PECB Certified ISO 20000 Lead Implementer

Mastering the Implemantation and Management of a Service Management System (SMS) Based on ISO 20000

ISO/IEC 20000-1 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.


This five-day intensive course enables the participants to develop the necessary expertise to support an organization in implementing and managing a Service Management System as specified in ISO/IEC 20000-1. Also, the participant will gain a thorough understanding of in best practices for planning and implementing Service Management processes starting from the six fields of ISO/IEC 20000-1: planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes. This training is fully compatible with ISO/IEC 20000-2 (Guidelines for the Implementation of an SMS) .

Course Agenda

Introduction to Service Management System (SMS) concepts as required by ISO 20000 Initiating an SMS

  • Presentation of the ISO 20000 family of standards and comparison with ITIL V2 and V3
  • Fundamental principles of Service Management System
  • Preliminary analysis and establishment of the maturity level of an existing SMS
  • Writing a business case and a project plan for the implementation of an SMS

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 and SLAs
  • Budgeting and accounting for IT services
  • Implementing an SMS based on ISO 20000
  • Change, configuration, release, capacity and availability management
  • Service continuity and security management
  • Incident and problem management
  • Operations management of an SMS

Controlling, monitoring, measuring and improving an SMS certification audit of an SMS in accordance with ISO/IEC 20000-1

  • Controlling and monitoring an SMS
  • Development of metrics, performance indicators and dashboards
  • ISO 20000 internal Audit and Management review
  • Implementation of a continual improvement program
  • Preparing for an ISO 20000 certification audit
  • Certification Exam