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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 


Target audience  


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 




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. 


Exam and Certification information 


Duration: 02 hours 

Number of Questions: 100 (Multiple Choice)  

Pass mark: 70% 

Open book: No  

Electronic equipment allowed: No


Course Outline

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 
Implementation plan of an SMS
  • Leadership and commitment 
  • Service management policies and objectives 
  • Risk assessment 
  • Resources and competence  
  • Awareness and communication  
  • Documented information 
Implementation of an SMS
  • Service portfolio  
  • Relationship and agreement 
  • Supply and demand 
  • Service design, build, and transition 
  • Resolution and fulfillment 
  • Service assurance 
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 

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