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Course Outline

Introduction to ISO/IEC 20000 and IT Service Management (ITSM)

  • Overview of the ISO/IEC 20000 framework structure and regulatory requirements for government operations
  • Fundamental concepts governing Information Technology Service Management (ITSM) within public sector contexts
  • Advantages of adopting ISO/IEC 20000 standards to enhance service reliability and accountability
  • Core terminology and operational principles of ITSM relevant to federal agencies
  • Analytical review of case studies demonstrating successful ISO/IEC 20000 implementation in government environments

Strategic Planning for ISO/IEC 20000 Implementation

  • Defining project scope and objectives for ITSM initiatives
  • Securing executive leadership support and organizational commitment
  • Structuring and governing an ISO/IEC 20000 implementation program
  • Risk assessment and mitigation strategies for ITSM projects within government systems
  • Development of a comprehensive implementation roadmap aligned with federal timelines

Execution of ISO/IEC 20000 Requirements

  • Comprehensive analysis of ISO/IEC 20000 clauses and their applicability to government IT infrastructure
  • Deployment of core ITSM processes:
    • Service delivery frameworks
    • Operational control mechanisms
    • Issue resolution protocols
    • Stakeholder relationship management
  • Documentation and governance of ITSM policies and standard operating procedures
  • Development of a Service Management System (SMS) manual for agency use

Performance Measurement, Monitoring, and Continuous Improvement

  • Identification of Key Performance Indicators (KPIs) for ITSM processes
  • Systematic monitoring and evaluation of ITSM performance metrics
  • Conducting internal audits of ITSM practices to ensure compliance
  • Management reviews and establishment of continual improvement cycles
  • Implementation of corrective and preventive actions to address non-conformities

Certification Preparation and Lead Implementer Responsibilities

  • Preparation strategies for ISO/IEC 20000 certification audits in the public sector
  • Selection and engagement with authorized certification bodies
  • Defining the role, responsibilities, and challenges of the Lead Implementer
  • Maintaining continual improvement standards post-certification for government agencies
  • Review sessions and mock examination preparation for the ISO/IEC 20000 Lead Implementer assessment

Summary and Strategic Next Steps

PECB ISO/IEC 20000 Lead Implementer Certification Path and Eligibility Requirements

Upon successful completion of the examination, candidates may apply for one of four professional credentials based on their level of experience. All credentials require passing the PECB Certified ISO/IEC 20000 Lead Implementer Exam (or an approved equivalent) and adherence to the PECB Code of Ethics.

1. Certified ISO/IEC 20000 Provisional Implementer

Suitable for individuals who have mastered the theoretical framework of a Service Management System (SMS) but lack practical field implementation experience.

  • Examination Requirement: Pass the PECB Certified ISO/IEC 20000 Lead Implementer Exam (or equivalent)

  • Professional Experience: Not required

  • SMS Project Experience: Not required

  • Additional Requirement: Execution of the PECB Code of Ethics agreement

2. Certified ISO/IEC 20000 Implementer

Designed for professionals with foundational, hands-on experience in executing and managing IT service management processes within government or public sector settings.

  • Examination Requirement: Pass the PECB Certified ISO/IEC 20000 Lead Implementer Exam (or equivalent)

  • Professional Experience: Two years total, including at least one year of specific work experience in IT Service Management

  • SMS Project Experience: Minimum of 200 hours of qualifying project activities

  • Additional Requirement: Execution of the PECB Code of Ethics agreement

3. Certified ISO/IEC 20000 Lead Implementer

The standard credential for experienced professionals qualified to plan, execute, and fully manage an organization's IT service management system implementation.

  • Examination Requirement: Pass the PECB Certified ISO/IEC 20000 Lead Implementer Exam (or equivalent)

  • Professional Experience: Five years total, including at least two years of specific work experience in IT Service Management

  • SMS Project Experience: Minimum of 300 hours of qualifying project activities

  • Additional Requirement: Execution of the PECB Code of Ethics agreement

4. Certified ISO/IEC 20000 Senior Lead Implementer

The highest tier for expert practitioners with extensive leadership experience orchestrating complex, large-scale Service Management System architectures.

  • Examination Requirement: Pass the PECB Certified ISO/IEC 20000 Lead Implementer Exam (or equivalent)

  • Professional Experience: Ten years total, including at least seven years of specific work experience in IT Service Management

  • SMS Project Experience: Minimum of 1,000 hours of qualifying project activities

  • Additional Requirement: Execution of the PECB Code of Ethics agreement

Note on Qualifying Project Activities: To be accepted by PECB, logged hours must directly relate to the design and deployment of an SMS. Valid activities include drafting implementation plans, initiating and rolling out the SMS, actively managing and maintaining system performance, and identifying opportunities for continual improvement for government stakeholders.

https://pecb.com/en/education-and-certification-for-individuals/iso-iec-20000/iso-iec-20000-lead-implementer

Requirements

- Fundamental understanding of ISO/IEC 20000 or equivalent IT Service Management standards. **Intended Audience** - IT service management professionals - Independent consultants - Project leadership personnel - Compliance and governance officers *Note: This information is provided for government entities.*
 35 Hours

Number of participants


Price per participant

Runs with a minimum of 4 + people. For 1-to-1 or private group training, request a quote.

Testimonials (4)

Theory followed by practical examples and exercices. Job well done!

Vincenzo Delle Donne - Department of National Defence
Course - ISO 37301 Compliance Management System

the expertise & knowledge of the trainer

Erica DeRosa DeRosa - Aecon Group INc.
Course - ISO 37001 Anti-Bribery Management System

With both my 2022 ISO 9001 audit prep-related training & the recently completed ISO 9001 audit prep refresher course; Dereck has helped me significantly with regards to gaining a new & practical perspective of the ISO 9001:2015 clauses & sections & how they apply to our business. Dereck has also helped me with both training courses --- to improve my ISO-related communications both with our company's employees and the external ISO Auditors .

Dana Foster - Corrigan Oil Company
Course - ISO 9001 Foundation

Speed of response and communication

Bader Bin rubayan - Lean Business Services
Course - ISO/IEC 27001 Lead Implementer

Upcoming Courses

ISO/IEC 20000 Lead Implementer

2026-09-14 09:30
35 hours
Atlanta, GA – Regus at Peachtree
$ 6757 (Online)
$ 9757 (Classroom)

ISO/IEC 20000 Lead Implementer

2026-09-28 09:30
35 hours
Cary, NC – Regus at Regency Parkway
$ 6757 (Online)
$ 9757 (Classroom)

ISO/IEC 20000 Lead Implementer

2026-10-26 09:30
35 hours
North Charleston, SC – Regus at Faber Center
$ 6757 (Online)
$ 9757 (Classroom)

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