About this course

The ISO/IEC 20000 Lead Implementer training course enables you to develop the necessary expertise to support an organization in establishing, implementing, managing and maintaining a Service Management System (SMS) based on the requirements of the ISO/IEC 20000-1 standard. During this training course, you will also explore the different components of an SMS, which help in improving the quality of the services provided and delivered by an organization, and thus increase its customer satisfaction and overall performance.
After mastering all the necessary concepts of a Service Management System based on the ISO/IEC 20000-1 standard, you can sit for the exam and, if you successfully pass the exam, you can apply for a “PECB Certified ISO/IEC 20000 Lead Implementer” credential. By holding a PECB Lead Implementer certificate, you will be able to demonstrate that you have the practical knowledge and professional capabilities to implement, manage and maintain an organization’s SMS based on the ISO/IEC 20000-1 standard.

Learning Objectives

  • Master the concepts, approaches, methods and techniques used for the implementation and effective management of an SMS
  • Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory frameworks
  • Learn how to interpret the ISO/IEC 20000-1 requirements in the specific context of an organization
  • Learn how to support an organization in effectively planning, implementing, managing, monitoring and maintaining an SMS
  • Acquire the expertise to advise an organization in implementing Service Management System best practices

 Who Should Attend?

  • Managers or consultants involved in the implementation of a Service Management System (SMS) in an organization
  • Project managers or consultants wishing to master the Service Management System implementation process
  • Individuals responsible for maintaining conformity to the requirements of the ISO/IEC 20000-1 standard
  • Expert advisors seeking to master the implementation of a Service Management System
  • Members of the SMS implementation team

Course Agenda

Day 1: Introduction to ISO/IEC 20000 series and initiation of the SMS implementation

  • Course objectives and structure
  • Standards and regulatory frameworks
  • Fundamental concepts and principles of service
    management
  • Initiate the SMS implementation
  • Understand the organization and its context
  • Gap analysis
  • SMS scope

Day 2: Planning the implementation of an SMS

  • Leadership
  • Policies and objectives
  • Risks and opportunities
  • Resources and competence
  • Awareness and communication
  • Documented information

Day 3: Implementation of an SMS

  • Service portfolio
  • Relationship and agreement
  • Supply and demand
  • Service design, build and transition
  • Resolution and fulfillment
  • Service assurance

Day 4: SMS monitoring, continual improvement and preparation for the certification audit

  • Monitoring, measurement, analysis and evaluation
  • Internal audit
  • Management review
  • Treatment of nonconformities
  • Continual improvement
  • Preparing for the certification audit
  • Certification process and closing the training

Day 5: Certification Exam

Training Info

Language: Conducted in Thai Language
Duration: 5 Days
Venue: 
ACinfotec Training Center
16th Fl., Asia Centre Bldg., South Sathorn Rd.
Training Fees: 51,500 BAHT (Ex.Vat 7%)
Tel : 02 670 8980-3 ext. 304, 305
E-mail: [email protected]

For more info: www.pecb.com