ISO/IEC 20001:2018 IT Service Management: Lead Implementer Training

The ISO 20000 Lead Implementer training course allows participants to get acquire skills in providing support to an organization which implements and manages an IT Service Management System.You also get to learn ISO 20000 best practices to plan and implement ITSM processes: service delivery processes, planning and implementation of new and modified services, control processes, relationship management processes, release processes and problem resolution processes.


  • Understanding and implementing an IT Service Management System with respect to ISO 20000
  • Understanding and applying the approaches, concepts, methods, standards and techniques to effectively manage an ITSMS
  • Recognizing the relationship between ISMS management processes and the need for compliance with requirements of various stakeholders in the organization
  • Gaining the expertise and ability for managing a team to implement and run the ISO 20000 standard
  • Acquiring the acumen and core skills required to advise an enterprise on the best practices for management of an IT Service Management System


  • Drafting an SMS implementation business case
  • Managing an SMS implementation project
  • Implementing Service controls
  • Managing Service controls
  • Implementing metrics
  • Implementing corrective or preventive action
  • Performing a management review
  • Performing a risk assessment
  • Managing incidents
  • Managing an Service team


  • Managers or consultants involved in IT Service Management
  • Expert advisors seeking to master the implementation of an IT Service Management System
  • Individuals responsible for maintaining conformance with ITSMS requirements
  • ITSMS team members


5 Days