ISO/IEC 20000 Lead Implementer

  • 4.8(45,098 Rating)

Course Overview

The benefits of implementing a service management system (SMS) based on the requirements of ISO/IEC 20000-1 are manifold: the management system is based on ISO’s high-level structure (HLS) which allows an easier integration with existing management systems, the standard comprises practices proven to be useful in the service management industry, requirements stated in clauses 4–10 allow the organization to establish a structured approach to manage service provision activities and deliver value to its customers, the standard allows the organization to establish a baseline upon which it can improve in the future.

The training course aims to provide in-depth understanding of ISO/IEC 20000-1 requirements, as well as good practices and approaches used for the implementation and subsequent maintenance of the service management system.

After attending the training course, you can take the exam. If you pass, you can apply for the “PECB Certified ISO/IEC 20000 Lead Implementer” credential. Internationally recognized, the “PECB Certified ISO/IEC 20000 Lead Implementer” certificate validates your professional capabilities and competence in implementing an SMS based on the requirements of ISO/IEC 20000-1.

Learning objectives

This training course enables you to:

  • Gain a comprehensive understanding of the concepts, approaches, methods, and techniques used for the implementation and effective management of an SMS
  • Acknowledge the correlation between ISO/IEC 20000-1, standards in the ISO/IEC 20000 series, and other ISO standards
  • Gain the ability to interpret the requirements of ISO/IEC 20000-1 in the specific context of an organization
  • Develop the necessary knowledge and expertise to support an organization in effectively planning, implementing, managing, monitoring, and maintaining an SMS
  • Acquire the expertise to advise an organization in implementing SMS best practices

Educational approach

This training course is participant centered and contains:

  • Theories, approaches, and good practices used in service management
  • Lecture sessions, which are illustrated with examples and practical exercises based on a case study that include discussions
  • Interactions made between participants by means of questions and suggestions


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

Target Audiance

  • Managers or consultants involved in and concerned with the implementation of a service management system in an organization
  • Managers and employees seeking to help their organization meet the service requirements and deliver value
  • Project managers, consultants, or expert advisers seeking to master the implementation of a service management system based on the requirements of ISO/IEC 20000-1
  • Individuals responsible for maintaining conformity with the ISO/IEC 20000-1 requirements in an organization
  • Members of an SMS implementation team

Schedule Dates

ISO/IEC 20000 Lead Implementer
27 May 2024 - 31 May 2024
ISO/IEC 20000 Lead Implementer
02 September 2024 - 06 September 2024
ISO/IEC 20000 Lead Implementer
02 December 2024 - 06 December 2024
ISO/IEC 20000 Lead Implementer
03 March 2025 - 07 March 2025

Course Content

  • Introduction to ISO/IEC 20000 series and the initiation of an SMS

  • Implementation plan of an SMS

  • Implementation of an SMS

  • SMS monitoring, continual improvement, and preparation for the certification audit

  • Certification Exam


ISO/IEC 20000 Lead Implementer refers to an advanced level of training and certification focused on equipping professionals with the knowledge, skills, and tools necessary to lead the implementation of an Information Technology Service Management System (ITSMS) based on the ISO/IEC 20000 standard. This certification enables individuals to effectively plan, execute, monitor, and improve an ITSMS to meet the specific requirements of ISO/IEC 20000 within organizations providing IT services.

ISO/IEC 20000 Lead Implementer certification is ideal for IT service managers, IT quality managers, IT project managers, IT professionals, and individuals responsible for managing IT services within organizations. It is also valuable for consultants and auditors seeking to specialize in IT service management and compliance with ISO/IEC 20000 requirements.

ISO/IEC 20000 Lead Implementer training covers a comprehensive range of topics, including the principles and requirements of ISO/IEC 20000, IT service management processes, documentation and implementation of ITSMS, service management planning, service delivery and support, service level management, service continuity and availability management, capacity and performance management, information security management, supplier management, and continual improvement of ITSMS. Participants also learn about the importance of customer focus, leadership, and the role of top management in ensuring the effectiveness of the ITSMS.

Obtaining ISO/IEC 20000 Lead Implementer certification offers several benefits, including:

  • Enhanced capability to lead and drive the successful implementation of an Information Technology Service Management System aligned with ISO/IEC 20000 requirements.
  • Increased confidence in ensuring compliance with regulatory requirements and achieving ISO/IEC 20000 certification, demonstrating competence and reliability in IT service management.
  • Improved ability to identify and address specific risks and opportunities related to IT service delivery and support, enhancing the quality, efficiency, and effectiveness of IT services.
  • Recognition as a qualified professional with specialized expertise in IT service management, leading to career advancement opportunities and professional recognition within the IT industry.
  • Contribution to the enhancement of IT service delivery and customer satisfaction through the adoption of best practices and continual improvement activities.
Start learning with 15.8k students around the world.
  • 3.3k
  • 100+
    Certified Instructors
  • 99.9%
    Success Rate
Open chat
How Can We Help You?