The PECB ISO/IEC 20000 Lead Implementer course prepares professionals to establish, implement, operate, maintain, and continually improve a Service Management System (SMS) based on ISO/IEC 20000-1.

The course develops the knowledge and practical skills required to interpret ISO/IEC 20000-1 requirements, plan and manage an SMS implementation, establish service management policies and objectives, manage risks and resources, implement service management processes, evaluate SMS performance, and prepare an organization for a certification audit.

It also helps participants understand how an effective Service Management System can enable organizations to manage service delivery activities in a structured manner, meet service requirements, deliver value to customers, and continually improve service performance.

This course is suitable for:

• Managers and consultants involved in implementing a Service Management System
• Service management and IT service management professionals
• Project managers and expert advisers seeking advanced knowledge of ISO/IEC 20000-1
• Professionals responsible for meeting service requirements and delivering value
• Individuals responsible for maintaining conformity with ISO/IEC 20000-1
• Members of SMS implementation and operation teams
• Professionals interested in pursuing a career in service management

Participants should have basic knowledge of ISO management system standards, a general understanding of ISO/IEC 20000-1, and an awareness of management system implementation principles.

This is a fully self-paced PECB Self-Study package. You can study according to your own schedule using official PECB digital course materials, practical examples, exercises, and quizzes.

This Self-Study package does not include scheduled live classes or prerecorded training videos.

All official study materials, examination services, results, and certification applications are provided through the official myPECB platform and are not hosted on the CertiBanks website.

Important: Create Your PECB Account

Before purchasing or requesting activation, please create a free PECB Member Account through the official myPECB portal.

Your PECB account is required for course enrollment, access to the official study materials, examination scheduling, examination results, and certification applications.

How the Process Works

1. Create your PECB Member Account through the official myPECB platform.
2. Purchase the package from CertiBanks.
3. Provide us with your full name, PECB account email address, and preferred course language.
4. CertiBanks will register you for the official PECB ISO/IEC 20000 Lead Implementer Self-Study course.
5. Once registration is completed, the official course materials will become available in your myPECB dashboard.
6. Study the course materials and complete the exercises and quizzes at your own pace.
7. Schedule and take your PECB ISO/IEC 20000 Lead Implementer examination through the PECB platform.
8. After passing the examination, submit your certification application through your myPECB account.

What This Package Includes

• Official PECB ISO/IEC 20000 Lead Implementer Self-Study enrollment
• Access to official digital course materials through myPECB
• More than 450 pages of information and practical examples
• Exercises, implementation activities, and quizzes
• First PECB examination attempt
• One free examination retake in case of failure
• Certification application fee
• First year of the PECB Annual Maintenance Fee
• Course completion attestation with 31 CPD credits
• Eligibility to claim the applicable PECB digital badge after certification
• Registration, activation, and general guidance from the CertiBanks team

PECB confirms that the course provides more than 450 pages of training materials and awards 31 CPD credits. The applicable partner training package also includes the first examination attempt, one free retake, the certification application fee, and the first year of the Annual Maintenance Fee.

Examination and Certification Information

The package includes the first examination attempt and one free retake.

For this Self-Study package, the complete examination cycle, including the first attempt and free retake, must be completed within 12 months of the package purchase date.

The PECB ISO/IEC 20000 Lead Implementer examination evaluates the candidate’s knowledge across the following competency domains:

• Fundamental principles and concepts of a Service Management System
• Initiation of an SMS implementation
• Planning an SMS implementation based on ISO/IEC 20000-1
• Implementation of an SMS based on ISO/IEC 20000-1
• Monitoring and measurement of an SMS
• Continual improvement of an SMS
• Preparation for an SMS certification audit

The current examination:

• Contains 80 multiple-choice questions
• Includes stand-alone and scenario-based questions
• Has a duration of three hours
• Requires a passing score of 70%
• Is conducted as an open-book examination

Candidates may use the following permitted reference materials during the examination:

• A copy of the ISO/IEC 20000 standard
• Official PECB training course materials
• Personal notes taken while studying the course

Reference materials may be accessed through the PECB Exams application or used in printed form, subject to the current PECB examination rules.

Examination formats, durations, available languages, permitted reference materials, and scheduling arrangements may be updated by PECB. Candidates should review the current examination information available through the PECB platform before scheduling the exam.

Passing the examination does not automatically grant the highest Lead Implementer credential.

After passing the examination, you must submit a certification application through your myPECB account. The certification level awarded by PECB will depend on your professional experience and Service Management System project experience.

Depending on the requirements you meet, you may apply for one of the following credentials:

• PECB Certified ISO/IEC 20000 Provisional Implementer
• PECB Certified ISO/IEC 20000 Implementer
• PECB Certified ISO/IEC 20000 Lead Implementer
• PECB Certified ISO/IEC 20000 Senior Lead Implementer

Certification Requirements

PECB Certified ISO/IEC 20000 Provisional Implementer

This credential does not require previous professional or SMS project experience.

