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Training Programs > PECB > ISO/IEC 20000 IT Service Management System
Training Programs > PECB > ISO/IEC 20000 IT Service Management System
ISO/IEC 20000 IT Service Management System

Imagine that your organization has a tool that supports every step of service lifecycle, from ideation to planning, from delivery to improvement. Such a tool exists in the form of a service management system, based on an internationally recognized standard: ISO/IEC 20000-1.

ISO/IEC 20000 IT Service Management System

Develop the knowledge and skills necessary to support an organization in establishing, implementing, managing, and maintaining an IT Service Management System based on ISO 20000.

Learning Formats

Why Should You Attend?
The PECB Certified ISO/IEC 20000 Foundation training course presents the basic concepts of service management and the requirements of ISO/IEC 20000-1 for a service management system (SMS). In this training course you will learn about the various aspects of an SMS, including the context of the organization, top management involvement and activities, planning and resources for the SMS, controls and measures for service delivery activities, performance evaluations, and continual improvement activities.
After completing the training course, you can sit for the exam. If you successfully pass the exam, you can apply for the “PECB Certificate Holder in ISO/IEC 20000 Foundation” certificate. An internationally recognized “PECB ISO/IEC 20000 Foundation” certificate demonstrates that you have an overall knowledge of ISO/IEC 20000-1 requirements for an SMS and allows you to be part of SMS implementation projects.
Who should attend?
The ISO/IEC 20000 Foundation training course is intended for:

  • Managers and consultants seeking to acquaint themselves with ISO/IEC 20000-1 requirements for an SMS.

  • Personnel responsible for managing, maintaining, and improving services and service delivery capabilities.

  • Aspiring professionals seeking knowledge about basic concepts of service management.

  • Members of SMS implementation and operation teams.

  • Individuals wishing to pursue a career in service management.

Learning Objectives
By participating in this training course, you will:

  • Understand the basic service management concepts, definitions, and approaches.

  • Get acquainted with the ISO/IEC 20000-1 requirements for a service management system.

  • Develop a general understanding of how an organization can meet the requirements of ISO/IEC 20000-1.

Educational Approach
The training course is participant centered and contains:

  • Lecture sessions illustrated with graphics, examples, and discussions.

  • Interactions between participants by means of questions and suggestions.

  • Quizzes with similar structure to the certificate exam.

Prerequisites
There are no prerequisites to participate in this training course.
Available Learning Formats
Self Study/ Self-Paced
  • Official PECB PDF Materials.
  • Official PECB Online Exam.
  • Official PECB Certification.
  • Free Retake if needed.
Download Brochure

Physical Classroom/ Instructor-Led

  • Attendance of a physical face to face training.
  • Official PECB PDF Materials.
  • Official PECB Online Exam.
  • Official PECB Certification & Attendance Record.
  • Free Retake if needed
Download Brochure
Virtual Classroom/ Instructor-Led
  • Attendance of an online live training.
  • Official PECB PDF Materials.
  • Official PECB Online Exam.
  • Official PECB Certification & Attendance Record.
  • Free Retake if needed
Download Brochure
Enroll Now

Learning Formats

Why Should You Attend?
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.

The training course aims to provide in-depth understanding of ISO/IEC 20000-1 requirements, as well as good practices and approaches used for the implementation and subsequent maintenance of the service management system.

After attending the training course, you can take the exam. If you pass, you can apply for the “PECB Certified ISO/IEC 20000 Lead Implementer” credential. Internationally recognized, the “PECB Certified ISO/IEC 20000 Lead Implementer” certificate validates your professional capabilities and competence in implementing an SMS based on the requirements of ISO/IEC 20000-1.
Who Should Attend?
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.

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.

Educational Approach
This training course is participant centered and contains:

  • Theories, approaches, and good practices used in service management.

  • Lecture sessions, which are illustrated with examples and practical exercises based on a case study that include discussions.

  • Interactions made between participants by means of questions and suggestions.

Prerequisites

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.

