PECB Certified ISO/IEC 20000-1 Lead Implementer
Five days on leading an ISO/IEC 20000-1 implementation end to end — from gap assessment and scope through service catalogue, SLA design and process integration, to the certification audit itself.
Total price, all inclusive
$1,495per seat
Exam, one retake and first-year certification included.
- Official PECB participant materials and case studies
- 3-hour PECB certification exam voucher included
- One free exam retake if you do not pass first time
- First-year certification application fee covered
- 31 CPD credits on completion
No payment is taken online. We confirm your seat and dates by email, then invoice. Questions?
About this course
ISO/IEC 20000-1 specifies requirements for a service management system covering service design, transition, delivery and improvement. It is the certifiable counterpart to ITIL practice, and the credential managed service providers use to prove delivery maturity.
This is the official PECB Lead Implementer scheme for ISO/IEC 20000-1, delivered over 5 days and worth 31 CPD credits. On completion and after passing the examination you are awarded the PECB Certified ISO/IEC 20000-1 Lead Implementer credential.
Why this certification is worth holding
- The certification managed service providers are asked for in RFPs
- Turns ITIL practice into an auditable, certifiable management system
- Aligns naturally with an existing ISO 27001 certification
What you will be able to do
- 01Master the concepts, approaches and techniques used to implement service management systems
- 02Translate ISO/IEC 20000-1 requirements into a scoped, resourced implementation plan
- 03Lead the service catalogue, SLA design and process integration that the standard requires
- 04Support an organisation in operating, monitoring and improving its SMS
- 05Prepare the organisation and its evidence for a third-party certification audit
Day-by-day agenda
5 days of instruction and case-study work, following the official PECB curriculum.
- 1
Introduction to ISO/IEC 20000-1 and initiation of the SMS
- Training objectives and the implementer certification path
- ISO/IEC 20000-1 and the wider regulatory landscape
- Service management system — principles and concepts
- Initiating the implementation: business case, mandate and governance
- Understanding the organisation, its context and interested parties
- Defining the SMS scope and drafting the policy
- 2
Implementation planning
- Analysis of the existing system and gap assessment
- Leadership, roles, responsibilities and SMS governance
- Planning: service planning, service portfolio and service level objectives
- Risks to service continuity, availability and capacity
- Setting objectives and planning to achieve them
- Structuring documented information and the document management system
- 3
Implementing the SMS
- Designing and deploying service management processes and controls
- Operation: service delivery, relationship, supply, resolution and control processes
- Competence, awareness, communication and training programmes
- Managing change, suppliers and outsourced processes
- Incident, service request, problem and major incident management
- Operational documentation, records and evidence trails
- 4
Monitoring, improvement and preparing for certification
- Monitoring, measurement, analysis and evaluation of the SMS
- Running the internal audit programme
- Management review inputs, outputs and cadence
- Nonconformity, corrective action and continual improvement
- Preparing for the certification audit: readiness review and evidence pack
- Closing the training and exam preparation
- 5
Certification exam
- Exam-technique clinic: how the essay-type domains are marked
- Timed mock questions with model answers walked through
- Sitting the official PECB examination (online-proctored or paper)
- Submitting the certification application and evidencing experience
Exam and certification
Exam duration
3 hours
Exam format
Essay-type · open book
Delivery
Online-proctored or paper-based
CPD credits
31 credits
To be awarded PECB Certified ISO/IEC 20000-1 Lead Implementer
- Pass the PECB Lead Implementer examination
- Five years of professional experience, two of them in the relevant field
- 300 hours of project activities on management system implementation
- Sign the PECB Code of Ethics
If you do not pass first time
One retake is included at no extra cost, and PECB does not require you to repeat the training. We run a focused review session with you first to work out where the marks went, then rebook the sitting.
Exam duration and format follow PECB’s published examination rules, which we confirm with you before you sit.
Who it is for
Built for
- Project managers and consultants leading the SMS implementation
- Service delivery managers accountable for IT service management in their organisation
- Members of the SMS project team preparing for certification
- Advisors expected to guide an organisation through the standard
Prerequisites
A working knowledge of ISO/IEC 20000-1 and of management system principles. The Foundation course covers this if you are new to the standard.
See the Foundation courseWhat is included
- Official PECB participant materials and case studies
- 3-hour PECB certification exam voucher included
- One free exam retake if you do not pass first time
- First-year certification application fee covered
- 31 CPD credits on completion
- Twelve months of access to the KATE learning app
- A 1:1 pre-enrolment call to confirm the course is right for you
Common questions
PECB is a global certification body that provides training and certification against ISO standards. Its personnel certification schemes are accredited to ISO/IEC 17024, the international standard for bodies certifying people — which is what makes a PECB credential recognised by employers, auditors and certification bodies worldwide rather than being a private certificate of attendance.
No. Foundation is not a formal prerequisite for Lead Implementer or Lead Auditor. It exists for people who are new to the standard and want the vocabulary and clause structure before the deeper course. If you already work with the standard day to day, go straight to the Lead course — we will tell you plainly on the pre-enrolment call which is right for you.
The official PECB participant materials and case studies, the certification exam voucher, one free retake if you do not pass first time, your first-year certification application fee, the CPD credits, twelve months of KATE app access, and a 1:1 call before you enrol. There are no separate exam fees added later.
Lead Implementer is for building the management system: scope, risk assessment, control selection, documentation and getting the organisation ready for its certification audit. Lead Auditor is for assessing one: audit planning, evidence gathering, findings, nonconformity reports and audit programme management. Implementers build, auditors verify. Consultants often hold both.
Foundation exams are one hour and multiple choice. Lead-level exams are three hours, essay-type and open book — you may bring the standard and your own notes. Exams can be sat online with remote proctoring or on paper at the end of a classroom session. Results are typically issued within four to six weeks, and your certification is then issued once your application is approved.
One retake is included in every price on this site, at no additional cost. PECB allows retakes without repeating the training, and we will run a focused review session with you first to work out what went wrong.
Often taken alongside this
ISO/IEC 20000-1 Foundation
A two-day grounding in ISO/IEC 20000-1 — the vocabulary, the structure of the standard and how service management systems actually work in practice.
ISO/IEC 20000-1 Lead Auditor
Five days on auditing service management systems against ISO/IEC 20000-1, using the ISO 19011 and ISO/IEC 17021-1 principles that certification bodies audit by.
ISO/IEC 27001 Lead Implementer
Five days on leading an ISO/IEC 27001 implementation end to end — from gap assessment and scope through risk assessment, control selection and the Statement of Applicability, to the certification audit itself.