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ISO/IEC 20000 Lead Implementer Certification


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ISO/IEC 20000 Lead Implementer Certification


Why Should You Attend?

The advantages of implementing a Service Management System (SMS) in compliance with the requirements of ISO/IEC 20000-1 are multifaceted and impactful. The SMS is structured according to ISO’s high-level structure (HLS), simplifying its integration with existing management systems. This standard incorporates industry-proven practices that enhance service management. Requirements detailed in clauses 4–10 provide organizations with a structured approach for managing service provision activities and delivering value to customers. Moreover, ISO/IEC 20000-1 serves as a foundation upon which organizations can build and improve their service management practices over time.

This comprehensive training course is designed to provide an in-depth understanding of ISO/IEC 20000-1 requirements, alongside the best practices and approaches for the successful implementation and ongoing maintenance of a service management system.

Upon completion of the training course, you will have the opportunity to take the exam. If you successfully pass the exam, you can apply for the prestigious “PECB Certified ISO/IEC 20000 Lead Implementer” credential. This internationally recognized certificate not only validates your professional capabilities but also signifies your competence in implementing an SMS based on the requirements of ISO/IEC 20000-1.

Who Should Attend?

The ISO/IEC 20000 Lead Implementer training course is tailored for various professionals, including:

  • Managers and Consultants: Individuals engaged in implementing a service management system within an organization.
  • Management and Staff: Those aiming to ensure that their organizations meet service requirements and deliver value to customers.
  • Project Managers and Consultants: Professionals looking to master the implementation of a service management system based on ISO/IEC 20000-1 requirements.
  • Compliance Officers: Individuals responsible for maintaining conformity with ISO/IEC 20000-1 requirements within their organizations.
  • SMS Implementation Team Members: Those actively involved in teams responsible for SMS implementation.

Learning Objectives

By participating in this comprehensive training course, you will gain the following learning objectives:

  • Master SMS Implementation: Develop a profound understanding of the concepts, approaches, methods, and techniques employed for the effective implementation and management of an SMS.
  • Understand Standard Relationships: Recognize the correlations between ISO/IEC 20000-1, standards within the ISO/IEC 20000 series, and other ISO standards.
  • Contextual Interpretation: Gain the ability to interpret ISO/IEC 20000-1 requirements within the specific context of your organization.
  • Expert SMS Support: Acquire the knowledge and expertise necessary to effectively support your organization in planning, implementing, managing, monitoring, and maintaining an SMS.
  • Best Practice Advisory: Develop the capability to advise your organization on the implementation of SMS best practices.

Educational Approach

Our training course is thoughtfully designed to ensure an optimal learning experience:

  • Theoretical Foundation: You’ll be exposed to essential theories, approaches, and best practices used in service management.
  • Interactive Lectures: Engaging lecture sessions will be enriched with real-world examples and practical exercises based on a case study, fostering insightful discussions.
  • Peer Interaction: Active interactions between participants, including questions, suggestions, and knowledge-sharing.
  • Practical Application: Be prepared for a learning experience that closely mirrors real-world scenarios.


The main prerequisites for participation in this training course include a basic knowledge of ISO management system standards, a general understanding of ISO/IEC 20000-1, and an awareness of the principles of management system implementation.


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