ISO 20000 :2018 Lead Implementor Certification Training

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ISO 20000:2018 Lead Implementer

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.

Last updated Feb 2025

Course Fee -

$ 1299

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*taxes may applicable

Training By

Knowlathon

Certificate By

TUV Rheinland

Duration

32 Hours

Learning Aids

Yes

Practice Exam

Yes

LMS Access

Yes

K-Prime Warranty

Yes

Target Audience of ISO 20000:2018 Lead Implementer Certification

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

Pre-requisites of ISO 20000:2018 Lead Implementer Certification Training

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.

ISO 20000:2018 Lead Implementer Exam and Certification Information

Duration: 02 hours

Number of Questions: 100 (Multiple Choice) 

Pass mark: 70%

Open book: No 

Electronic equipment allowed: No

ISO 20000:2018 Lead Implementer Certification Journey

Introduction to ISO/IEC 20000 series and the initiation of an SMS

Training course objectives and structure
ISO standards and ISO/IEC 20000 series
Fundamental concepts of service management and the SMS
Initiation of the SMS implementation
The organization and its context
Analysis of the existing system
SMS scope

Implementation plan of an SMS

Leadership and commitment
Service management policies and objectives
Risk assessment
Resources and competence
Awareness and communication
Documented information

Implementation of an SMS

Service portfolio
Relationship and agreement
Supply and demand
Service design, build, and transition
Resolution and fulfillment
Service assurance

SMS monitoring, continual improvement, and preparation for the certification audit

Monitoring, measurement, analysis, and evaluation
Internal audit
Management review
Treatment of nonconformities
Continual improvement
Preparation for the certification audit
Closing of the training course

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