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 Audit
  • 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 Organization

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
    • Categorize Nonconformities
  • Protection and Prevention
    • Corrective Action
    • Checking Corrective Action
    • Listing of Corrective Actions Requests

Module 11: Leadership

  • Leadership and Commitment
  • Policy
  • Organizational 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

Show moredowndown

Who should attend this ISO 20000 Lead Implementer Training Course?

The ISO 20000 Lead Implementer Course in Washington D.C. is designed for professionals responsible for implementing and managing an IT Service Management system based on the ISO 20000 standard. This course can be beneficial for a wide range of professionals, including:

  • 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 certification represents the pinnacle of achievement in IT Service Management, setting a global benchmark for quality and effectiveness. This certification is increasingly relevant in our technology-driven world, where efficient and reliable IT services are crucial for organizational success. The ISO 20000 Lead Implementer Training Course offers a deep dive into the standards and practices that underpin this prestigious certification.

Understanding and implementing the ISO 20000 standard is vital for IT Professionals, Quality Managers, and Consultants dedicated to elevating IT service quality. This knowledge is particularly essential for those aiming to lead their organizations towards ISO Certification, ensuring alignment with industry best practices and international service management standards.

The Knowledge Academy's 3-day ISO 20000 Lead Implementer Training Course is designed to empower delegates with the skills and insights necessary to effectively implement ISO 20000 standards. Through this intensive training, delegates will gain the expertise needed to lead their organizations through the certification process, enhancing service management capabilities and achieving global recognition for quality IT services.

Course Objectives

  • To provide a thorough understanding of the ISO 20000 standard and its application in the IT Service Management arena
  • To equip delegates with the knowledge to design and implement an IT Service Management system based on ISO 20000
  • To enhance skills in leading, managing, and executing the process of achieving ISO 20000 Certification
  • To enable delegates to understand and manage the challenges associated with implementing ISO 20000 in an organization
  • To develop proficiency in conducting audits and reviews to ensure continuous improvement and compliance with the standard
  • To prepare professionals for taking on leadership roles in IT Service Management and guiding their teams towards certification

Upon completion of this course, delegates will not only have a comprehensive understanding of the ISO 20000 standards but will also be equipped with practical skills for its implementation. This knowledge will significantly enhance their professional capabilities and career prospects in IT Service Management.

Show moredowndown

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 Washington D.C. venue

Includes..

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.

Washington D.C is the capital of the United States and is a federal district. Washington has around 660,000 inhabitants living in the area.

Washington D.C is the home to a variety of universities such as the American University which is a private research university. The university is affiliated with the United Methodist Church. The university was established in 1893 and was approved by former President Benjamin Harrison. The university enrols around 13,000 students a year who are either undergraduate or graduate students. Students at American University have backgrounds of more than 150 nationalities. The American University is also very well known for its study abroad programs in which students can participate in a number of programs around the world.

The George Washington University is another university located in Washington D.C. The university is a private research university and is the largest institution in the District of Columbia. The George Washington University was established in 1821. The university currently has around 25,300 students in attendance with the majority of those studying postgraduate degrees. Some of the courses available at the George Washington University include; Arts, Science, Business, International Affairs, Public Health, Professional Studies, Engineering, Applied Sciences, Nursing and Medicine, Politics and Law.

Another university located in Washington D.C is the Gallaudet University which is a private university for deaf and hard of hearing students. The university has around 2,000 students in attendance. Gallaudet was established in 1864 and was originally a grammar school for deaf and blind children until it became the university. Gallaudet is famous for being the only university that primarily teaches classes specifically accommodated to deaf and hard of hearing students. The university is bilingual using American Sign Language (ASL) and English.

Georgetown University is a private research university in Washington and was established in 1789 making it the oldest catholic and Jesuit institute in the United States. There are around 18,000 students who attend the university each year and study a variety of degrees. Some notable alumni from Georgetown University include eight former heads of state, Bill Clinton, Bradley Cooper and a variety of others. 

Show moredown

Address

AdvantEdge Business Centres,

5335 Wisconsin Avenue,

Suite 650,

Washington D.C

United States

T: +1 7204454674

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 Washington D.C.. 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 Washington D.C., 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

Tailored learning experience

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

budget

Maximise your training budget

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

team_building

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_progress

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 Washington D.C. FAQs

ISO 20000 is an international standard for IT service management that outlines best practices for delivering quality IT services. It helps organisations establish, implement, maintain, and improve a Service Management System, ensuring efficient and effective service delivery aligned with business needs.
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 in Washington D.C. and around the world. This makes it easy to find a training venue near you.
The duration of this course spans across 1 day.
As a prerequisite of this course candidates must have a basic knowledge of ISO 20000 Foundation and experience in auditing.
The ISO 20000 Lead Implementer exam typically includes multiple-choice questions and practical scenarios to assess your understanding of IT service management.
This certification enhances your credibility in IT service management, opening doors to leadership roles in global organisations.
After completing the ISO 20000 Lead Implementer Certification, you can pursue roles such as IT Service Manager, Quality Assurance Manager, IT Consultant, or Compliance Auditor. This certification opens doors to senior positions in service management and process improvement within various industries.
This training equips your team to implement ISO 20000 standards, ensuring your business meets global IT service management requirements.
Yes, by implementing ISO 20000 standards, you can improve service quality, leading to enhanced customer satisfaction.
The Knowledge Academy in Washington D.C. is a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking this course.
The training fees for ISO 20000 Lead Implementerin Washington D.C. starts from $2895
The Knowledge Academy is the Leading global training provider for ISO 20000 Lead Implementer.
Please see our ISO 20000 Training courses available in Washington D.C.
Show more down

Why choose us

icon

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.

icon

Many delivery methods

Flexible delivery methods are available depending on your learning style.

icon

High quality resources

Resources are included for a comprehensive learning experience.

barclays Logo
deloitte Logo
Thames Water Logo

"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

santander logo
bmw Logo
Google Logo

Looking for more information on ISO 20000 Training?

backBack to course information

Get a custom course package

We may not have any package deals available including this course. If you enquire or give us a call on +1 7204454674 and speak to our training experts, we should be able to help you with your requirements.

cross

BIGGEST
Christmas SALE!

red-starWHO WILL BE FUNDING THE COURSE?

close

close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.

close

close

Press esc to close

close close

Back to course information

Thank you for your enquiry!

One of our training experts will be in touch shortly to go overy your training requirements.

close close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.