he also opened windows and connections to other standardization bodies. It was an excellent week enriching our knowledge broadly. Thank you!

-Christoph Teuber, Group Safety & Security Manager, Swiss Re

“I often find that you learn more from the experience of people in the room than anything in the training material and this was definitely the case at ACTAGIS. Jeff has a wealth of experience and he did an excellent job of adapting his delivery the training to the needs of the class.”

-Anthony Scarfe, Information Security Services Specialist

"Thank you for the great course. I did really enjoy it and got a lot of new insights and a much better understanding about what matters in a Business Continuity Management System"

-Dieter Gramberg, Business Continuity Manager, Novartis Pharma AG

“ACTAGIS trainer has first hand experience in most the domains covered by the CISA program. This proved to be invaluable in making ISACA’s somewhat theoretical subjects very tangible and meaningful. Many thanks for this great step towards the CISA certification.”

-Tom Royston, CIO

“I thank ACTAGIS' BC-trainer for his professionalism and his motivation during this course which allowed me to obtain the CBCI certification. I recommend this training to anyone who wishes to strengthen and consolidate the topic of Business Continuity."

-Jean-Charles Coral, BC Manager, Nestlé Switzerland

“The course was highly interesting. The tools for managing a Business Continuity Program were teached in a very descriptive and understandable way. I can recommend this course to everybody having a key position in a Business Continuity Program.”

-Philip Sauter, Business Continuity Manager, ISS Facility Services AG

“During all of the CISA, CBCI and ISO 27001 LI sessions, the consultant openly shared his insightful experiences, carefully listened to all of the participants’ most puzzling questions, remarks, criticisms… and gave precious explanations, recommendations and advice.”

-Savrak Sar, Head of IT, Haute école pédagogique

"Jeff Primus provided a great CISA training. His motivation, engagement and professionalism made the training really interesting and easy to understand. I enjoyed to take part in this training and would like to thank ACTAGIS for helping me to succeed the CISA exam."

-Melany Scherer, Global IT Audit - Compliance, Jet Aviation AG


Upon request, the following non-certifying introductory courses can be organised:

  • ISO 20000 Introduction
  • ISO 20000 Foundation

The course description is taken from the PECB website

PECB ISO/IEC 20000 Lead Implementer
ISO 20000 Lead Auditor

Certification organisation

Certificate sample

ISO 20000 Lead Implementer Certificate Sample

Lead Implementor

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

This four-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.

  • 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
  • To understand the implementation of an IT Service Management System in accordance 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 20000-1:2005, ISO/IEC 20000-2:2005 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 an Service Management System (SMS) as specified in ISO/IEC 20000:2005
  • To acquire the necessary expertise to manage a team in implementing the ISO 20000 standard
  • To acquire the personal skills and knowledge necessary to advise an organization on the management best practices of an IT Service Management System (SMS)
  • To improve the analysis and decision making capabilities in an IT management context

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
  • Certification Exam
ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended.
  • 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 playings and oral presentation
    • Review exercises to assist the exam preparation
    • Practice test similar to the certification exam
  • To benefit from the practical exercises, the number of training participants is limited
  • 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 “PECB Certified ISO/IEC 20000 Lead Implementer” 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 PECB Certified ISO/IEC 20000 Provisional Implementer, PECB Certified ISO/IEC 20000 Implementer or PECB Certified ISO/IEC 20000 Lead Implementer, depending on their level of experience
  • 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
  • Certification fees are included in the exam price
  • A student manual containing over 450 pages of information and practical examples will be distributed to participants
  • A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued to participants
  • In case of failure of the exam, participants are allowed to retake the exam for free under certain conditions

Days

Courses with guaranteed dates
are highlighted in green
(subject to availability)

Upcoming courses

21nov(nov 21)09:0024(nov 24)16:30ISO 20000 LILausanne - Switzerland

30jan(jan 30)09:0002feb(feb 2)16:30ISO 20000 LILausanne - Switzerland

05jun(jun 5)09:0008(jun 8)16:30ISO 20000 LILausanne - Switzerland

Lead Auditor

Mastering the Audit of an IT Service Management System (SMS) based on ISO 20000

This four-day intensive course enables participants to develop the necessary expertise to audit an IT Service Management System (SMS) based on ISO 20000 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques. During this training, the participant will acquire the necessary knowledge and skills to proficiently plan and perform internal and external audits in compliance with ISO 19011; the certification process according to ISO 17021. Based on practical exercises, the participant will develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to efficiently conduct an audit.

