ISO/IEC 20000 (ITSM) Lead Implementer Training

Course Description

ISO/IEC 20000 (ITSM) Lead Implementer Training develops practical capability to implement an ISO/IEC 20000 service management system. The learning path begins with sms context, scope, leadership, policy, governance, and programme and portfolio, relationships, agreements, suppliers, budget, and capacity, connecting PECB and ISO concepts to governance, evidence, stakeholder decisions, and measurable acceptance.

Applied work is framed around an IT provider coordinating customers, service teams, suppliers, cloud platforms, incidents, assets, and service levels. Learners then address design, transition, change, release, configuration, incident, and request and availability, continuity, security, reporting, audit, and improvement, producing SMS implementation plan, service portfolio framework, ITSM process evidence pack, and SMS readiness report.

By completion, participants can interpret requirements, perform implementation, audit, analysis, or foundation activities, evaluate evidence, communicate conclusions, and hand over an improvement record with clear ownership and follow-up.

What You Will Learn

• ITSM implementation: Map service management system.
• ITSM implementation: Assess organizational context.
• ITSM implementation: Plan service portfolio.
• ITSM implementation: Review service catalogue.
• ITSM implementation: Test service design.
• ITSM implementation: Verify service transition.
• ITSM implementation: Audit availability.
• ITSM implementation: Improve service continuity.

SkillDynamo Training Approach

Learners develop the SMS, integrate core practices, measure service outcomes, audit performance, and prepare for certification. Delivery includes instructor demonstrations, guided exercises, scenario analysis, validation checklists, structured troubleshooting, and a final improvement plan.