Implementer

Summary This five-day intensive course enables participants to develop the necessary expertise to support an organization in implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005. Also, the participant will gain a thorough understanding of best practices for planning and implementing IT Service Management processes starting from the six fields of ISO 20000, planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes. This training is consistent with the project management practices established in ISO 10006 (Quality Management Systems - Guidelines for Quality Management in Projects). This training is fully compatible with ISO 20000-2 (Guidelines for the Implementation of an SMS) and ITIL.

Who should attend?
Project managers or consultants wanting to prepare and to support an organization in the implementation of an IT Service Management System (SMS)
ISO 20000 auditors who wish to fully understand the IT Service Management System implementation process
Persons responsible for the IT Service or conformity in an organization
Members of an IT Service team
Expert advisors in IT
Technical experts wanting to prepare for an IT Service function or for an SMS project management function

Learning objectives
To understand the implementation of an IT Service Management System in accordance with ISO 20000
To gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System
To know the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL
To understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
To acquire the necessary expertise to support an organization in implementing, managing and maintaining an Service Management System (SMS) as specified in ISO/IEC 20000:2005
To acquire the necessary expertise to manage a team in implementing the ISO 20000 standard
To acquire the personal skills and knowledge necessary to advise an organization on the management best practices of an IT Service Management System (SMS)
To improve the analysis and decision making capabilities in an IT management context

Course agenda
Day 1: Introduction to IT Service Management System (SMS) concepts as required by ISO 20000; Initiating an SMS Introduction to management systems and the process approach
Presentation of the ISO 20000 family of standards and comparison with ITIL V2 and V3
Fundamental principles of IT Service
Preliminary analysis and establishment of the maturity level of an existing IT Service Management System based upon ISO 21827
Writing a business case and a project plan for the implementation of an SMS

Day 2: Planning an SMS based on ISO 20000 Definition of the scope of an SMS
Definition of an SMS policy and objectives
Documentation of the processes and procedures
Service level management
Budgeting and accounting for IT services
Competence management

Day 3: Implementing an SMS based on ISO 20000 Change management
Configuration and release management
Capacity and availability management
Service continuity and security management
Incident and problem management
Operations management of an SMS

Day 4: Controlling, monitoring and measuring and improving an SMS; certification audit of an SMS Controlling and Monitoring an SMS
Development of metrics, performance indicators and dashboards
ISO 20000 internal Audit
Management review of an SMS Implementation of a continual improvement program
Preparing for an ISO 20000 certification audit

Day 5: Certification Exam

Educational approach
This training is based on both theory and practice:
Sessions of lectures illustrated with examples based on real cases
Practical exercises based on a full case study including role playings and oral presentation
Review exercises to assist the exam preparation
Practice test similar to the certification exam
To benefit from the practical exercises, the number of training participants is limited

Prerequisites
ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended

Examination and Certification
The "PECB Certified ISO/IEC 20000 Lead Implementer" exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains:

• Domain 1: Fundamental principles and concepts of IT Service
• Domain 2: IT Service Best Practice based on ISO 20000-2
• Domain 3: Planning an SMS based on ISO 20000
• Domain 4: Implementing an SMS based on ISO 20000
• Domain 5: Performance evaluation, monitoring and measurement of an SMS based on ISO 20000
• Domain 6: Continual improvement of an SMS based on ISO 20000
• Domain 7: Preparing for an ISO 20000-1 certification audit
The "PECB Certified ISO/IEC 20000 Lead Implementer" exam is available in different languages (the complete list of languages can be found in the examination application form)
Duration: 3 hours
For more information about the exam, refer to PECB section on ISO 20000 Lead Implementer Exams
After successfully completing the exam, participants can apply for the credentials of PECB Certified ISO/IEC 20000 Provisional Implementer, PECB Certified ISO/IEC 20000 Implementer or PECB Certified ISO/IEC 20000 Lead Implementer, depending on their level of experience A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential For more information about ISO 20000 certifications and PECB certification process, refer to PECB section on ISO 20000 Lead Implemente

General Information
Certification fees are included in the exam price
A student manual containing over 450 pages of information and practical examples will be distributed to participants
A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued to participants
In case of failure of the exam, participants are allowed to retake the exam for free under certain conditions