PECB ISO 20000 IT service management Lead Implementer
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PECB ISO 20000 IT Service Management

The ISO 20000 IT Service Management Lead Implementer certification are professional certifications for professionals needing to implement an Service Management System (SMS) and, in case of the ISO/IEC 20000 Lead Implementer Certification, needing to manage an implementation project.

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  • 40 Hours
  • 10 Modules
  • Beginner

Course Overivew

  • The ISO 20000 is recognized as the first international standard for service management, which states the requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain, and improve an SMS.
  • The standard includes two main parts which enable service providers to identify methods to develop the quality of the services they deliver to their clients, both internally and externally whereby:
  • Part 1 specifies the requirements for developing and implementing a service management system and
  • Part 2 includes guidance on the application of service management systems within the scope of ISO/IEC 20000-1.
  • 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.

 

  • Improved credibility
  • Increased client satisfaction
  • Increased comprehension of business objectives
  • Improved brand reputation
  • Development of new capabilities
  • Leveraged ITIL experience
  • Increased ability to plan and control
  • Reducing response time
  • Decreased incidents
  • Creates a culture of continuous improvement
  • Gain competitive advantage
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Course Benefits:
  • Hands-on learning with up to Date Projects.
  • Specialized Courses designed by Industry Experts.
  • Official Course Material and Additional Self Study Resources.
  • Assignment and Project Evaluation.
  • Certificate of Completion.

Day 1 Introduction to ISO/IEC 20000 series and the initiation of an SMS

  • Training course objectives and structure
  • ISO standards and ISO/IEC 20000 series
  • Fundamental concepts of service management and the SMS
  • Initiation of the SMS implementation
  • The organization and its context
  • Analysis of the existing system
  • SMS scope

Day 2 Implementation plan of an SMS

  • Leadership and commitment
  • Service management policies and objectives
  • Risk assessment
  • Resources and competence
  • Awareness and communication
  • Documented information

Day 3 Implementation of an SMS

  • Service portfolio
  • Relationship and agreement
  • Supply and demand
  • Service design, build, and transition
  • Resolution and fulfillment
  • Service assurance

Day 4 SMS monitoring, continual improvement, and preparation for the certification audit

  • Monitoring, measurement, analysis, and evaluation
  • Internal audit
  • Management review
  • Treatment of nonconformities
  • Continual improvement
  • Preparation for the certification audit
  • Closing of the training course

Day 5 Certification Exam

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

The ISO/IEC 20000 Lead Implementer training course is intended for:

  • 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
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Prerequisites

  • 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.

This course is available at :

Classroom Training

Cairo
Giza
Onsite

Online Training

Virtual Interactive Instructor LED
Self-Paced Training
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