The benefits of implementing a service management system (SMS) based on the requirements of ISO/IEC 20000-1 are manifold: the management system is based on ISO’s high-level structure (HLS) which allows an easier integration with existing management systems, the standard comprises practices proven to be useful in the service management industry, requirements stated in clauses 4–10 allow the organisation to establish a structured approach to manage service provision activities and deliver value to its customers, the standard allows the organisation to establish a baseline upon which it can improve in the future.
The training course aims to provide in-depth understanding of ISO/IEC 20000-1 requirements, as well as good practices and approaches used for the implementation and subsequent maintenance of the service management system.
Who should attend
- Managers or consultants involved in and concerned with the implementation of a service management system in an organization
- Managers and employees seeking to help their organization meet the service requirements and deliver value
- Project managers, consultants, or expert advisers seeking to master the implementation of a service management system based on the requirements of ISO/IEC 20000-1
- Individuals responsible for maintaining conformity with the ISO/IEC 20000-1 requirements in an organization
- Members of an SMS implementation team
Prerequisites
The main requirements for participating in this training course are a basic knowledge of ISO management system standards, a general understanding of ISO/IEC 20000-1, and an awareness of the management system implementation principles.
Course agenda
DAY 1 | Introduction to ISO/IEC 20000 series and the initiation of an SMS
DAY 2 | Implementation plan of an SMS
DAY 3 | Implementation of an SMS
DAY 4 | SMS monitoring, continual improvement, and preparation for the certification audit
DAY 5 | Certification Exam
Training material
The participant will receive training materials containing more than 400 pages of information and practical examples in electronic form via the KATE application. As part of the full-time course, the participant will also receive training materials in printed form.
Examination
The “PECB Certified ISO 20000 Lead Implementer” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competency domains:
- DOMAIN 1 | Fundamental principles and concepts of a service management system
- DOMAIN 2 | Service management system requirements
- DOMAIN 3 | Planning of an SMS implementation based on ISO/IEC 20000-1
- DOMAIN 4 | Implementation of an SMS based on ISO/IEC 20000-1
- DOMAIN 5 | Monitoring and measurement of an SMS based on ISO/IEC 20000-1
- DOMAIN 6 | Continual improvement of an SMS based on ISO/IEC 20000-1
- DOMAIN 7 | Preparation for an SMS certification audit
The exam takes the form of a test consisting of 12 essay questions. It is an open-book exam, where candidates are allowed to use the following reference materials: training course materials, any personal notes taken during the training course, a hard copy dictionary, a hard copy of a standard. The exam lasts 3 hours and can be taken online or in paper form. If you do not pass the exam, you can repeat the exam for free within 12 months.
Price
The price includes participation in the course, electronic training materials, exam and PECB certification fees. The price of the full-time course also includes a printed copy of the training material, lunch on teaching days and small refreshments.