Candidates must:

• Pass the PECB ISO/IEC 20000 Lead Implementer examination or an accepted equivalent
• Submit the certification application
• Agree to follow the PECB Code of Ethics

PECB Certified ISO/IEC 20000 Implementer

Candidates must have:

• At least two years of professional experience
• At least one year of work experience in service management
• At least 200 hours of SMS project activities
• Passed the applicable examination
• Agreed to follow the PECB Code of Ethics

PECB Certified ISO/IEC 20000 Lead Implementer

Candidates must have:

• At least five years of professional experience
• At least two years of work experience in service management
• At least 300 hours of SMS project activities
• Passed the applicable examination
• Agreed to follow the PECB Code of Ethics

PECB Certified ISO/IEC 20000 Senior Lead Implementer

Candidates must have:

• At least ten years of professional experience
• At least seven years of work experience in service management
• At least 1,000 hours of SMS project activities
• Passed the applicable examination
• Agreed to follow the PECB Code of Ethics

The certification levels and applicable experience requirements are established and evaluated by PECB during the certification application process.

Relevant SMS implementation activities may include:

• Drafting an SMS implementation plan
• Initiating an SMS implementation project
• Managing an SMS implementation team
• Implementing and operating the SMS
• Managing SMS documented information
• Implementing corrective actions
• Monitoring and evaluating SMS performance
• Identifying and acting on continual improvement opportunities
• Preparing the organization for an ISO/IEC 20000-1 certification audit

Candidates who do not yet meet the experience requirements for the Lead Implementer credential may apply for a lower applicable credential and request an upgrade after gaining the required experience.

Course Delivery Format

This package is fully self-paced and does not require attendance on specific dates.

The Self-Study format provides access to the official digital course materials, practical examples, implementation exercises, and quizzes through the myPECB platform.

It does not include scheduled live classes or prerecorded training videos.

You can access the course materials and study according to your own schedule and availability.

The five-day course agenda represents the structure and estimated content of the training. It does not require attendance on five specific or consecutive days.

Course Structure

The course generally covers:

Introduction to ISO/IEC 20000 and SMS Implementation

• Introduction to the ISO/IEC 20000 series
• Fundamental service management concepts and principles
• Benefits of implementing a Service Management System
• Relationship between ISO/IEC 20000-1 and other ISO standards
• Relationship between service management and ITIL
• Initiating an SMS implementation project
• Developing the SMS implementation business case
• Selecting an appropriate implementation approach
• Understanding the organization and its context
• Identifying interested parties and their requirements
• Analyzing the existing service management system
• Determining the SMS scope

Planning the SMS Implementation

• Leadership and management commitment
• Service management policies
• Organizational roles, responsibilities, and authorities
• Service management objectives
• Addressing risks and opportunities
• Conducting risk assessments
• Planning organizational changes
• Determining required resources
• Competence, awareness, and communication
• Managing documented information

Implementing the Service Management System

• Operational planning and control
• Service portfolio management
• Service planning and control
• Service catalogue management
• Asset management
• Configuration management
• Relationship and agreement management
• Business relationship management
• Service-level management
• Supplier management
• Supply and demand management
• Budgeting and accounting for services
• Demand management
• Capacity management
• Service design, build, and transition
• Change management
• Service design and transition
• Release and deployment management
• Resolution and fulfillment
• Incident management
• Service-request management
• Problem management
• Service assurance
• Service availability management
• Service continuity management
• Information security management

SMS Monitoring and Continual Improvement

• Monitoring, measurement, analysis, and evaluation
• Defining SMS performance indicators
• Monitoring service performance
• Evaluating customer satisfaction
• Conducting internal audits
• Conducting management reviews
• Managing nonconformities
• Implementing corrective actions
• Identifying continual improvement opportunities
• Maintaining and improving the SMS

Preparing for Certification

• Understanding the ISO/IEC 20000-1 certification process
• Selecting an appropriate certification body
• Preparing documented information for certification
• Assessing organizational readiness
• Preparing personnel for certification audit interviews
• Understanding stage 1 and stage 2 certification audits
• Responding to audit findings and nonconformities
• Developing corrective-action plans
• Preparing for surveillance and recertification audits
• Preparation for the PECB ISO/IEC 20000 Lead Implementer examination

The official course is structured across four learning days followed by the certification examination.

Course and examination language availability may vary. Please confirm your preferred course language before activation.

Any language change requested after enrollment will be subject to PECB approval and availability.

Need Help?

CertiBanks will support you with package registration, activation, and general guidance throughout the process.

The official study materials, examination scheduling, examination results, certification application, certificate, and digital badge are accessed and managed through your myPECB account.

Before Purchasing

Please create your free myPECB account before placing your order.

Once registration is completed, your official course materials, examination services, results, and certification application will be available through your myPECB account.