ISO 20000 Lead Implementer Certification


The ISO/IEC 20000 Implementer certifications are professional certifications for professionals needing to implement an Service Management System (SMS) and, in case of the ISO/IEC 20000 Lead Implementer Certification, needing to manage an implementation project.

The principal competencies and knowledge skills needed by the market are the ability to support an organization in implementing and managing a Service Management System as specified in ISO 20000:2011: incident management, service management plan, implementation, surveillance, re-examination and operation of an SMS, continual improvement of Service, management's commitment, follow-up and review.

Various professions may apply for this certification:

  • Manager or consultant wanting to implement an Service Management System (SMS)
  • Project manager or consultant wanting to master the Service Management System implementation process
  • Person responsible for the Service or conformity in an organization
  • Member of the Service team
  • Expert advisor in information technology service management
  • Technical expert wanting to prepare for an service management audit function

The requirements for "Implementer" certifications are:


For certification purposes, the following implementation types constitute valid implementation experience:

If an applicant doesn't have all requirements to apply for the credentials of ISO 20000 Lead Implementer he/she may apply for the credentials of ISO 20000 Implementer or ISO 20000 Provisional Implementer.

  1. Internal implementation
  2. External/consulting implementation
  3. Partial implementation

To be considered valid, these implementation activities should follow best implementation practices and include most of the following activities:

  1. Drafting an SMS implementation business case
  2. Managing an SMS implementation project
  3. Implementing Service controls
  4. Managing Service controls
  5. Implementing metrics
  6. Implementing corrective or preventive action
  7. Performing a management review
  8. Performing a risk assessment
  9. Managing incidents
  10. Managing an Service team


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