ISO 20000 Lead Implementer Training

The ISO 20000 Lead Implementer Course provides in-depth training on planning, designing, and managing IT service management systems. Learners gain the skills to lead ISO 20000 implementation projects, align processes with service quality objectives, and support long-term ITSM improvement. 

Key Topics Covered 

• Introduction to ISO 20000: Concepts, structure, and requirements 

• Implementation Planning: Defining scope, policies, and resources 

• Process Integration: Aligning ITSM processes with ISO 20000 clauses 

• Risk Management: Addressing operational and service continuity risks 

• Monitoring and Improvement: Performance evaluation and continual service enhancement

Course Benefits 

• Strategic Expertise: Build leadership skills in ISO 20000 implementation 

• Career Enhancement: Ideal for Service Managers, Consultants, and ITSM Coordinators 

• Implementation Tools: Includes planning templates and real-world case studies 

• Standards Alignment: Helps embed ISO 20000 within broader service strategies 

The ISO 20000 Lead Implementer Training Course is designed for professionals responsible for implementing and managing an IT Service Management system based on the ISO 20000 standard. Here are the professionals who will benefit the most from this course: 

• IT Service Managers and Directors 

• Quality Assurance Professionals 

• IT Project Managers 

• Service Delivery Managers 

• IT Auditors 

• IT Process Owners 

• Service Desk Managers 

Module 1: Information Technology Service Management (ITSM) 

• Business Case 

• Define the Scope of ITSMS 

• IT Service Management 

• Benefits of IT Service Management 

• ITSMS Policy 

• Documentation of Process and Procedures 

• Process Approach 

• Principles of Information Technology 

• Develop a Project Plan 

• Accounting the IT Services 

• Accounting and Budgeting 

Module 2: Introduction and Background to ISO/IEC 20000 

• What is ISO/IEC 20000? 

• Benefits of ISO/IEC 20000 

• ISO/IEC 20000 – Parts 

Module 3: Scope 

• General 

• Application 

Module 4: Terms and Definitions 

• Introduction 

• Terms Specific to Management System Standards 

• Terms Specific to Service Management 

Module 5: Context of the Organisation 

• Understanding the Organisation and its Context 

• Understanding the Needs and Expectations of Interested Parties 

• Determining the Scope of the Service Management System 

• Service Management System 

Module 6: Introduction to Auditing 

• Define Auditing 

• Types of Audits 

• Audit Terminology 

• Benefits of Auditing 

Module 7: Auditing Roles and Principles 

• Auditing Roles 

• Audit Team 

• Maintaining Confidentiality 

• Independence 

• Evidence-Based Approach 

• Integrity 

• Fair Presentation of Audit Reports 

Module 8: Responsibilities of the Auditor 

• Management of Personnel 

• Preparing Checklist 

• Scope of Work 

• Managing an Audit Process 

• Communication at All Levels of Organisation 

Module 9: Skills and Competencies of an Internal Auditor 

• Personal Attributes 

• Skills 

• Knowledge 

Module 10: Purpose of Internal Auditing 

• Detection 

• Sampling for Auditors 

• Nonconformities 

• Agreeing Nonconformities 

• Categorise Nonconformities 

• Protection and Prevention 

• Corrective Action 

• Checking Corrective Action 

• Listing of Corrective Actions Requests 

Module 11: Leadership 

• Leadership and Commitment 

• Policy 

• Organisational Roles, Responsibilities, and Authorities 

Module 12: Planning 

• Actions to Address Risks and Opportunities 

• Service Management Objectives and Planning to Achieve Them 

• Plan the Service Management System 

Module 13: Support of the Service Management System 

• Resources 

• Competence 

• Awareness 

• Communication 

• Documented Information 

• Knowledge 

Module 14: Implementation Guidance and Types 

• Service Delivery Process 

• Resolution Process 

• Relationship Process 

• Control Process 

Module 15: Control, Monitor, and Measure 

• Monitoring the Processes 

• Internal Auditor 

• Development of Metrics 

• Performance Indicators and Dashboards 

• Managing the Reviews 

• Implementation of the Continual Improvement Protocol 

• Preparing Audits 

• Managing Contractual Disputes 

Module 16: Operation of the Service Management System 

• Operational Planning and Control 

• Service Portfolio 

• Relationship and Agreement 

• Supply and Demand 

• Service Design, Build, and Transition 

• Resolution and Fulfilment 

• Service Assurance 

Module 17: Introduction to Lead Auditor 

• Definition of Lead Auditor 

• Benefits of Auditing 

Module 18: On-Site Auditing 

• On-Site Auditing Objectives 

• Conduct Interview 

• Create and Evaluate Checklist 

• Questionnaires for Data Collection 

• Conduct Document Review 

• Evaluate the Work Done 

• Provide Sample 

Module 19: Remote Auditing 

• Introduction 

• Benefits of Remote Auditing 

• Barriers of Remote Auditing 

• Observe Work Through Surveillance at Workplace 

• Types of Surveillance 

• Enhancing Interaction Through Communication 

• Conduct Document Reviews with Auditees 

• Data Analysis 

By the end of the course, learners will be able to: 

• Lead ISO 20000 implementation initiatives in service-driven environments 

• Develop and apply service management policies and procedures 

• Align ITSM activities with organisational and compliance goals 

• Manage documentation and process controls across the SMS lifecycle 

• Support certification readiness and continual service improvement  

To achieve the ISO 20000 Lead Implementer, candidates will need to sit for an examination. The exam format is as follows:  

• Question Type: Multiple Choice  

• Total Questions: 30  

• Total Marks: 30 Marks  

• Pass Mark: 50%, or 15/30 Marks  

• Duration: 40 Minutes 

• Open Book/ Closed Book: Closed Book