Develop a Culture of Continual Improvement of ITSM

ISO/IEC 20000 is an internationally recognised standard for IT service management that outlines how to implement IT services driven by and supporting business objectives. The ISO/IEC 20000 contains two parts: ISO/IEC 20000-1 which outlines requirements for developing and implementing an IT management system, and ISO/IEC 20000-2 which explains best practice for service management. Both parts of the ISO/IEC 20000 standard are revised to support ITIL to demonstrate how to increase an organisation's capacity and performance.

ISO/IEC 20000 can transform the way internal or external IT services are delivered. The adoption of ISO/IEC 20000 has grown rapidly in the international arena for both internal and external IT service providers and ISO/IEC 20000 has become a competitive differentiator for delivery of IT services.

ISO/IEC 20000-1 supports the governance of IT through control, measurement, reporting and traceability that it brings, which is complementary to COBIT or other governance and audit frameworks and techniques. The benefits of the ISO/IEC 20000 standards can be associated with and revealed from the maturity level of service management in your organisations. Individuals who gain the ISO/IEC 20000 certification can help organisations to see the whole range of benefits including, but not limited to, the following:

  • Alignment and improvement of business processes and practices
  • Improved relationships between different lines of business, departments, divisions and teams, between IT and business, and among customers, internal and external service providers, and key stakeholders
  • Reassurance for your customers with the standards that demonstrate the efficiency, effectiveness, reliability and trustworthiness
  • Establishment of a culture of continual improvement
  • Improved corporate image and reputation
  • Optimised and controlled total cost of ownership

What is the ISO/IEC 20000 certification?

PECB LogoISO/IEC 20000 is an international standard that is increasingly seen as the quality standard for IT service management and many organisations are striving to adopt ISO/IEC 20000, not only for their own benefit but also to help qualify and choose internal and external service providers. Achieving the ISO/IEC 20000 certification can help individuals and organisations establish a culture of continual improvement in the quality of IT services, and demonstrate commitment to service management and superiority over competitors to exhibit a level of effectiveness in service provisioning and service management.

Target Audience

The ISO/IEC 20000 certification is designed for candidates:

  • who are IT professionals wanting to gain a comprehensive knowledge of the main processes of an Service Management System (SMS);
  • who are staff members involved in the implementation of the ISO/IEC 20000 standard;
  • who are expert advisors in IT;
  • who are managers responsible for implementing an SMS;
  • who are ISO/IEC 20000 auditors wishing to fully understand the implementation process of an SMS;
  • who are project managers or consultants willing to implement an SMS;
  • who are individuals responsible for the conformity of an SMS in an organisation;
  • who are technical experts wanting to prepare for an SMS function.

Course Outline

ISO/IEC 20000 Introduction

PECB ISO/IEC 20000 Introduction

This one-day course enables participants to be familiar with the basic concepts of the implementation and management of an Service Management System (SMS) as specified in ISO/IEC 20000-1:2013. Participants will learn the different components of an SMS, including the SMS policy, measuring performance, management's commitment, internal audit, management review and continual improvement.

  • Introduction to the ISO/IEC 20000 standards family
  • Introduction to management systems and the process approach
  • Presentation of main processes of an IT SMS
  • Implementation phases of the ISO/IEC 20000 framework
  • Continual improvement of IT management
  • Description of conducting an ISO/IEC 20000 certification audit

ISO/IEC 20000 Foundation

PECB ISO/IEC 20000 Foundation

This two-day course enables participants to learn about the best practices for implementing and managing a Service Management System (SMS) as specified in ISO/IEC 20000-1, as well as the best practices for implementing the Service Management processes starting from the ISO/IEC 20000.

  • All the concepts covered in the ISO/IEC 20000 Introduction course
  • Introduction to Service Management System (SMS) concepts as required by ISO/IEC 20000
  • Description of implementing the Service Management processes based on ISO/IEC 20000
  • ISO/IEC 20000 Foundation exam, covering 2 domains:
    • Domain 1: Fundamental principles and concepts of IT service
    • Domain 2: IT Service Management System (SMS)

ISO/IEC 20000 Lead Auditor

PECB ISO/IEC 20000 Lead Auditor

This five-day intensive course enables participants to develop the necessary expertise to audit a Service Management System (SMS) based on ISO/IEC 20000 and to manage a team of auditors by applying widely recognised audit principles, procedures and techniques. During this course, participants will acquire necessary knowledge and skills to proficiently plan and perform internal and external audits in compliance with ISO 19011 and certification audits according to ISO 17021. Based on practical exercises, participants will develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to efficiently conduct an audit.

Day 1: Introduction to Service Management System (SMS) Concepts as required by ISO/IEC 20000

  • Fundamental principles of service management
  • ISO/IEC 20000 certification process
  • Service Management System (SMS)
  • Detailed presentation of the clauses of ISO/IEC 20000-1

Day 2: Planning and Initiating an ISO/IEC 20000 Audit

  • Fundamental audit concepts and principles
  • Audit approach based on evidence and on risk
  • Preparation of an ISO/IEC 20000 certification audit
  • SMS documentation audit
  • Conducting an opening meeting

Day 3: Conducting an ISO/IEC 20000 Audit

  • Communication during the audit
  • Audit procedures observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation
  • Drafting test plans
  • Formulation of audit findings and drafting of non-conformity reports

Day 4: Concluding and Ensuring the Follow-up of an ISO/IEC 20000 Audit

  • Audit documentation
  • Conducting a closing meeting and conclusion of an ISO/IEC 20000 audit
  • Evaluation of a corrective action plans
  • ISO/IEC 20000 surveillance audit and audit management program

