ISO/IEC 20000 (ITSM) Lead Implementer Course Overview

To ensure you are well-prepared and can fully benefit from the ISO/IEC 20000 IT Service Management (ITSM) Lead Implementer course, we recommend that you meet the following prerequisites:

• Basic understanding of ISO/IEC 20000 or comprehensive knowledge of the principles of IT Service Management (ITSM) and the ISO 20000 standard, which can be gained through experience or previous training.
• Familiarity with IT terminology and understanding of the core concepts of IT services management is highly beneficial.
• Experience in IT service related positions such as IT service management, IT operations, or IT support is advantageous.
• Some knowledge of the concepts, processes, and terminology of ISO/IEC 20000 is helpful. This can be obtained through self-study, reading relevant ISO/IEC 20000 materials or standards, or previous training.
• Understanding of the basic principles of project management, as the course involves planning and implementing service management improvements.
• Ability to read and understand the English language, as the course materials and the examination will typically be in English.

These prerequisites are designed to ensure that you have the necessary background to grasp the material effectively and to succeed in the course. They are not intended to be barriers but rather to set the foundation for a robust learning experience.

Target Audience for ISO/IEC 20000 (ITSM) Lead Implementer

The ISO/IEC 20000 (ITSM) Lead Implementer course is designed for professionals aiming to master the implementation of an IT Service Management System.

• IT Managers and Consultants

  
  

• IT Service Providers and Service Managers

  
  

• Quality Managers and Directors

  
  

• IT Auditors

  
  

• IT Practitioners

  
  

• Project Managers

  
  

• Compliance/Regulatory Managers

  
  

• Chief Operating Officers

  
  

• Chief Information Officers

  
  

• ITSM Team Members

  
  

• IT Development Managers

  
  

• Process Owners and Practitioners

  
  

• Risk Managers

  
  

• Information Security Managers

  
  

• Business Continuity Managers

  
  

• IT Support Staff

  
  

• Individuals seeking to gain knowledge about the main processes of IT Service Management Systems (ITSMS)

  
  

• Professionals interested in pursuing a career in IT management with a specific focus on ISO/IEC 20000 standards.

  
  

Learning Objectives - What you will Learn in this ISO/IEC 20000 (ITSM) Lead Implementer?

Introduction to the Course Learning Outcomes and Concepts:

This ISO/IEC 20000 ITSM Lead Implementer course equips participants with expert knowledge to implement and manage an IT Service Management System (ITSMS) based on ISO/IEC 20000.

Learning Objectives and Outcomes:

• Understand the requirements of ISO/IEC 20000 and the Service Management System (SMS) framework.
• Learn to compare and contrast ISO 20000 with ITIL V2 and V3 to appreciate their unique contributions to ITSM.
• Assess and determine the current maturity level of an existing SMS to plan for improvements effectively.
• Develop a business case and project plan to guide the implementation of an SMS.
• Define the scope, policy, objectives, and documentation required for an effective SMS.
• Plan and manage IT service budgets and accounting in alignment with ISO 20000 requirements.
• Implement SMS processes including change, configuration, release, capacity, availability, service continuity, and security management.
• Handle incident and problem management processes while ensuring efficient operations management within an SMS.
• Establish control, monitoring, and measurement mechanisms, and develop metrics and performance indicators for the SMS.
• Prepare for an ISO 20000 certification audit and implement a continual improvement program to enhance the effectiveness of the SMS.

By completing this course, participants will be well-prepared to lead the implementation of an ITSMS in their organization and to take the certification exam.