What is ISO 20000 Lead Implementer?

The ISO 20000 Lead Implementer Training Course provides an in-depth understanding of ISO 20000, the internationally recognised standard for IT Service Management (ITSM). This standard ensures IT services are aligned with business needs, delivering consistent value. Mastery of ISO 20000 helps organisations streamline processes, enhance service quality, and improve customer satisfaction, making it a critical framework for modern IT environments seeking operational excellence and competitive advantage.


Proficiency in ISO 20000 is essential for IT Managers, Consultants, and Quality Assurance professionals responsible for improving IT service delivery. This expertise empowers professionals to implement and manage effective ITSM frameworks, leading to reduced costs, enhanced service quality, and better alignment with business objectives. Those managing IT processes or preparing for certification audits will find this training invaluable in driving organisational success and meeting industry standards.


This 3-day intensive training by Oakwood International equips delegates with practical skills and knowledge to implement ISO 20000 successfully within their organisations. Through interactive sessions, real-world examples, and case studies, delegates will gain insights into ITSM best practices, prepare for certification audits, and monitor service performance. By the end of the course, delegates will be ready to lead ISO 20000 implementations effectively, contributing to organisational efficiency and compliance.
 

Course Objectives:
 

  • To understand the requirements of the ISO 20000 standard
  • To gain insights into IT service management best practices
  • To develop skills to implement ISO 20000 within an organisation
  • To learn how to prepare for an ISO 20000 Certification audit
  • To understand the roles and responsibilities of an ISO 20000 Lead Implementer
  • To learn how to monitor and measure IT Service Management performance
  • To explore real-world applications of ISO 20000 principles
  • To enhance the ability to lead ITSM improvement initiatives

Upon completing the course, delegates will receive a certification recognising their expertise as an ISO 20000 Lead Implementer. This certification boosts career prospects, validates ITSM knowledge, and demonstrates a commitment to achieving IT service excellence.

Course Outline

ISO 20000 Lead Implementer

Module 1: Information Technology Service Management (ITSM)

  • Business Case
  • Define the Scope of ITSMS
  • IT Service Management
  • Benefits of IT Service Management
  • ITSMS Policy
  • Documentation of Process and Procedures
  • Process Approach
  • Principles of Information Technology
  • Develop a Project Plan
  • Accounting the IT Services
  • Accounting and Budgeting
     

Module 2: Introduction and Background to ISO/IEC 20000

  • What is ISO/IEC 20000?
  • Benefits of ISO/IEC 20000
  • ISO/IEC 20000 – Parts
     

Module 3: Scope

  • General
  • Application
     

Module 4: Terms and Definitions

  • Introduction
  • Terms Specific to Management System Standards
  • Terms Specific to Service Management
     

Module 5: Context of the Organisation

  • Understanding the Organisation and its Context
  • Understanding the Needs and Expectations of Interested Parties
  • Determining the Scope of the Service Management System
  • Service Management System
     

Module 6: Introduction to Auditing

  • Define Auditing
  • Types of Audits
  • Audit Terminology
  • Benefits of Auditing
     

Module 7: Auditing Roles and Principles

  • Auditing Roles
  • Audit Team
  • Maintaining Confidentiality
  • Independence
  • Evidence-Based Approach
  • Integrity
  • Fair Presentation of Audit Reports
     

Module 8: Responsibilities of the Auditor

  • Management of Personnel
  • Preparing Checklist
  • Scope of Work
  • Managing an Audit Process
  • Communication at All Levels of Organisation
     

Module 9: Skills and Competencies of an Internal Auditor

  • Personal Attributes
  • Skills
  • Knowledge
     

Module 10: Purpose of Internal Auditing

  • Detection
    • Sampling for Auditors
    • Nonconformities
    • Agreeing Nonconformities
    • Categorise Nonconformities
  • Protection and Prevention
    • Corrective Action
    • Checking Corrective Action
    • Listing of Corrective Actions Requests
       

Module 11: Leadership

  • Leadership and Commitment
  • Policy
  • Organisational Roles, Responsibilities, and Authorities
     

Module 12: Planning

  • Actions to Address Risks and Opportunities
  • Service Management Objectives and Planning to Achieve Them
  • Plan the Service Management System
     

Module 13: Support of the Service Management System

  • Resources
  • Competence
  • Awareness
  • Communication
  • Documented Information
  • Knowledge
     

Module 14: Implementation Guidance and Types

  • Service Delivery Process
  • Resolution Process
  • Relationship Process
  • Control Process
     

Module 15: Control, Monitor, and Measure

  • Monitoring the Processes
  • Internal Auditor
  • Development of Metrics
  • Performance Indicators and Dashboards
  • Managing the Reviews
  • Implementation of the Continual Improvement Protocol
  • Preparing Audits
  • Managing Contractual Disputes
     

Module 16: Operation of the Service Management System

  • Operational Planning and Control
  • Service Portfolio
  • Relationship and Agreement
  • Supply and Demand
  • Service Design, Build, and Transition
  • Resolution and Fulfilment
  • Service Assurance
     

Module 17: Introduction to Lead Auditor

  • Definition of Lead Auditor
  • Benefits of Auditing
     

Module 18: On-Site Auditing

  • On-Site Auditing Objectives
  • Conduct Interview
  • Create and Evaluate Checklist
  • Questionnaires for Data Collection
  • Conduct Document Review
  • Evaluate the Work Done
  • Provide Sample
     

Module 19: Remote Auditing

  • Introduction
  • Benefits of Remote Auditing
  • Barriers of Remote Auditing
  • Observe Work Through Surveillance at Workplace
  • Types of Surveillance
  • Enhancing Interaction Through Communication
  • Conduct Document Reviews with Auditees
  • Data Analysis

Included

Included

  • No course includes are available.

Offered In This Course:

  • vedio Video Content
  • elearning eLearning Materials
  • exam Study Resources
  • certificate Completion Certificate
  • study Tutor Support
  • workbook Interactive Quizzes
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Learning Options

Discover a range of flexible learning options designed to meet your needs. Select the format that best supports your personal growth and goals.

Online Instructor-Led Training

  • Live virtual classes led by experienced trainers, offering real-time interaction and guidance for optimal learning outcomes.

Online Self-Paced Training

  • Flexible learning at your own pace, with access to comprehensive course materials and resources available anytime, anywhere.

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