ISO 20000 Lead Implementer Course enables professionals to plan, implement and maintain a Service Management System (SMS) aligned with ISO/IEC 20000-1, ensuring coherence between governance, processes and continual improvement. The training focuses on structured implementation and the production of evidence to support assessment and certification.
Quick Access: Introduction· Why this course exists· What this course enables· Frameworks and standards· Value· Objectives· Target audience· Prerequisites· Programme· Exam & Certification· Other information· Benefits· Logistics· Registration
Upcoming dates
Confirmed dates.
Synchronous, live training. Interaction with the trainer and the group.
Live Online • next edition
Live Online • base price
Language: available in Portuguese or English
Training: practical and case-study based
Exam: 3h
EXCELLENCE AND LEADERSHIP LEVEL — technical authority and leadership in governance
Why this ISO 20000 Lead Implementer course exists
To transform ISO/IEC 20000-1 requirements into real, evidence-based and auditable implementation.
Many organisations depend on critical IT services and digital services, but fail to move from intention to processes, evidence, governance and continual improvement. This course prepares professionals to lead the implementation of a Service Management System (SMS) with method, consistency and the ability to guide the organisation through to certification audit.
What this course enables you to do
Plan
Define the SMS implementation approach and methodology, including context, interested parties and scope.
Implement
Build SMS policies, processes and documented information, aligning ISO/IEC 20000-1 requirements with service management practices.
Operate & Evaluate
Establish monitoring, metrics, internal audits and management reviews to ensure SMS performance and compliance.
Improve
Manage nonconformities, corrective actions and continual improvement, preparing the organisation for ISO/IEC 20000-1 certification audit.
Frameworks, standards and best practices addressed throughout the course
ISO/IEC 20000-2 — guidance
ISO/IEC 20000-3 — scope and applicability
ISO/IEC 20000-5 — implementation
Context and scope
Governance, leadership and policy
Planning and service objectives
Service lifecycle management
Supplier management
Metrics and internal audit
Management review and improvement
ITIL 4 and correlated practices
BEHAVIOUR methodology — step-by-step
Value for the organisation
- Consistent and auditable implementation of an SMS, aligned with ISO/IEC 20000-1 and ready for certification.
- Improved control and operational predictability through structured processes, responsibilities and evidence.
- Governance and performance capability: policies, processes, metrics, internal audit and management review.
- Accelerated execution through practice, case study and templates that reduce rework and increase deliverable quality.
Introduction
The ISO 20000 Lead Implementer course was designed to turn the standard into practice. In addition to mastering the fundamental concepts and clause-by-clause requirements of ISO/IEC 20000-1, participants learn how to establish, implement, maintain and improve a Service Management System (SMS), applying a BEHAVIOUR step-by-step methodology supported by a case study and templates that accelerate implementation in a business context.
Everything required, from context and scope to governance and service management processes, operation, measurement and improvement, to guide the organisation’s — or clients’ — ISO/IEC 20000-1 certification.
The course is linked to the standards of the ISO/IEC 20000 family, including ISO/IEC 20000-2, 20000-3 and 20000-5, and to recognised service management practices such as ITIL 4, integrating approaches to control, performance measurement, internal audit and continual improvement, to safely guide organisational certification and personal certification.
This Training Plan and all associated documents are protected by Copyright and registered as a literary work with IGAC.
General Objectives
At the end of this course, participants will be able to:
- Plan and establish the SMS, including context, interested parties, scope, policy, roles and objectives.
- Structure and document SMS processes, aligning ISO/IEC 20000-1 requirements with the organisation’s operational reality.
- Implement and operate the SMS with appropriate documented information, including policies, processes and procedures, and suitable service management practices.
- Define metrics and measure performance, conduct internal audits and carry out management review.
- Manage nonconformities and corrective actions, and sustain continual improvement.
- Prepare and lead the organisation towards ISO/IEC 20000-1 certification audit.
- Possess the knowledge required to successfully take the applicable certification exam.
Target Audience
- IT Service Management managers, Service Owners and professionals responsible for service operation and quality.
- Consultants and IT/IS specialists leading ISO/IEC 20000-1 implementation programmes.
- Project managers responsible for executing and controlling the SMS implementation plan.
- Governance, risk and compliance teams involved in SMS operation and monitoring.
Prerequisites
There are no mandatory formal prerequisites. However, experience or exposure to IT Service Management (ITSM), operations, governance, risk management, service quality and supplier relationship management contexts is recommended, including familiarity with service management processes and the structure of ISO standards.
In addition, other specific requirements may apply, where relevant, depending on the quotation or proposal presented.
