ISO 20000:2018 Lead Implementer

Introduction:

The ISO/IEC 20000:2018 Lead Implementer course is designed to equip professionals with the knowledge and skills necessary to plan, implement, manage, and maintain a service management system (SMS) compliant with the ISO 20000 standard. This training program focuses on practical strategies for effectively applying ISO 20000 requirements within organizations to enhance service delivery and customer satisfaction.

Learning Focus:

• Understanding the principles, requirements, and benefits of ISO/IEC 20000:2018 certification.
• Learning how to interpret ISO 20000 requirements and tailor them to organizational needs.
• Developing a comprehensive implementation plan for establishing an ISO 20000compliant SMS.
• Identifying and addressing gaps in current service management practices to achieve compliance with ISO 20000.
• Implementing service planning, design, transition, delivery, and improvement processes in alignment with ISO 20000 requirements.
• Establishing performance metrics, monitoring service performance, and implementing corrective actions to ensure continual improvement.
• Preparing for ISO 20000:2018 Lead Implementer certification exam through simulated exercises and case studies.

Recommended Participants:

IT service managers, service delivery managers, IT professionals responsible for service management, consultants, auditors, and quality assurance professionals seeking to lead ISO 20000 implementation projects.

Prerequisites:

Participants are expected to have a fundamental understanding of IT service management concepts and familiarity with the ISO 20000 standard’s requirements before attending the Lead Implementer course.

Course Format:

The course delivery may include instructorled presentations, interactive workshops, group discussions, case studies, and roleplaying exercises to facilitate practical learning and knowledge application.

Duration of Course:

The ISO 20000:2018 Lead Implementer course typically spans three to five days, depending on the training provider’s schedule and instructional approach.