Certified ISO 20000:2018 Lead Implementer
The Certified ISO 20000:2018 Lead Implementer program is globally designed to develop expertise in implementing IT Service Management Systems (ITSMS), enabling organizations to establish, manage, and continually improve IT service delivery aligned with ISO 20000 standards.
Learn directly from global practitioners, IT service management experts, and industry leaders who are shaping the future of ITSM governance, service excellence, and management system implementation.
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About ISO 20000 Lead Implementer Certification
Objectives Of Certified ISO 20000 Lead Implementer
- Understand ISO 20000:2018 requirements for service management.
- Plan and implement ISO 20000:2018 service management system.
- Establish service management policies and objectives.
- Identify and manage service management risks.
- Develop service management processes and procedures.
- Implement service management controls and metrics.
- Monitor and evaluate the effectiveness of service management.
- Ensure continual improvement of the service management system.
- Prepare for ISO 20000:2018 certification audit.
Benefits of ISO 20000 Lead Implementer Certification
Once you become a Certified ISO 20000 Lead Implementer, you'll be able to:
- Demonstrates expertise in ISO 20000:2018 implementation
- Open doors to job roles with ISO 20000 requirements
- Validates skills in service management implementation
- Enhances credibility with employers and clients
- Provides recognition as a qualified service management professional
- Increases chances for higher salary and remuneration
- Improves job security and employability prospects
- Boosts confidence and self-assurance in service management
- Enables career growth in the service management field
Exam Syllabus of ISO 20000 Lead Implementer Certification
1 Introduction to ISO 20000 Information Technology Service Management (ITSM):+
•Introduction to ITSM: Business Justification and initial design
•ITSM Scope: Defining the boundaries of ITSM
•Benefits and Significance of ITSM
•ITSM Policy: Establishing guidelines for ITSM
•Process and Procedure Documentation for ITSM
•Defining Management Systems and Process Approach
•Principles of Information Technology in ITSM
•Preliminary Analysis and Assessing Current IT Level
•Developing a Project Plan for ITSM
•IT Service Accounting: Managing Finances and Budgeting
2 Overview and Context of ISO/IEC 20000:+
•Understanding ISO/IEC 20000: Definition and Purpose
•Advantages of Implementing ISO/IEC 20000
•Breakdown of ISO/IEC 20000 Parts
•ISO/IEC 20000:2018: An Overview
•Key Contrasts between ISO 20000 and ITIL®
•ITIL® Life Cycles in Relation to ISO/IEC 20000
•Clauses of ISO/IEC 20000:2018
3 Service Management System (SMS) Description:+
•Responsibilities of Management within the SMS
•Oversight of Processes Managed by External Parties
•Administration of Documents in the SMS
•Establishment and Enhancement of the SMS
•Management of Resources within the SMS
4 Overview of Auditing:+
•Explanation of Auditing and its Purpose
•Various Types of Audits
•Internal Audits
•External Audits
•Terminology Used in Auditing
•Advantages of Conducting Audits
5 Roles and Principles in Auditing:+
•Auditor and Auditee Roles
•Team Composition for Audits
•Guides and Observers in the Auditing Process
•Responsibilities of a Lead Auditor
•Management of Audits
•Ensuring Confidentiality in Auditing
•Independence of Auditors
•Adopting an Evidence-Based Approach
•Upholding Integrity in Auditing
•Delivering Fair Audit Reports
6 Auditor Responsibilities:+
•Personnel Management by the Auditor
•Preparation of Audit Checklists
•Defining the Scope of Work
•Administration of Audit Programs
•Effective Communication across Organizational Levels
•Skills and Competencies Required for Internal Auditors
7 Objectives of Internal Auditing:+
•Identification
•Safeguarding
•Proactive measures
8 Audit Procedures:+
•Commence the report initiation process
•Organize and plan activities
•Develop audit plans
