Service Management 20000 Lead Implementer

Service Management 20000 Lead Implementer

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2 378,64 €

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Avenida Visconde de Valmor

Visconde de Valmor

1050-242 Lisboa


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The Service Management 20000 Lead Implementer course is a course based on the ISO/IEC 20000-1 international standard. Supported by a real-world adapted case-study, the course challenge the students on the implementation of a Service Management System (SMS) based on the requirements and best practices defined by the ISO/IEC 20000 family of standards and supported by a BEHAVIOUR customized methodology created by experts on service management and on ISO and other related well known best practices on the service management and other IT related fields.

More than knowing the main definitions, concepts, principles and requirements, the students will learn to put into practice a Service Management Program to establish and maintain an SMS, based on a BEHAVIOUR customized methodology, and supported by several training resources, including several approaches, templates and other tools that will be useful so students may be able to apply their knowledge in a real-world context.

The students will be challenged with a series of exercises, supported by BEHAVIOUR and in-class drafted templates, were the learned knowledge and acquired expertise will came into practice. Exercises such as the understanding of the organization drivers; the service management context establishment, including the service management issues, SMS and the services interested parties and scope definition; assessing the current and target state to draft the basis for a gap analysis; establish the process and draft an practical approach for assessing and treatment of risk and opportunities; establish the service management objectives and plans for their achievement; identify and create policies, processes, procedures and plans to support the SMS; implement actions to respond to service management requirements; establish the approach for performance evaluation, including the definition of measures and indicators, service reports, internal audits and management reviews; draft the basis for the continual improvement process, including the procedure and template for managing findings; among others, as applicable, are important to allow the implementation of the standard in an organization.

The fundamental knowledge of the Service Management 20000 Foundation course is included, so it is not a prerequisite or a training path.

Training materials updated with the last released editions of all the related best practices, including any related draft published.

On this course, the students will acquire the expertise to establish, implement, maintain, and continually improve a Service Management System (SMS), in accordance with the requirements of the ISO/IEC 20000-1 International Standard.

Besides the fundamental concepts related with service management and a detailed overview clause-by-clause of the ISO/IEC 20000-1 standard and its requirements, the course leads the students through a step-by-step BEHAVIOUR customized methodology to implement the ISO/IEC 20000-1 international standard and achieve the ISO/IEC 20000-1 certification. The SMS implementation process covered on this course is supported by the ISO/IEC 20000 standards family best practices (including ISO/IEC 20000-2, ISO/IEC 20000-3, ISO/IEC 20000-5, and many others), ITIL v4 and other recognized service management, information security, risk management, project management and IT best practices. The BEHAVIOUR customized methodology helps the students to transform the learned knowledge and expertise into real-world practice. Applying this knowledge, the students will be able to implement a Service Management Program based on ISO/IEC 20000-1 and lead with success their organization, or their customers organization, to the establishment and maintenance of an SMS based on ISO/IEC 20000-1.

Based on a real-world adapted case-study organization, and supported by several approaches, templates and other tools, including discussions and practical exercises, the students will team-up with their peers during this course and will be challenged to demonstrate their Lead Implementer skills to implement an SMS for this organization. This training methodology train and prepare students for successfully implement the ISO/IEC 20000-1 standard in a real-world environment.


This course is based on theorical, and practical sessions supported by a real-world adapted case-study.

The course includes hands-on practical and theorical exercises to:

better prepare the students for the real-world challenges,

to prepare and increase the likelihood of success on the certification exam, and

train and prepare professionals for leading the SMS implementation and achieve ISO/IEC 20000-1 certification.

This course is available to be delivered in a Classroom and Live-Training model.

Live Training brings you the dynamic environment of the classroom, to your desk. Using your computer, you interact with the trainer and the trainees as if you were with them in the classroom.


