Course information

ISO 20000 Lead Implementer Course Outline

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 Programme
  • 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 Programme
  • 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

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Who should attend this ISO 20000 Lead Implementer Training Course?

The ISO 20000 Lead Implementer Course is designed for professionals responsible for implementing and managing an IT Service Management system based on the ISO 20000 standard. Here are the professionals who will benefit the most from this course:

  • IT Service Managers and Directors
  • Quality Assurance Professionals
  • IT Project Managers
  • Service Delivery Managers
  • IT Auditors
  • IT Process Owners
  • Service Desk Managers

Prerequisites of the ISO 20000 Lead Implementer Training Course

There are no formal prerequisites for this ISO 20000 Lead Implementer Course. However, familiarity with IT Service Management (ITSM) principles and concepts can be beneficial for the delegates.

ISO 20000 Lead Implementer Training Course Overview

The ISO 20000 Lead Implementer Training Course provides a comprehensive understanding of the ISO 20000 standard, an internationally recognised standard for IT Service Management (ITSM). This training is crucial for professionals aiming to enhance their organisation’s IT service management capabilities, ensuring services are aligned with business needs and delivering consistent value.

Proficiency in ISO 20000 is essential for IT Managers, Consultants, and Quality Assurance professionals. Mastery of this standard enables these professionals to implement and manage an effective ITSM framework, improving service delivery, reducing costs, and increasing customer satisfaction. This course is particularly beneficial for those responsible for managing IT service processes.

This 3-day intensive training by The Knowledge Academy equips delegates with the skills and knowledge to implement ISO 20000 effectively. Participants will learn the key principles and practices of ISO 20000, gaining practical insights into implementing the standard within their organisation. The course includes interactive sessions, real-world examples, and case studies to enhance learning outcomes.

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

After completing the course, delegates will receive a certification recognising their expertise as an ISO 20000 Lead Implementer. This certification enhances career prospects and demonstrates a commitment to excellence in IT service management.

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What’s included in this ISO 20000 Lead Implementer Training Course?

  • ISO 20000 Lead Implementer Examination
  • World-Class Training Sessions from Experienced Instructors
  • ISO 20000 Lead Implementer Certificate
  • Digital Delegate Pack

ISO 20000 Lead Implementer Exam Information 

To achieve the ISO 20000 Lead Implementer, candidates will need to sit for an examination. The exam format is as follows: 

  • Question Type: Multiple Choice 
  • Total Questions: 30 
  • Total Marks: 30 Marks 
  • Pass Mark: 50%, or 15/30 Marks 
  • Duration: 40 Minutes
  • Open Book/ Closed Book: Closed Book

Why choose us

Our Saskatoon venue


Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Saskatoon, a city in the Canadian province of Saskatchewan, has an average population of roughly 222,190 spread across 65.9 square miles of land.  At The Knowledge Academy, we offer 50,000 classroom based training courses throughout the different areas of Saskatoon, in order to enhance people’s learning in an array of subject areas.  Education in Canada is generally funded by federal, provincial, and local governments; the system is divided into primary, secondary and post-secondary education and is operated under provincial jurisdiction.  On the whole, there are 190 days in a school year, starting in September and ending towards the last Friday of June.  Some popular and highly regarded universities in Canada include: the University of Toronto (notable alumni including: William Lyon Mackenzie King, Vincent Massey, Donald Sutherland and Lesra Martin), the University of British Columbia (notable alumni including: Eddie Peng, Justin Trudeau and Nardwuar the Human Serviette), and the University of Alberta (notable alumni including: Dayo Wong, George Stanley and Beverley McLachlin). 

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S7K 2B1

T: +1 6474932992

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ISO 20000 Training | ISO 20000 Lead Implementer Training in Saskatoon. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's ISO 20000 Training | ISO 20000 Lead Implementer Training in Saskatoon, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.


Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings


Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

ISO 20000 Training | ISO 20000 Lead Implementer Training in Saskatoon FAQs

ISO 20000 is an IT Service Management Standard that enables IT services to be cost effective, consistent, and efficient.
Yes an examination will need to be passed in order to complete this ISO 20000 Lead Implementer certification.
Yes, this ISO 20000 Lead Implementer training is the fourth and final course within ISO 20000. The prior courses are; ISO 20000 Foundation, ISO 20000 Lead Auditor, and ISO 20000 Lead Implementer.
The Knowledge Academy offers ISO 20000 Lead Implementer courses in a range of locations across the UK and around the world. This makes it easy to find a training venue near you.
This ISO 20000 Lead Implementer training consists of a 3 day course.
The Knowledge Academy offer: ISO 9001, ISO 27001, ISO 14001, ISO OHSAS 18001, ISO 22301, ISO 27005, and ISO 13485.
As a prerequisite of this course candidates must have a basic knowledge of ISO 20000 Foundation and experience in auditing.
Please arrive at the venue at 8:45am.
The training fees for ISO 20000 Lead Implementer certification in Saskatoon starts from CAD3895
The Knowledge Academy is the Leading global training provider for ISO 20000 Lead Implementer.
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Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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