Available Learning Formats
Self Study/ Self-Paced
  • Official PECB PDF Materials.
  • Official PECB Online Exam.
  • Official PECB Certification.
  • Free Retake if needed.
Download Brochure

Physical Classroom/ Instructor-Led

  • Attendance of a physical face to face training.
  • Official PECB PDF Materials.
  • Official PECB Online Exam.
  • Official PECB Certification & Attendance Record.
  • Free Retake if needed
Download Brochure
Virtual Classroom/ Instructor-Led
  • Attendance of an online live training.
  • Official PECB PDF Materials.
  • Official PECB Online Exam.
  • Official PECB Certification & Attendance Record.
  • Free Retake if needed
Download Brochure
Enroll Now

Learning Formats

Why should you attend?
The PECB ISO/IEC 20000 Lead Auditor training course provides you with the necessary knowledge and skills to conduct service management system (SMS) audits in accordance with widely recognized audit principles, procedures, and techniques. This training course has been developed to reflect the importance of an effective SMS audit. It aims to strengthen your skill set regarding the planning and conducting SMS audits in compliance with the requirements of ISO/IEC 17021-1, the recommendations of ISO 19011, and other best practices of auditing.
This training course also provides exercises, quizzes, and practical examples to help you understand the most important aspects of SMS audits. It elaborates, among others, on the practical aspects, such as the interpretation of ISO/IEC 20000-1 requirements in the context of an audit, the application of principles of auditing, the audit methods, the evidence collection and verification, the leading of an audit team, the drafting of nonconformity reports, and the preparation of the final audit report.
The successful completion of the training course is followed by an exam. If you pass the exam, you can apply for the “PECB Certified ISO/IEC 20000 Lead Auditor” credential. The internationally recognized “PECB ISO/IEC 20000 Lead Auditor” certificate demonstrates your professional capabilities and your ability to audit an SMS based on ISO/IEC 20000-1.
Who should attend?
The ISO/IEC 20000 Lead Auditor training course is intended for:

  • Auditors seeking to conduct and lead SMS audits.

  • Managers or consultants seeking to master the SMS audit process.

  • Individuals responsible for maintaining conformity to ISO/IEC 20000-1 requirements in an organization.

  • Technical experts seeking to prepare organizations for an SMS certification audit.

  • Expert advisors in service management.

Learning Objectives
By the end of this training course, the participants will be able to:

  • Explain the fundamental concepts and principles of a service management system (SMS) based on ISO/IEC 20000-1.

  • Interpret the ISO/IEC 20000-1 requirements for an SMS from the perspective of an auditor.

  • Evaluate the SMS conformity to ISO/IEC 20000-1 requirements, in accordance with the fundamental audit concepts and principles.

  • Plan, conduct, and close an ISO/IEC 20000-1 audit, in accordance with ISO/IEC 17021-1 requirements, ISO 19011 guidelines, and other best practices of auditing.

  • Manage an ISO/IEC 20000-1 audit program.

Educational Approach
This training course is participant centered and contains:

  • Theories, approaches, and best practices used in service management system audits.

  • Lecture sessions illustrated with practical examples.

  • Practical exercises based on a case study and discussions.

  • Interaction between participants by means of questions and suggestions.

  • Exercises tailored to prepare the participants for the certification exam.

Prerequisites

The main requirements for participating in this training course are a fundamental understanding of ISO/IEC 20000-1 requirements and a comprehensive knowledge of audit principles.

Available Learning Formats
Self Study/ Self-Paced
  • Official PECB PDF Materials.
  • Official PECB Online Exam.
  • Official PECB Certification.
  • Free Retake if needed.
Download Brochure

Physical Classroom/ Instructor-Led

  • Attendance of a physical face to face training.
  • Official PECB PDF Materials.
  • Official PECB Online Exam.
  • Official PECB Certification & Attendance Record.
  • Free Retake if needed
Download Brochure
Virtual Classroom/ Instructor-Led
  • Attendance of an online live training.
  • Official PECB PDF Materials.
  • Official PECB Online Exam.
  • Official PECB Certification & Attendance Record.
  • Free Retake if needed
Download Brochure
Enroll Now

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