ISO/IEC 20000-1:2018 Service Management Systems Lead Implementer Training and Certification Program

Programme Summary

Practise leading a structured service management implementation project against ISO/IEC 20000-1:2018. Working through a managed IT service provider case, participants translate service lifecycle governance, service levels and operational reliability into accountable controls, resources and measurable milestones. The programme develops an implementation portfolio, tests operational feasibility and prepares management review evidence to support consistent service delivery aligned with customer requirements.

Training Objectives

1 Structure service management implementation leadership; 2 Translate requirements into workable controls; 3 Coordinate ownership resources and project milestones; 4 Establish meaningful measures and review evidence; 5 Prepare implementation priorities for management approval.

Learning Outcomes

1 Build a service management implementation roadmap; 2 Specify controls for uncontrolled service changes; 3 Design service level agreements; 4 Assign accountable owners and measurable milestones; 5 Present a justified management review proposal.

Target Audience

IT Service Managers; Service Delivery Managers; Service Desk Managers; Implementation Project Managers; Management System Consultants.

Target Industries

Managed IT Services; Cloud Services; Telecommunications; Financial Services IT; Enterprise Shared Services.

Course Contents

• Module 1 Implementation Leadership and Project Mandate: Business case scope and intended benefits; Sponsor responsibilities and implementation team roles; Constraints resources and governance decisions.
• Module 2 Diagnostic Review and Implementation Priorities: Requirements mapping and baseline evidence; Risk based gaps and priority decisions; Implementation milestones and acceptance criteria.
• Module 3 Service Context and System Boundaries: Services customers and interested parties; Service management scope and dependencies; Applicable requirements and climate relevance.
• Module 4 Service Governance and Planning: Policy objectives and accountable process ownership; Service management planning and resources; Risks opportunities and performance commitments.
• Module 5 Service Portfolio and Relationships: Service catalogue and service requirements; Customer relationship and service level management; Supplier and internal service agreements.
• Module 6 Service Demand Capacity and Finance: Demand patterns and capacity planning; Service budgeting and accounting interfaces; Resource availability and service performance.
• Module 7 Design Transition and Change Controls: New or changed service design; Change assessment approval and scheduling; Release deployment and transition acceptance.
• Module 8 Configuration and Operational Support: Configuration information and accuracy checks; Incident resolution and service requests; Problem investigation and known error management.
• Module 9 Service Assurance and Continuity: Service availability and continuity planning; Information security requirements and control interfaces; Testing recovery arrangements and improvement actions.
• Module 10 Service Measurement and System Improvement: Service reporting and trend analysis; Internal audit and management review; Corrective action and service improvement planning.
• Module 11 Designing the Implementation Architecture: Process interactions and accountable control owners; Integration with existing management arrangements; Proportionate documentation and practical control design.
• Module 12 Operational Control Design Workshop: Preventing uncontrolled service changes; Addressing unclear supplier dependencies; Responding to recurrent service disruption.
• Module 13 Building the Required Evidence Portfolio: Service level agreements; Change and configuration records; Incident and problem records.
• Module 14 Competence Communication and Organisational Adoption: Role based competence and learning needs; Operational communication and stakeholder engagement; Resistance escalation and management support.
• Module 15 Resources Suppliers and Implementation Scheduling: Resource estimates and implementation dependencies; External support and supplier accountability; Controlled milestones and progress reporting.
• Module 16 Piloting Controls and Managing Changes: Pilot objectives and realistic acceptance checks; Operational feedback and control adjustments; Approval communication and controlled change records.
• Module 17 Monitoring Performance and Demonstrating Effectiveness: Measurable indicators and reliable data sources; Control performance and exception reporting; Evidence based decisions and corrective action.
• Module 18 Internal Assurance and Management Review: Internal audit planning and independence; Review inputs decisions and resource commitments; Readiness gaps and continuing improvement priorities.
• Module 19 Maintaining the Management System: Ownership handover and ongoing monitoring; Changing risks obligations and operating conditions; Learning mechanisms and improvement programme.
• Module 20 Implementation Portfolio and Leadership Simulation: Present controls responsibilities and milestones; Defend priorities using supplied evidence; Respond to management challenge and feedback.

Assessment

• 100 single best answer questions, including applied scenarios; one mark per question.
• 150 minute invigilated digital examination with identity verification. Approved accessibility adjustments preserve the assessed competence.
• Clean standard text and supplied case documents permitted; internet, messaging and external AI tools prohibited.
• Individual applied assessment (90 minutes): Using a managed IT service provider case, develop a service management implementation roadmap and control model, assign resources and milestones, demonstrate one control and defend implementation priorities in a brief panel review.
• Assessment criteria: Workable design of controls for uncontrolled service changes; Relevant evidence portfolio including service level agreements; Feasible sequencing ownership and measurable implementation acceptance criteria.
• Pass each component separately: 75/100 written marks (75%) and at least 70% on the applied task.
• All mandatory criteria must pass: Do not fabricate evidence or knowingly present unsupported conformity conclusions.
• Individual results and feedback are provided. One reassessment may follow coaching under the published enrolment terms.

Certification

• Successful learners receive a TQCSI Arabia digital Certificate of Successful Completion.
• The certificate records the learner name, exact programme title, teaching hours, completion date and unique verification reference.
• Verified identity, full attendance and separate written and applied passes are required; all mandatory critical criteria must be met.
• Proposed issue target: within 30 calendar days of approved results and settlement of applicable fees.
• Records assessed implementation planning skills in service management; it does not confer independent personnel certification or guarantee organisational certification.
• Attendance confirmation may record completed hours for unsuccessful learners; it does not certify successful completion.

Programme Profile

Number of daysNumber of daysNumber of days

555

Total teaching hoursTotal teaching hoursTotal teaching hours

35 hours; breaks, pre course work and formal final assessments excluded.35 hours; breaks, pre course work and formal final assessments excluded.35 hours; breaks, pre course work and formal final assessments excluded.

Delegates allowedDelegates allowedDelegates allowed

Maximum 20 delegates.Maximum 20 delegates.Maximum 20 delegates.

Training prerequisitesTraining prerequisitesTraining prerequisites

Working knowledge of ISO/IEC 20000-1:2018, relevant service management experience and familiarity with project planning are required. Participants should understand process ownership and operational controls.Working knowledge of ISO/IEC 20000-1:2018, relevant service management experience and familiarity with project planning are required. Participants should understand process ownership and operational controls.Working knowledge of ISO/IEC 20000-1:2018, relevant service management experience and familiarity with project planning are required. Participants should understand process ownership and operational controls.

Pre course assignment and assessmentPre course assignment and assessmentPre course assignment and assessment

Complete a 45-minute gap diagnostic using supplied service level agreements; identify priorities, process owners and implementation constraints.Complete a 45-minute gap diagnostic using supplied service level agreements; identify priorities, process owners and implementation constraints.Complete a 45-minute gap diagnostic using supplied service level agreements; identify priorities, process owners and implementation constraints.

End of course assessmentEnd of course assessmentEnd of course assessment

100 question written exam (150 minutes) and individual applied task (90 minutes).100 question written exam (150 minutes) and individual applied task (90 minutes).100 question written exam (150 minutes) and individual applied task (90 minutes).

Passing criteriaPassing criteriaPassing criteria

75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.