Service Management ISO 20000 Lead Implementer Training

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Acquire the expertise to establish, implement, maintain, and continually improve a Service Management System (SMS), in accordance with the requirements of the ISO/IEC 20000-1 International Standard.

The Service Management 20000 Lead Implementer course is a course based on the ISO/IEC 20000-1 international standard. Supported by a real-world adapted case-study, the course challenge the students on the implementation of a Service Management System (SMS) based on the requirements and best practices defined by the ISO/IEC 20000 family of standards and supported by a BEHAVIOUR customized methodology created by experts on service management and on ISO and other related well known best practices on the service management and other IT related fields.

More than knowing the main definitions, concepts, principles and requirements, the students will learn to put into practice a Service Management Program to establish and maintain an SMS, based on a BEHAVIOUR customized methodology, and supported by several training resources, including several approaches, templates and other tools that will be useful so students may be able to apply their knowledge in a real-world context.

The students will be challenged with a series of exercises, supported by BEHAVIOUR and in-class drafted templates, were the learned knowledge and acquired expertise will came into practice. Exercises such as the understanding of the organization drivers; the service management context establishment, including the service management issues, SMS and the services interested parties and scope definition; assessing the current and target state to draft the basis for a gap analysis; establish the process and draft an practical approach for assessing and treatment of risk and opportunities; establish the service management objectives and plans for their achievement; identify and create policies, processes, procedures and plans to support the SMS; implement actions to respond to service management requirements; establish the approach for performance evaluation, including the definition of measures and indicators, service reports, internal audits and management reviews; draft the basis for the continual improvement process, including the procedure and template for managing findings; among others, as applicable, are important to allow the implementation of the standard in an organization.

The fundamental knowledge of the Service Management 20000 Foundation course is included, so it is not a prerequisite or a training path.

Training materials updated with the last released editions of all the related best practices, including any related draft published.

Next GUARANTEED DATES 27-Apr-2026, Tempo Síncrono Register

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