ISO/IEC 20000-1:2018 - IT Service Management Lead Implementer

About the Course

The ISO/IEC 20000-1:2018 IT Service Management Lead Implementer training course equips delegates with the essential knowledge and practical competencies to establish, implement, and continually enhance a Service Management System aligned with the international standard. It enables professionals to align IT service delivery with business objectives, customer expectations, and recognised best practices. It provides a structured understanding of the standard while introducing actionable methodologies for effective SMS planning and execution. Delegates gain insight into how ISO/IEC 20000-1 supports consistent service quality and strengthens organisational governance. They will learn to translate requirements into process designs, service catalogues, SLAs, and operational procedures. It also emphasises leadership skills needed to guide SMS adoption within diverse organisational environments.

Delivered through an interactive and practice-focused approach, the learning experience balances technical detail with strategic perspective. Delegates explore every clause of ISO/IEC 20000-1:2018, covering context, leadership, planning, support, operations, performance evaluation, and continual improvement. They gain hands-on experience through workshops, process mapping, mock audits, and implementation roadmaps that support real-world application, which integrates modern digital transformation concepts, including the use of artificial intelligence and machine learning to optimise IT service management processes. Delegates examine how predictive analytics, intelligent automation, and AI-driven service desk tools can elevate service performance and efficiency.

Core Objectives

By the end of the training course, delegates will be able to:

• Understand the structure, purpose, and requirements of ISO/IEC 20000-1:2018
• Analyse organisational needs by assessing internal and external issues, stakeholder expectations, risks, opportunities, and gaps against ISO/IEC 20000-1 to establish the appropriate SMS scope and priorities
• Apply leadership, communication, resource management, and documented information practices
• Develop service management plans, service catalogues, SLAs/SLRs, operational procedures, and lifecycle processes covering design, transition, delivery, support, and improvement
• Implement core ITSM processes—including incident, problem, change, configuration, supplier management, and information security controls—and integrate automation and AI-enabled tools to enhance service performance
• Evaluate SMS effectiveness using performance monitoring, KPIs, internal audits, management reviews, and continual improvement mechanisms aligned with Clause 9 and Clause 10 requirements

Training Approach

The training course uses an interactive, practice-oriented approach that blends theory with hands-on workshops, case studies, and scenario-based activities to equip delegates with both the understanding and practical skills needed to confidently lead ISO/IEC 20000-1:2018 SMS implementation projects.

The Attendees

This training course is ideal for professionals responsible for implementing, managing, improving, or auditing ISO/IEC 20000-1:2018 service management systems, including those leading SMS projects, enhancing IT service delivery, or preparing for certification.

It will be valuable to the professionals, but not limited to the following:

• Chief Information Officers (CIOs) and IT Directors 
• IT Service Directors and Managers 
• Service Delivery Managers and Team Leaders
• ITSM Implementation Project Managers 
• IT Governance and Compliance Officers 
• Quality Assurance Managers 
• Internal Auditors 
• Process Owners and Process Managers 
• IT Operations Managers 
• Service Desk Managers and Supervisors 
• Change Managers and Configuration Managers 
• Information Security Managers 
• Digital Transformation Leaders 

Daily Discussion

DAY ONE: INTRODUCTION, CONTEXT & FRAMEWORK OF SMS

• Understanding SMS and its Role in IT Service Management
• ISO/IEC 20000-1:2018 Overview—Structure, Clauses & Key Terms
• Organisational Context (Clause 4): Issues, Stakeholders & SMS Scope
• Leadership (Clause 5): Commitment, Policy & Responsibilities
• Planning (Clause 6): Risks, Objectives & Change Planning
• Support (Clause 7): Resources, Competence & Documentation

DAY TWO: OPERATION & SERVICE DELIVERY PROCESSES

• SMS Operation (Clause 8): Service Lifecycle Management
• Service Design & Transition: Catalogue, SLAs, Availability & Continuity
• Service Delivery Processes: Incidents, Problems, Requests, Changes & Configuration
• Supplier & Service Provider Management
• Information Security Integration (ISO/IEC 27001)
• Service Documentation & Process Workflows

DAY THREE: PERFORMANCE EVALUATION & IMPROVEMENT

• Performance Evaluation (Clause 9): Monitoring, Measurement & Audit Review
• Continual Improvement (Clause 10): Nonconformities & Corrective Actions
• Conducting Gap Analysis Against ISO/IEC 20000-1 Requirements
• ITSM Metrics & KPIs
• Internal Audit Execution
• Management Review: Outcomes, Decisions & Improvement Actions

DAY FOUR: PROJECT IMPLEMENTATION, INTEGRATION, TOOLS, & AI-ENHANCEMENT

• Leading SMS Implementation
• ITSM Tools & Automation
• AI & Machine Learning in ITSM
• Integrating SMS with ISO 9001, ISO/IEC 27001 & ISO 22301
• Change Management & Cultural Readiness
• ISO/IEC 20000-1 Implementation Insights & Common Pitfalls
• Building an SMS Implementation Roadmap with AI-Enabled Enhancements
• Developing Catalogues, Workflows & Dashboards in an ITSM Platform

DAY FIVE: CERTIFICATION PREPARATION, FINALISATION & MOCK EXAM

• Recapitulation of ISO/IEC 20000-1 Clauses and Core Requirements
• Lead Implementer Exam Preparation: Sample Questions & Exam Strategy
• Mock Exam and Debrief
• Finalising SMS Documentation: Policies, Manuals, Process Maps & Registers
• Presenting and Refining the SMS Implementation Plan
• Reflection & Action Planning for Organisational Application

Certificate Awarded

Upon successful completion of this training course, participants will be awarded a Certificate of Completion from XCalibre Training Centre, acknowledging their accomplishment. This certificate serves as a testament to their dedication to developing their skills and advancing their expertise in their respective fields.