ISO/IEC 20000 Lead Implementer | PECB
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• 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

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

• Duration : 3 Hours
• Question format : Essay-type questions
• Exam language : English

• 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
• 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
• Change management
• Configuration and release management
• Capacity and availability management
• Service continuity and security management
• Incident and problem management
• Operations management 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