 

 

 

Based on practical exercises, the participant will develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to efficiently conduct an audit.

  • Internal auditors
  • Auditors wanting to perform and lead IT Service Management System (SMS) certification audits
  • Project managers or consultants wanting to master the IT Service Management System audit process
  • Persons responsible for the IT Service conformity in an organization
  • Members of an IT Service team
  • Expert advisors in IT
  • Technical experts wanting to prepare for an IT Service audit function
  • To acquire the expertise to perform an ISO 20000 internal audit following ISO 19011 guidelines
  • To acquire the expertise to perform an ISO 20000 certification audit following ISO 19011 guidelines and ISO 17021 specifications
  • To acquire the necessary expertise to manage an SMS audit team
  • To understand the operation of an ISO 20000 conformant IT Service Management System
  • To know the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 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 improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making in the context of an SMS

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

  • Normative, regulatory and legal framework related to IT Service
  • Fundamental principles of IT Service
  • ISO 20000 certification process
  • IT Service Management System (SMS)
  • Detailed presentation of the clauses 4 to 10 of ISO 20000-1

Day 2: Planning and Initiating an ISO 20000 audit

  • Fundamental audit concepts and principles
  • Audit approach based on evidence and on risk
  • Preparation of an ISO 20000 certification audit
  • SMS documentation audit
  • Conducting an opening meeting

Day 3: Conducting an ISO 20000 audit

  • Communication during the audit
  • Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation
  • Audit test plans
  • Formulation of audit findings
  • Documenting nonconformities

Day 4: Concluding and ensuring the follow-up of an ISO 20000 audit

  • Audit documentation
  • Quality review
  • Conducting a closing meeting and conclusion of an ISO 20000 audit
  • Evaluation of corrective action plans
  • ISO 20000 Surveillance audit
  • ISO 20000 internal audit management program
  • Certification Exam
ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended
  • 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 playings and oral presentation
    • Review exercises to assist the exam preparation
    • Practice test similar to the certification exam
  • To benefit from the practical exercises, the number of training participants is limited
  • The “PECB Certified ISO/IEC 20000 Lead Auditor” 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 Management System (SMS)
    • Domain 3: Fundamental Audit Concepts and Principles
    • Domain 4: Preparation of an ISO 20000-1 audit
    • Domain 5: Conducting of an ISO 20000-1 audit
    •  Domain 6: Closing an ISO 20000-1 audit
    • Domain 7: Managing an ISO 20000-1 audit program
  • The “PECB Certified ISO/IEC 20000 Lead 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 Auditor Exams
  • After successfully completing the exam, participants can apply for the credentials of PECB Certified ISO/IEC 20000 Provisional Auditor, PECB Certified ISO/IEC 20000 Auditor or PECB Certified ISO/IEC 20000 Lead 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 Auditor Certification
  • Certification fees are included in the exam price
  • A student manual containing over 450 pages of information and practical examples will be distributed to participants
  • A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued to participants
  • In case of failure of the exam, participants are allowed to retake the exam for free under certain conditions

Days

Courses with guaranteed dates
are highlighted in green
(subject to availability)

Upcoming courses

Course dates can be based on your requirements. Please contact us for the corresponding in-house or public session trainings, so that we can propose sessions taking into account your availability.

%

Exam pass rate

Up To Date

The “Actagis Guarantee” means that we will support you until you pass the exam of the course in which you enrol. Some limitations apply. See conditions.

You will be well prepared for the exam. Counting all our students, 98.3% have been successful.

All our courses are up to date. They have been adapted to the latest changes of the different exams. We are in constant contact with each certification organisation.

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