It is a four-day course that develops the expertise to establish, implement, manage, and maintain an SMS based on ISO/IEC 20000-1:2018, including planning, operational control, monitoring, and certification audit preparation.
ISO/IEC 20000 Lead Implementer training is designed for professionals who need to translate ISO/IEC 20000-1:2018 requirements into an operational Service Management System (SMS). The course focuses on implementation work: defining scope, policies, roles, and objectives, and building the processes that improve service quality and customer satisfaction.The program begins with initiation activities and understanding organizational context, gap analysis, and SMS scope. It then covers implementation planning, including leadership, policies, objectives, risks and opportunities, resources, competence, awareness, communication, and documented information.Implementation topics include service portfolio, relationship and agreement management, supply and demand, service design/build/transition, resolution and fulfillment, and service assurance. The course concludes with monitoring, measurement, analysis and evaluation, internal audit, management review, treatment of nonconformities, continual improvement, and preparation for the certification audit.Exam fees are included, certification is available, and the exam is online with a stated duration of three hours.
Implementers add value when they make the SMS operational: clear scope and policies, defined roles, and controls tied to service delivery outcomes. Keep the monitoring loop tight—internal audits and management reviews should lead to corrective actions and measurable improvement.
“Support an organization in establishing, implementing, managing and maintaining a Service Management System (SMS) based on ISO/IEC 20000-1.”
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