Day 5: Certification Exam

The ISO/IEC 20000 Lead Auditor exam covers the following domains:

  • Domain 1: Fundamental principles and concepts of Service Management
  • Domain 2: Service Management System (SMS)
  • Domain 3: Fundamental audit concepts and principles
  • Domain 4: Preparation of an ISO/IEC 20000 audit
  • Domain 5: Conduct of an ISO/IEC 20000 audit
  • Domain 6: Conclusion and Follow-up an ISO/IEC 20000 audit
  • Domain 7: Managing an ISO/IEC 20000 audit program

ISO/IEC 27001 Lead Implementer

PECB ISO/IEC 20000 Lead Implementer

This five-day intensive course enables participants to develop the necessary expertise to support an organisation in implementing and managing a Service Management System as specified in ISO/IEC 20000-1. Participants will also gain a thorough understanding of in best practices for planning and implementing the Service Management processes starting from the fields of ISO/IEC 20000 planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes. This course is consistent with the project management practices established in ISO 10006 (Quality Management Systems - Guidelines for Quality Management in Projects). This course is fully compatible with ISO/IEC 20000-2 (Guidelines for the Implementation of an SMS) and ITIL.

Day 1: Introduction to Service Management System (SMS) Concepts as required by ISO/IEC 20000 and Initiating an SMS

  • Introduction to the ISO/IEC 20000 family of standards and comparison with ITIL v2 and v3
  • Fundamental principles of SMS
  • Preliminary analysis and establishment of the maturity level of an existing SMS
  • Writing a business case and a project plan for the implementation of an ISMS

Day 2: Planning an SMS based on ISO/IEC 20000

  • Defining the scope of an SMS
  • Drafting an SMS policy and objectives
  • Documentation of the processes and procedures and Service Level Agreements (SLAs)
  • Budgeting and accounting for IT services

Day 3: Implementing an SMS based on ISO/IEC 20000

  • Change, configuration, release, capacity and availability management
  • Service continuity and security management
  • Incident and problem management
  • Operations management of an SMS

Day 4: Control, Monitoring, Measuring and Improving an SMS Certification Audit in accordance with ISO/IEC 27001

  • Controlling and monitoring an SMS
  • Development of metrics, performance indicators and dashboards
  • ISO/IEC 20000 internal audit and management review
  • Implementation of a continual improvement program
  • Preparing for an ISO/IEC 20000 certification audit

Day 5: Certification Exam

The ISO/IEC 20000 Lead Implementer exam covers the following domains:

  • Domain 1: Fundamental principles and concepts in Service Management
  • Domain 2: Service Management Control Best Practice based on ISO/IEC 20000
  • Domain 3: Planning an SMS based on ISO/IEC 20000
  • Domain 4: Implementing an SMS based on ISO/IEC 20000
  • Domain 5: Performance evaluation, monitoring and measurement of an SMS based on ISO/IEC 20000
  • Domain 6: Continual improvement of an SMS based on ISO/IEC 20000
  • Domain 7: Preparation for an SMS certification audit

ISO/IEC 20000 Exam Format

 ISO/IEC 20000 FoundationISO/IEC 20000 Lead AuditorISO/IEC 20000 Lead Implementer
Question TypeEssay; short and long questionsEssay; short and long questionsEssay; short and long questions
No. of Questions41212
Duration60 minutes3 hours3 hours
Passing Score (%)70%70%70%

Requirements for ISO/IEC 20000

Participant(s) can apply for the ISO/IEC 20000 certification(s) if the following requirements are fulfilled.

CredentialExamProfessional ExperienceManagement System Audit / Assessment ExperienceService Management System (SMS) Project ExperienceOther Requirements
ISO/IEC 20000 FoundationPECB Certified ISO/IEC 20000 Foundation Exam or equivalentNoneNoneNoneSigning the PECB code of ethics
ISO/IEC 20000 Provisional AuditorPECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalentNoneNoneNoneSigning the PECB code of ethics
ISO/IEC 20000 AuditorPECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalentTwo years: One year of ITSM work experienceAudit activities totalling 200 hoursNoneSigning the PECB code of ethics
ISO/IEC 20000 Lead AuditorPECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalentFive years: Two years of ITSM work experienceAudit activities totalling 300 hoursNoneSigning the PECB code of ethics
ISO/IEC 20000 Provisional ImplementerPECB Certified ISO/IEC 20000 Lead Implementer Exam or equivalentNoneNoneNoneSigning the PECB code of ethics
ISO/IEC 20000 ImplementerPECB Certified ISO/IEC 20000 Lead Implementer exam or equivalentTwo years: One year of ITSM work experienceNoneProject activities totalling 200 hoursSigning the PECB code of ethics
ISO/IEC 20000 Lead ImplementerPECB Certified ISO/IEC 20000 Lead Implementer Exam or equivalentFive years: Two years of ITSM work experienceNoneProject activities totalling 300 hoursSigning the PECB code of ethics
ISO/IEC 20000 MasterPECB Certified ISO/IEC 20000 Lead Auditor Exam or equivalent, and PECB Certified ISO/IEC 20000 Lead Implementer exam or equivalentTen years: Six years of ITSM work experienceAudit activities totalling 500 hoursProject activities totalling 500 hoursSigning the PECB code of ethics

"The whole is more than the sum of its parts."

~ Aristotle

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