ISO/IEC 20000
IT Service Management
Lead Implementer / Lead Auditor – Training Courses and Certification Exam
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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
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Our courses are delivered in a traditional classroom setting, as well as live online with an instructor. Certain courses are also available in a self-study format.
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
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Lead Implementer
Mastering the implementation and management of an IT Service Management System (SMS) based on ISO 20000
- Summary
- Who should attend?
- Learning objectives
- Course Agenda
- Prerequisites
- Educational approach
- Examination and Certification
- General Information
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
- 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
* This course is also available in a self-study format. To learn more, contact us using the contact form below.
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Lead Auditor
Mastering the Audit of an IT Service Management System (SMS) based on ISO 20000
- Summary
- Who should attend?
- Learning objectives
- Course Agenda
- Prerequisites
- Educational approach
- Examination and Certification
- General Information
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
- 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
* This course is also available in a self-study format. To learn more, contact us using the contact form below.
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Foundation
- Summary
- Who should attend?
- Learning objectives
- Course Agenda
- Prerequisites
- Educational approach
- Examination and Certification
- General Information
After attending this training course, you can sit for the exam, and if you successfully pass the exam, you can apply for the “PECB Certified ISO/IEC 20000 Foundation” credential. A PECB Foundation certificate shows that you have understood the concepts, principles, and the basic structure of the implementation and management of a service management framework based on the ISO/IEC 20000 international standard.
- Individuals involved in service management
- Individuals seeking to gain knowledge about the main processes of Service Management Systems (SMS)
- Individuals interested to pursue a career in service management
- Understand the elements and operations of a service management system and its principal processes.
- Acknowledge the correlation between ISO/IEC 20000 and other standards and regulatory frameworks.
- Understand the approaches, methods and techniques used for the implementation and management of an SMS.
Day 1:
Introduction to Service Management System (SMS) concepts as required by ISO/IEC 20000
Day 2:
Service Management System (SMS) requirements and Certification Exam
None
- Lecture sessions are illustrated with practical questions and examples.
- Practical exercises include examples and discussions.
- The participants are encouraged to intercommunicate and engage in discussions and exercises.
- Exercise questions are similar to the certification exam questions.
The “PECB Certified ISO/IEC 20000 Foundation” exam complies with the PECB Examination and Certification Program (ECP) requirements. The exam covers the following competency domains:
Domain 1: Fundamental principles and concepts of a Service Management System (SMS)
Domain 2: Service Management System (SMS)
In case the candidates fail the exam, they can retake the exam for free within twelve months following the initial exam.
*Note: This applies only to the candidates who have attended the training course.
For specific information about exam type, languages available, and other details, please visit the List of PECB Exams and the Examination Rules and Policies.
After successfully passing the exam, you can apply for the credential shown on the table below. You will receive the certificate once you comply with all the requirements related to the selected credential. Certification fees are included in the exam price. For more information about the certification process, please refer to the Certification Rules and Policies.
Participants will be provided with the training material containing over 200 pages of explanatory information and practical examples.
An Attendance Record worth 14 CPD (Continuing Professional Development) credits will be issued to the participants who have attended the course.
* This course is also available in a self-study format. To learn more, contact us using the contact form below.
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The training is a combination of directly applicable theory, hands-on exercises, feedback from experience and class interaction.
%
Exam pass rate
You will be well prepared for the exam. Counting all our students, almost 100% 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.
The training is a combination of directly applicable theory, hands-on exercises, feedback from experience and class interaction.
You will be well prepared for the exam. Counting all our students, almost 100% 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.
Interested? Ask us more!