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ISO/IEC 20000 Lead Implementer Self-Study Training Course

A training of SGS Academy

About the Course

The ISO/IEC 20000 Lead Implementer self-study training course is certificated by PECB and meets the requirements of the PECB Examination and Certification Program (ECP). 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. 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 and 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 also allows the organization to establish a baseline upon which it can improve in the future.

International Certifications

What Will You Gain from This Course?

Fundamental Principles and Concepts of a Service Management System (SMS)
This module introduces the core principles of a Service Management System (SMS), highlighting its role in delivering efficient, reliable, and high-quality services. Participants will explore key service management concepts, including customer focus, process optimization, risk management, and continual improvement, all essential for aligning service delivery with business goals.
Service Management System (SMS) Requirements
Understanding the requirements of an SMS is critical for effective implementation. This module covers the structural and operational elements of an SMS as defined by ISO/IEC 20000-1, including leadership involvement, service planning, resource management, and compliance with regulatory and contractual obligations.
Planning an SMS Implementation Based on ISO/IEC 20000-1
A successful SMS implementation requires a well-structured plan. This module focuses on the planning phase, covering service strategy development, risk assessments, resource allocation, and defining objectives to ensure smooth integration with existing organizational processes.
Implementing an SMS Based on ISO/IEC 20000-1
Once the plan is established, organizations must take actionable steps to implement their SMS. This module covers the practical implementation of an SMS, including process design, documentation management, employee training, service performance monitoring, and compliance alignment with ISO/IEC 20000-1.
Monitoring and Measurement of an SMS Based on ISO/IEC 20000-1
An effective SMS requires continuous performance monitoring and measurement. This module provides insights into key performance indicators (KPIs), internal audits, service reporting, and methods for tracking service efficiency and compliance to identify areas of improvement.
Continual Improvement of an SMS Based on ISO/IEC 20000-1
To maintain long-term effectiveness, organizations must focus on continual improvement. This module explores strategies for ongoing SMS enhancement, including root cause analysis, corrective and preventive actions, process optimization, and innovation in service management.
Preparation for an SMS Certification Audit
Organizations seeking ISO/IEC 20000-1 certification must undergo a comprehensive audit. This module prepares learners for the certification process, covering audit readiness, documentation requirements, common non-conformities, and best practices to ensure successful certification and long-term SMS compliance.

Precio Normal

$997.000COP

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    What's Included?

    Online
    Spanish Audio
    Spanish, English
    Level: Advanced
    Limited Access
    16 Hours

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