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Course Information

ISO 20000 Lead Implementer Course Outline

This ISO 20000 Lead Implementer training course is made up of 19 modules. These modules will cover the following content:

Module 1: Information Technology Service Management (ITSM)

  • Business case and initial design of the ITSMS
  • Define the scope of ITSMS
  • IT Service Management
  • Benefits of IT Service Management
  • ITSMS policy
  • Documentation of process and procedures
  • Define management systems and process approach
  • Presentation of standards and their comparisons
  • Fundamental principles of Information Technology
  • Preliminary analysis and determining the level of existing 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: Introduction ISO/IEC 20000-1:2011

  • ISO/IEC 20000-1: 2011
  • Key differences - ISO 20000 & ITIL®
  • ITIL® life cycles
  • Clauses ISO/IEC 20000-1: 2011

Module 4: Service Management System (SMS)

  • Management responsibility
  • Governance of processes operated by other parties
  • Document management
  • Establish and improve the SMS
  • Resource management

Module 5: Design & Transition of New or Changed Services

Module 6: Introduction to Auditing

  • Define auditing
  • Types of audit
    • Internal
    • External
  • Audit terminology
  • Benefits of auditing

 Module 7: Auditing Roles and Principles

  • Auditor
  • Auditee
  • Audit team
  • Guides and observers
  • Lead auditor
  • Audit management
  • Maintaining confidentiality
  • Independence
  • Evidence-based approach
  • Integrity
  • Fair presentation of audit reports

 Module 8: Responsibilities of the Auditor

  • Management of personnel
  • Preparation checklists
  • Scope of work
  • Managing audit programmes
  • Communication at all levels of organisation

 Module 9: Skills and Competencies of an Internal Auditor

  • Personal attributes
  • Knowledge
  • Skills
  • Education and experience

Module 10: Purpose of Internal Auditing

  • Detection
  • Protection
  • Prevention

 Module 11: Audit Procedures

  • Initialise the report
  • Prepare activities
  • Prepare plans
  • Assigning the work to the team
  • Preparing documents
  • Conduct open meeting
  • Prepare and distribute reports
  • Complete the audit
  • Conduct a follow-up

Module 12: Audit triangle

  • Question
  • Check
  • Observe

Module 13: Audit template/work documents

  • Audit requirements
  • Audit documents

Module 14: Complete Management

  • Service level management
  • General requirements
  • Service catalogue
  • Service level agreement
  • Supportive agreements
  • Service process

Module 15: Scope

  • Scope definition
  • Scope consideration
  • Scope statement
  • Scope agreement
  • Guidelines

Module 16: Launching and Implementing

  • Configuration and release management
  • Change management
  • Management of capacity and availability
  • Service continuity

Module 17: The Administration of Information Security

  • IT security policies
  • Security risks assessment
  • Controls
  • Documents and records
  • Managing the operations

Module 18: Implementation Guidance and Types

  • Service delivery process
    • Service reporting
    • Service continuity and availability management
    • Budgeting and accounting for services
    • Capacity management
    • Information security management
  • Resolution process
    • Incident and service request management
    • Problem management
  • Relationship process
    • Business relations
    • Regular reviews
    • Customer satisfaction measurement
    • Service complaints
    • Supplier
    • Contract
    • Service definition
    • Terminating contract
  • Control process
    • Configuration management
    • Change management
    • Release and deployment management

Module 19: Control, Monitor, and Measure

  • Monitoring the processes
  • Internal auditor
  • Development of metrics
  • Performance indicators and dashboards
  • Managing the reviews
  • Implementation of the continual improvement program
  • Preparing audits
  • Managing contractual disputes

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Who should attend this ISO 20000 Training Course?

This ISO 20000 Lead Implementer certification is designed for individuals who are responsible for implementing IT Service Management Systems. Specific individuals who would benefit from this training include:

  • Project managers
  • Quality managers
  • Auditors
  • Executives
  • Engineers
  • Members of a service team


There are no formal prerequisites for attending this training.

ISO 20000 Lead Implementer Course Overview

This ISO 20000 Lead Implementer training consists of a 3-day course that will teach delegates how an IT Service Management System can be efficiently established, implemented, managed, and maintained. This will include applying the correct approaches, concepts, methods, and techniques in order to produce successful outcomes.

This ISO 20000 Lead Implementer training course will then allow organisations to reach their set goals through the assessment of internal processes and the implementation of more efficient processes. These processes are highly significant for the success of an organisation as they focus on the improvement of quality to increase customer satisfaction, whilst striving to reduce costs and enhance profit margins.

This ISO 20000 Lead Implementer training is the fourth and final course within our ISO 20000 series. In order to gain the full scope of ISO 20000, we recommend that candidates complete all four certifications. These include; ISO 20000 Foundation, ISO 20000 Internal Auditor, and ISO 20000 Lead Auditor

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What's included in this ISO 20000 Training Course?

This training course includes:

  • The ISO 20000 Lead Implementer Examination
  • The Knowledge Academy ISO 20000 Lead Implementer Manual 
  • Certificate
  • Experienced Instructor 
  • Refreshments 

ISO 20000 Lead Implementer Examination

In order to complete this ISO 20000 Lead Implementer training course, candidates must complete an examination. This exam will take place at the end of the final day of the course when all content has been covered. The exam is:

  • 30 questions
  • Multiple choice
  • 40 minutes in duration
  • 50% pass mark (15/30)
  • Closed book

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

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


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

ISO 20000 Lead Implementer 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 price for ISO 20000 Lead Implementer certification in Philippines starts from $1995
The Knowledge Academy is the Leading global training provider for ISO 20000 Lead Implementer.

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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