Programme
Fundamentals and preparation — Plan
- Introduction to the course
- Service management fundamentals and ISO/IEC 20000-1 overview
- Relevant legal, regulatory and contractual requirements framework
- Context and interested parties
- Definition of the SMS scope
- Gap analysis — current state vs desired state — and macro implementation plan
Establish the SMS — Plan
- Leadership, policy and SMS governance
- Organisational structures — roles, responsibilities and authorities
- Planning: service management objectives and plans to achieve them
- Management of risk and opportunities in the SMS context, where applicable
- Supplier management and critical dependencies
Implement and Operate — Do
- Resources, competence and awareness
- Internal and external communication
- Documented information: policies, processes and procedures for SMS operation
- Implementation of operational requirements and SMS processes
- Transition to operation and control of the service lifecycle
Monitor, Review, Improve — Check/Act & Certification
- Performance measurement and evaluation, internal audit and management review
- Management of nonconformities and corrective actions
- Continual improvement
- Steps towards ISO/IEC 20000-1 certification audit
- Course closure
Exam(s) and Certification
Exam “Certified Service Management 20000 Lead Implementer”
The exam covers the following competence domains:
- Domain 1: Service management fundamentals and ISO/IEC 20000-1 requirements
- Domain 2: Establish — Plan — an SMS based on ISO/IEC 20000-1
- Domain 3: Implement and Operate — Do — an SMS based on ISO/IEC 20000-1
- Domain 4: Monitor and Review — Check — an SMS based on ISO/IEC 20000-1
- Domain 5: Maintain and Improve — Act — an SMS based on ISO/IEC 20000-1
- Domain 6: Moving towards ISO/IEC 20000-1 Certification Audit
Language(s): Portuguese and English. Please consult BEHAVIOUR for availability in other languages.
Duration: 3 hours.
Format: Open questions based on a case study and related to the competence domains.
Pass mark: 700/1000 points.
Results: Pass or Fail.
Issuing entity: Behaviour (legal entity), through its certification service Behaviour Certification Services.
Retake: 1 free retake within a maximum period of 2 months after the exam result is made available.
Certification — levels and requirements
After successfully completing the exam and accepting or signing the applicable agreement and Code of Ethics, the candidate may apply for one of three levels, according to experience:
- Certified Service Management 20000 Associate Implementer: no previous experience required
- Certified Service Management 20000 Implementer: 2 years of experience in Service Management
- Certified Service Management 20000 Lead Implementer: 5 years of experience in Service Management
A Certificate and a Digital Certification Badge will be issued to participants who successfully complete the certification exam and satisfy all requirements of the certification for which they are applying. Certification is issued by Behaviour (legal entity), through its certification service Behaviour Certification Services.
The personal certification programme Certified Service Management 20000 Lead Implementer is designed and maintained in accordance with ISO/IEC 17024.
Certification programmes are valid only for individuals, and the award and maintenance of certification depend on the exam result, professional experience and compliance with the applicable agreement and Code of Ethics.
If the professional does not comply with the agreement or Code of Ethics, certification is not granted or is revoked.
Other Information
General Information
- Training available in Portuguese or English.
- Training materials available online in Portuguese or English, with online access, in accordance with the awarded conditions.
- Practical step-by-step implementation methodology.
- Behaviour digital Training Attendance Certificate with 40 CPD/CPE credits.
- Online Certification Exam, in Portuguese or English. The exam may be taken up to 2 months from the course start date.
- If the candidate does not pass the exam, they are entitled to one free retake within a maximum period of 2 months from the release date of the initial exam result.
- Digital Certification Diploma and Digital Certification Badge after passing the exam and completing the application process. This process has no associated cost.
Trainer(s)
Benefits
View benefits
- ISO/IEC 20000-1 defines an internationally recognised, auditable and certifiable Service Management System (SMS).
- International recognition, easier access to markets, strengthened trust among clients and partners, and improved service delivery quality and consistency.
- The ISO/IEC 20000 Lead Implementer course is based on the BEHAVIOUR pedagogical model, with a personal certification programme designed in accordance with ISO/IEC 17024, which defines requirements for the certification of persons.
- The course is oriented towards the acquisition of practical competences to establish, implement, operate, maintain and improve an SMS in accordance with ISO/IEC 20000-1.
- Participants acquire a common language and a coherent structure in service management, covering organisational context, leadership, planning, support, operation, performance evaluation and continual improvement.
- Capability to lead implementation programmes, strengthening governance, decision-making and evidence before top management, internal and external audits and interested parties.
- Accelerated execution through templates, practical exercises and case study, reducing rework, uncertainty and nonconformity risk.
- The certification exam is supervised by an official BEHAVIOUR administrator.
- The ISO/IEC 20000 Lead Implementer certification exam is taken after the course and consists of open/development questions, based on a case study.
- After passing the exam and applying for certification, the professional reaches the applicable certification level. If the candidate does not pass, they are entitled to one free retake within the period defined in the applicable certification scheme.
Logistics
Useful information
- Live Online (synchronous time): 09h30–13h00 and 14h00–17h30 (Lisbon time), with short breaks
- Classroom (synchronous time): 09h30–13h00 and 14h00–17h30 (Lisbon time), with short breaks
- 28 hours of synchronous training, distributed across 4 consecutive days
- Estimated 12 hours of guided autonomous work, intended for content consolidation and exam preparation, completed flexibly outside synchronous sessions
- Requirements: computer with stable internet, browser, PDF reader and audio/video
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Frequently Asked Questions
Objective answers to the most common questions about the ISO 20000 Lead Implementer Course (coming soon)
For general questions about registration, delivery modes, exams, certification and recertification, please consult the BEHAVIOUR® FAQs.
Registration
Complete the form to request your registration for the preferred edition. Check the upcoming dates.
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If you would like help to frame the course within your professional or organisational context, contact us and we will indicate the most suitable path.
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Companies: request a proposal
For team registrations, we provide volume conditions and a proposal tailored to the organisational need.
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This course may be attended by individual professionals. It may also be integrated into capability-building pathways for teams responsible for the structured implementation of an SMS, with a focus on processes, evidence and continual improvement.