This course is intended to:

IT Service Management and/or IT Consultants, Auditors, Managers or Risk Professionals

Any Executive or Senior Manager responsible to ensure the alignment and delivery of value from IT Service Management to the organization participating on an SMS implementation based on ISO/IEC 20000-1

Experts responsible for the IT Service Management/IT Governance on the organization

Project managers leading or preparing to lead an ISO/IEC 20000-1 implementation program

Any professional, either, IT, information security, business or any other, involved on the establishment, implementation, operations and/or continual improvement of a Service Management System (SMS) based on ISO/IEC 20000-1

Anyone who wants to acquire the knowledge needed to implement an ISO/IEC 20000-1 SMS


Students should understand English as the course documentation is in this language. Please consult BEHAVIOUR to verify the availability of the course on other languages

Objectivos Gerais

At the end of this course students will be able to:

Understand the fundamental service management concepts, and the main clauses and requirements of ISO/IEC 20000-1

Get to know and understand the correlation of the ISO/IEC 20000 family standards, including ISO/IEC 20000-1, ISO/IEC 2000-2, and related ISO, ITIL v4 and other best practices, legislation, and regulation

Establish, implement, maintain, and continually improve a Service Management System (SMS), in accordance with the requirements of the ISO/IEC 20000-1 International Standard

Understand and know how to implement and operate an SMS and the services in the context of an organization, including the required processes, techniques, and tools

Assess and treat risks and opportunities to successfully achieve the service management objectives in response to the organization objectives

Establish and implement the SMS service management plan according to the requirements of the organization

Identify, draft, and implement the required service management requirements, including the required service management processes supported on the guidance of ISO/IEC 20000-2, i.e., the service portfolio processes, the relationship and agreement processes, the supply and demand processes, the service design, build and transition processes, the resolution and fulfilment processes, and the service assurance processes

Identify and draft the SMS and the services required documented information, including templates for policies, processes, procedures, plans, among others required

Understand and implement the performance evaluation requirements, including the approaches for monitoring and measure the SMS and the services, the internal audit program, and the management review

Identify and respond to the SMS and the services continual improvement requirements based on the continual changes in the context of an organization

Advise an organization on the latest service management and related best practices in support to the service management and business objectives

Lead the organization to the achievement of the ISO/IEC 20000-1 certification


Introduction to Service Management, the ISO/IEC 20000-1 standard and, related best practices

Establish (Plan) an SMS based on ISO/IEC 20000-1

Implement and Operate (Do) an SMS based on ISO/IEC 20000-1

Monitor and Review (Check) and, Maintain and Improve (Act) an SMS based on ISO/IEC 20000-1; Advance for the ISO/IEC 20000-1 Certification Audit

Certified Service Management 20000 Lead Implementer (CSM20000LI) Exam


The “Certified Service Management 20000 Lead Implementer” exam covers the following competence domains:

Domain 1: Service management fundamentals and ISO/IEC 20000-1 requirements

Domain 2: Establish (Plan) an SMS based on ISO/IEC 20000-1

Domain 3: Implement and Operate (Do) an SMS based on ISO/IEC 20000-1

Domain 4: Monitor and Review (Check) an SMS based on ISO/IEC 20000-1

Domain 5: Maintain and Improve (Act) an SMS based on ISO/IEC 20000-1

Domain 6: Advance for the ISO/IEC 20000-1 Certification Audit

Language(s): English (please consult BEHAVIOUR for availability on additional languages).

Exam details: One part exam.

Duration: 3 hours.

Results: “Pass or Fail” qualitative score. In the case of a failure, the result will be accompanied with the list of domains in which you had a mark lower than the passing grade. If the candidate fails the exam, he is entitled to one free retake within a 1-year period from the initial exam date.

Passing score: 700/1000 marks.

Exam type: Scenarios-based open questions.


After successfully completing the certification exam, participants may apply for one of the three available credentials for this personnel certification scheme, depending on their level of experience.

Certified Service Management 20000 Associate Implementer: no previous experience required.

Certified Service Management 20000 Implementer: 2 years of experience on service management

Certified Service Management 20000 Lead Implementer: 5 years of experience on service management


Formação na língua portuguesa ou inglesa.

Recursos materiais da formação online e em Inglês.

Metodologia prática de implementação passo-a-passo.

Certificado digital de Frequência de Formação Behaviour com 31 créditos CPD/CPE.

Exame de Certificação, presencial ou online, em Português e Inglês. O exame pode ser realizado até 1 ano, após a conclusão do curso.

Diploma digital de Certificação e Insígnia digital de Certificação, após sucesso no exame e conclusão do processo de candidatura. Este registo não tem qualquer custo associado.

Se o candidato não for aprovado no exame, tem o direito a uma nova tentativa gratuita dentro de um período máximo de 12 meses, a contar da data do exame inicial.