Overview of Course

The ISO/IEC 20000 Lead Implementer course is designed to provide you with the knowledge and skills necessary to implement an IT service management system (ITSMS) based on ISO/IEC 20000. This course is ideal for individuals seeking to lead and manage the implementation of an ITSMS in an organization.

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Course Highlights

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Understand the key concepts & principles of ISO/IEC 20000

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Learn how to initiate, plan, implement, monitor & improve an ITSMS

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Understand the roles & responsibilities of an ITSMS implementation team

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Skills You’ll Learn


Implementing an ITSMS based on the ISO/IEC 20000 standard


Conducting a gap analysis and assessing the readiness of an organization for ISO/IEC 20000 certification


Monitoring and improving the effectiveness of an ITSMS


Managing and leading an ITSMS implementation team


Understanding the roles and responsibilities of an ITSMS implementation team

Training Options

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1-on-1 Training

USD 1300 / 110000
  • Option Item Access to live online classes
  • Option Item Flexible schedule including weekends
  • Option Item Hands-on exercises with virtual labs
  • Option Item Session recordings and learning courseware included
  • Option Item 24X7 learner support and assistance
  • Option Item Book a free demo before you commit!
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Corporate Training

On Request
  • Option Item Everything in 1-on-1 Training plus
  • Option Item Custom Curriculum
  • Option Item Extended access to virtual labs
  • Option Item Detailed reporting of every candidate
  • Option Item Projects and assessments
  • Option Item Consulting Support
  • Option Item Training aligned to business outcomes
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  • 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

  • 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

  • Change, configuration, release, capacity and availability management
  • Service continuity and security management
  • Incident and problem management
  • Operations management of an SMS

  • 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                               
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Target Audience:

  • IT professionals
  • IT service managers
  • IT service delivery managers
  • IT service support managers
  • IT consultants
  • Individuals seeking to lead and manage an ITSMS implementation
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  • Basic understanding of IT service management concepts
  • Familiarity with ISO/IEC 20000 is recommended but not required


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Benefits of the course:

  • Gain the knowledge and skills necessary to implement an ITSMS based on ISO/IEC 20000
  • Understand the importance of continuous improvement in IT service management
  • Develop the skills necessary to manage and lead an ITSMS implementation team
  • Improve your career prospects and earning potential
  • Receive a globally recognized certification in IT service management
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Exam details to pass the course:

  • Exam format: Multiple choice
  • Number of questions: 40
  • Pass mark: 65%
  • Exam duration: 90 minutes
  • Open book: No


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Certification path:

  • ISO/IEC 20000 Lead Implementer
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Career options after doing the course:

  • IT Service Manager
  • IT Service Delivery Manager
  • IT Service Support Manager
  • IT Consultant
  • IT Project Manager


Why should you take this course from Skillzcafe:

Why should you take this course from Skillzcafe:
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ISO/IEC 20000 is the international standard for IT service management. It provides a framework for the effective delivery of IT services and helps organizations to improve their IT service management practices.

ISO/IEC 20000 certification demonstrates that an organization has implemented an effective IT service management system and is committed to continuous improvement. It can help organizations to improve their IT service delivery, reduce costs, and increase customer satisfaction.

Basic understanding of IT service management concepts is recommended, but not required.

The exam format is multiple choice with 40 questions. The pass mark is 65% and the exam duration is 90 minutes. It is not an open book exam.

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