ISO 20000 Lead Implementer study guide
ISO 20000 Lead Implementer · Work through your exam, one topic at a time.
The PECB Certified ISO/IEC 20000 Lead Implementer is a professional credential that validates competence in implementing a service management system (SMS) based on the requirements of ISO/IEC 20000-1. The associated training course is aimed at managers and consultants involved in SMS implementation, managers and employees helping their organization meet service requirements and deliver value, project managers, consultants and expert advisers who want to master SMS implementation, individuals responsible for maintaining conformity with ISO/IEC 20000-1, and members of an SMS implementation team. The ISO 20000 Lead Implementer study guide has 7 sections and about 2,792 words.
01Fundamental Principles and Concepts of a Service Management System
This domain tests whether you can separate the system from the tools and processes that support it, and whether you know which document in the ISO/IEC 20000 family says what. Expect definitional questions and "which statement is true" items.
426 words, about 2 min02Service Management System Requirements
This domain tests your command of the clause structure of ISO/IEC 20000-1 and the specific requirements inside each clause. Items often present a plausible practice and ask whether it satisfies a "shall".
412 words, about 2 min03Planning of an SMS Implementation Based on ISO/IEC 20000-1
This domain tests how you move from intent to a workable implementation programme: scoping, baselining, sequencing and resourcing. Questions typically describe a starting position and ask for the best next step.
385 words, about 2 min04Implementation of an SMS Based on ISO/IEC 20000-1
This domain tests whether you can turn a plan into operating practice with evidence. Items often contrast a document with a working process, or ask what an SLA, OLA and underpinning contract each do.
401 words, about 2 min05Monitoring and Measurement of an SMS Based on ISO/IEC 20000-1
This domain tests clause 9: what you measure, how you audit, and how management review closes the loop. Items often describe a measurement or audit practice and ask what is wrong with it.
369 words, about 2 min06Continual Improvement of an SMS Based on ISO/IEC 20000-1
This domain tests clause 10, and specifically whether you can distinguish a correction from a corrective action and show that improvement was planned, implemented and verified. React to the nonconformity and, where applicable, control and correct it and deal with the consequences.
381 words, about 2 min07Preparation for an SMS Certification Audit
This domain tests how certification actually works: who audits against what, how the two stages differ, how findings are graded, and what must be true before you book anything. Certification bodies are governed by ISO/IEC 17021-1 and ISO/IEC 20000-6; the organization is audited against ISO/IEC 20000-1 only.
418 words, about 2 min