Certified ISO/IEC 20000 Lead Implementer

ISO/IEC 20000 Lead Implementer – Course Overview

Why Should You Attend?

Implementing a Service Management System (SMS) based on ISO/IEC 20000-1 enables organizations to deliver high-quality services, enhance customer satisfaction, and improve overall efficiency. The standard is built on ISO’s High-Level Structure (HLS), allowing for smooth integration with other management systems, and provides a proven framework for managing service delivery and continual improvement.

This training course provides in-depth knowledge of ISO/IEC 20000-1 requirements and practical guidance on implementing and maintaining an effective SMS. It helps participants establish a solid foundation for service management practices aligned with international standards.

After completing the course and passing the exam, you can apply for the PECB Certified ISO/IEC 20000 Lead Implementer credential—an internationally recognized certification that validates your ability to implement and manage a compliant SMS.

Who Should Attend?

This course is intended for:

• Managers and consultants involved in SMS implementation
• Employees aiming to enhance service delivery and value creation
• Project managers, expert advisors, and consultants in service management
• Professionals responsible for maintaining ISO/IEC 20000-1 compliance
• Members of SMS implementation teams

Learning Objectives

Participants will learn to:

• Understand key concepts, methods, and tools for implementing and managing an SMS
• Recognize the relationship between ISO/IEC 20000-1 and other ISO standards
• Interpret ISO/IEC 20000-1 requirements in the context of a specific organization
• Support planning, implementation, monitoring, and continual improvement of an SMS
• Provide expert guidance on SMS best practices

Educational Approach

• Participant-centered training using case studies and interactive discussions
• Theoretical content supported by practical examples and exercises
• Group collaboration through questions and shared insights

Prerequisites

Participants should have:

• Basic knowledge of ISO management system standards
• General understanding of ISO/IEC 20000-1
• Awareness of management system implementation principles