•Assign tasks to the audit team
•Prepare necessary documents
•Conduct an open meeting
•Prepare and distribute audit reports
•Finalize the audit process
•Perform follow-up activities
•Utilize the audit triangle concept
•Implement audit templates and work documents
9 Comprehensive Service Management:+
•Management of Service Levels
•Overall Requirements
•Cataloging of Services
•Agreements on Service Levels
•Supplementary Agreements
•Service Processes
10 Scope:+
•Defining the Scope
•Considering Scope Parameters
•Formulating the Scope Statement
•Reaching Scope Consensus
11 Launch and Implementation:+
•Configuration and Release Management
•Change Management
•Capacity and Availability Management
•Service Continuity Management
12 Information Security Administration:+
•Implementation of IT Security Policies
•Assessment of Security Risks
•Implementation of Controls
•Management of Documents and Records
•Operational Management
13 Implementation Guidance and Categories:+
•Process for Service Delivery
•Process for Resolution
•Process for Relationship Management
•Process for Control
14 Control, Monitoring, and Measurement:+
•Process Monitoring
•Internal Audit Function
•Metrics Development
•Performance Indicators and Dashboards
•Review Management
•Continual Improvement Program Implementation
•Audit Preparation
•Contractual Dispute Management
15 Get Access to ISO 20000 Implementing Toolkit+
•Internal Audit Template for Implementers
•AI Prompts for Implementation Audits
•ISO 20000 Implementation Checklist
•Top Common Implementation Non-Conformities
Learn from Experts
Learn from experienced practitioners and industry leaders who bring real-world expertise and practical insights to the program.
Federico Smith
EXPLEO GROUP
GLOBAL PROGRAM MANAGER, CYBERSECURITY & THREAT INTELLIGENCE, EXPERT LEADER (C.O.E)
Antonina Burlachenko
STAR
HEAD OF QUALITY AND REGULATORY CONSULTING
Kathrin Kind
WORLD ECONOMIC FORUM
MEMBER, GLOBAL FUTURE COUNCIL ON DATA FRONTIERS
Ljubomir Trajkovski
TRAJKOVSKI & PARTNERS CONSULTING
PARTNERS MANAGEMENT CONSULTING
Christophe Mazzola
DSCVR CYBERSECURITY
FOUNDER & CEO
Adrian Resag
OCEG
ACADEMIC DIRECTOR
Luv Johar
CYBERGRC SERVICES AND ACADEMY
GLOBAL CYBERSECURITY INFLUENCER | CO-FOUNDER
Nuno Teodoro
HUAWEI
CYBER SECURITY AND PRIVACY OFFICER | CISO
Nelson Al Assal Filho
DBMC CONSULTORIA
GLOBAL EXPERT
Stephen Platten
INSPIRED TESTING
PRINCIPAL CONSULTANT
Krishni Arumugam
HIGH HAZARD INDUSTRIES
PRINCIPAL RISK MANAGEMENT, HSE AND PROCESS SAFETY MANAGE CONSULTANT
Tamara Mackroy, PhD
COMPLIANCE & RISK MANAGEMENT EXPERT ISO | QUALITY | GOVERNANCE | HUMAN SERVICES SYSTEMS| L&D PROFESSIONAL
Kelroy James
DEFENCE INNOVATION CHAMPIONS NETWORK, ROYAL NAVY
STRATEGIC INNOVATION CHAMPION
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Target Audience For ISO 20000 Lead Implementer Certification
Pre-Requisites For ISO 20000 Lead Implementer Certification
There is no such recommended experience required for getting this certification. Although your ITSM basics should be clear
Exam Details Of ISO 20000 Lead Implementer Certification
Exam Questions
40
Exam Format
Multiple choice
Language
English
Passing Score
65+
Duration
90 min
Open Book
No
Certification Validity
5 Years
Complimentary Retake
Yes
Sample Certification
About ISO 20000 Lead Implementer Certification
The GSDC Certified ISO 20000 Lead Implementer certification is designed for professionals seeking expertise in implementing and managing an IT service management system based on the ISO 20000:2018 standard. This certification validates your ability to effectively plan, implement, and maintain the IT service management processes and activities within an organization.
With the GSDC Certified ISO 20000 Lead Implementer certification, you demonstrate your competence in aligning IT services with business objectives, improving service quality, and enhancing customer satisfaction.
This certification serves as a testament to your skills and knowledge in IT service management, providing you with a competitive edge in the industry.