About This Course
The ISO/IEC 20000-1 Lead Implementer programme gives you the practical skills to plan, implement, manage and continually improve a IT service management system (SMS). Delivered fully self-paced and online, it follows a proven best-practice approach — from securing management buy-in and defining scope, to deploying controls, monitoring performance and preparing for certification.
ISO/IEC 20000-1 is the international standard for IT service management, specifying requirements for delivering managed services of acceptable quality. By the end you’ll be ready to lead a SMS implementation project and help your organisation achieve ISO/IEC 20000-1 certification.
Course Information
What You Will Learn
Course Curriculum
- Core concepts of IT Service Management
- The ISO/IEC 20000-1 framework and requirements
- Securing management commitment
- Defining scope, policy and objectives
- Risk and opportunity assessment
- Setting objectives and operational planning
- Service portfolio and service design
- Service delivery and support processes
- Deploying processes and controls
- Documented information and records
- Awareness, training and communication
- Relationship, supply and resolution processes
- Monitoring, measurement and evaluation
- Internal audit and management review
- Nonconformity and corrective action
- Alignment with ITIL practices
- The competency domains
- Revision and exam technique
- Booking and sitting the PECB exam
Get the Full Syllabus as a PDF
Curriculum, exam format & everything included — sent straight to your inbox.
All You Need to Know
This programme suits professionals responsible for building or running a SMS, including managers, consultants, IT Service Management specialists and project team members preparing an organisation for ISO/IEC 20000-1 certification.
A fundamental understanding of ISO/IEC 20000-1 is recommended. If you’re new to the standard, the Foundation-level programme is a good starting point.
The programme prepares you for the PECB Certified ISO/IEC 20000-1 Lead Implementer exam, which assesses the competency domains for designing, implementing and managing a SMS. Completing the training also earns 31 CPD credits.
Frequently Asked Questions
Yes — it is delivered online and self-paced, covering the same competency domains as PECB’s instructor-led programme so you can study around your schedule.
Lead Implementer prepares you to build and run a SMS; Lead Auditor prepares you to audit one against ISO/IEC 20000-1. Many professionals earn both.
A fundamental understanding of ISO/IEC 20000-1 is recommended, but the programme builds the concepts up methodically.
After passing the exam and meeting PECB’s requirements you can apply for the PECB Certified ISO/IEC 20000-1 Lead Implementer credential.
Yes — the self-paced kit includes one certification exam and one free exam retake.