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ISO 20000 Lead Implementer Training & Certification

ISO 20000 Lead Implementer

ISO 20000 Lead Implementer Training & Certification

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.

Last updated May 2025

Course Fee -

$ 1299

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*taxes may applicable

Training By

Knowlathon

Certificate By

TUV Rheinland

Duration

32 Hours

Learning Aids

Yes

Practice Exam

Yes

LMS Access

Yes

K-Prime Warranty

Yes

Target Audience of ISO 20000 Lead Implementer Certification

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

Pre-requisites of ISO 20000 Lead Implementer Certification Training

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.

ISO 20000 Lead Implementer Exam and Certification Information

Duration: 02 hours

Number of Questions: 100 (Multiple Choice) 

Pass mark: 70%

Open book: No 

Electronic equipment allowed: No

ISO 20000 Lead Implementer Certification Journey

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

Frequently Asked Questions.

Why should I become an ISO 20000 Lead Implementer?

Becoming an ISO 20000 Lead Implementer offers several valuable advantages, such as: • Improved career opportunities and the potential for increased income. • Acknowledgment as a skilled and proficient IT Service Management (ITSM) professional. • The ability to successfully manage and lead ISO 20000 implementation projects. • A deeper understanding of industry best practices in IT service management. • The opportunity to enhance organizational performance, drive customer satisfaction, and ensure compliance with global standards.

How does ISO 20000 relate to ITIL?

ISO 20000 is an internationally recognized standard for IT Service Management Systems (SMS), outlining the framework and requirements for establishing, implementing, maintaining, and enhancing an SMS. On the other hand, ITIL (Information Technology Infrastructure Library) is a popular framework of best practices for IT service management that can be leveraged to support the adoption of ISO 20000. The two are complementary, with ITIL offering practical guidance on how to fulfill the specific requirements set by ISO 20000.

What are the key benefits of ISO 20000 certification for organizations?

For organizations, obtaining ISO 20000 certification, typically supported by a Lead Implementer, brings several key advantages, including: • Improved IT service quality and reliability. • Greater customer confidence and satisfaction. • Stronger alignment of IT services with business goals. • Increased operational efficiency and cost reduction. • A structured approach for the continuous improvement of IT services. • A competitive edge and enhanced market differentiation.

What is the difference between ISO 20000 and other IT management frameworks?

ISO 20000 is a formal, certifiable standard that sets clear, auditable requirements for an IT Service Management System. In contrast, frameworks like ITIL offer best-practice guidelines but do not require formal certification. While ISO 20000 outlines what needs to be implemented, frameworks like ITIL typically focus on how to achieve those objectives.

Who is the ISO 20000 standard intended for?

The ISO 20000 standard is designed for organizations that deliver IT services, whether internally or externally. It applies to organizations of all sizes and industries, regardless of the specific IT services they provide.

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ISO 20000 Lead Implementer Training & Certification

Target Audience of ISO 20000 Lead Implementer Certification

Pre-requisites of ISO 20000 Lead Implementer Certification Training

ISO 20000 Lead Implementer Exam and Certification Information

ISO 20000 Lead Implementer Certification Journey

Course Outline

Frequently Asked Questions.

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