Book Course

Home Book Course ISO Management Systems ISO 20000 ISO 20000 Lead Implementer

ISO 20000 Lead Implementer


ISO 20000 Lead Implementer

The ISO 20000 Lead Implementer training from IPCert allows course participants to get acquire skills in providing support to an organization which implements and manages an IT Service Management System. You also get to learn ISO 20000 best practices to plan and implement ITSM processes: service delivery processes, planning and implementation of new and modified services, control processes, relationship management processes, release processes and problem resolution processes.

After mastering all the necessary concepts of a Service Management System based on the ISO/IEC 20000-1 standard, you can sit for the exam and, if you successfully pass the exam, you can apply for a “PECB Certified ISO/IEC 20000 Lead Implementer” credential. By holding a IPCert Lead Implementer certificate, you will be able to demonstrate that you have the practical knowledge and professional capabilities to implement, manage and maintain an organization’s SMS based on the ISO/IEC 20000-1 standard.

Who Should Attend?

  • Project managers or consultants willing to implement of a Service Management System (SMS)
  • ISO 20000 auditors who wish to fully understand the SMS implementation process
  • Individuals responsible for the SMS conformity in an organization
  • Technical experts wanting to prepare for an SMS function

Learning objectives

  • Master the concepts, approaches, methods and techniques used for the implementation and effective management of an SMS
  • Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory frameworks
  • Learn how to interpret the ISO/IEC 20000-1 requirements in the specific context of an organization
  • Learn how to support an organization in effectively planning, implementing, managing, monitoring and maintaining an SMS
  • Acquire the expertise to advise an organization in implementing Service Management System best practices


  • Introduction to Service Management System (SMS) concepts as required by ISO 20000; initiating an SMS
  • Planning an SMS based on ISO 20000
  • Implementing an SMS based on ISO 20000
  • Controlling, monitoring, measuring and improving an SMS certification audit of an SMS in accordance with ISO 20000


A fundamental understanding of the ISO/IEC 20000-1 standard, implementation principles and service management concepts.