IT Service management

- Training calendar

Modules	Days	April	June
ISO 20000 Introduction	1d		27
Certified ISO 20000 Foundation	2d	26-27
Certified ISO 20000 Lead Auditor	5d
Certified ISO 20000 Lead Implementer	5d

- Details

ISO 20000 Introduction (Duration: 01 days)

To understand the fundamentals of IT management
To know the interrelationships between ISO/IEC 20000-1:2011 and ISO/IEC 20000-2:2005
To know the key components of an IT Service Management System in an ISO/ 20000 context
To introduc the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System in accordance with ISO 20000
To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
To understand the stages of the ISO 20000 certification process

IT Professionals wanting to gain a comprehensive knowledge of the main processes of an Information Technology Service Management System (ITSMS)

Staff involved in the implementation of the ISO 20000 standard

Expert advisors in IT

Managers responsible for implementing an ITSMS

Auditors

None

Introduction to the ISO 20000 family of standards family
Introduction to management systems and the process approach
Presentation of main processes of an ITSMS
Implementation phases of the ISO 20000 framework
Continual improvement of IT management
Conducting an ISO 20000 certification audit

Certified ISO 20000 Foundation (Duration: 02 days)

To understand the implementation of an Information Technology Service Management System in accordance with ISO20000
To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
To know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL
To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an Information Technology Service Management System
To acquire the necessary expertise to contribute in implementing an Information Technology Service Management System (ITSMS) as specified in ISO 20000

Members of an Information Technology Service team

IT Professionals wanting to gain a comprehensive knowledge of the main processes of an Information Technology Service Management System (ITSMS)

Staff involved in the implementation of the ISO 20000 standard

Technicians involved in operations related to an ITSMS

Auditors

None.

Introduction to Information Technology Service Management System (ITSMS) concepts as required by ISO 20000
- Introduction to the ISO 20000 family of standards
- Introduction to management systems and the process approach
- Fundamental principles in IT Service Management
- General requirements presentation of ISO/IEC 20000-1:2011 clauses
- Implementation phases of the ISO/IEC 20000:2005 framework
- Continual improvement of IT management
- Conducting an ISO/IEC 20000-1:2011 certification audit
Implementing the IT service management processes based on ISO 20000 and Certification Exam
- Planning and implementing change management
- Supplier management
- Relationship management
- Problem management
- Release management
- Certified ISO/IEC 20000 Foundation exam

Certified ISO 20000 Lead Auditor (Duration: 05 days)

To acquire the expertise to perform an ISO 20000 internal audit following ISO 19011 guidelines
To acquire the expertise to perform an ISO20000 certification audit following ISO 19011 guidelines and ISO 17021 specifications
To acquire the necessary expertise to manage an ITSMS audit team
To understanding the operation of an ISO 20000 conformant Information Technology Service management system
To know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL
To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
To improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making in the context of an ITSMS

Internal auditors

Auditors wanting to perform and lead Information Technology Service Management System (ITSMS) certification audits

Project managers or consultants wanting to master the Information Technology Service Management System audit process

Persons responsible for the Information Technology Service conformity in an organization

Members of an Information Technology Service team

Expert advisors in information technology

Technical experts wanting to prepare for an Information Technology Service audit function

ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended

Introduction to Information Technology Service Management System (ITSMS) concepts as required by ISO 20000
- Normative, regulatory and legal framework related to Information Technology Service
- Fundamental principles of Information Technology Service
- ISO 20000 certification process
- Information Technology Service Management System (ITSMS)
- Detailed presentation of the clauses 4 to 10 of ISO 20000-1
Planning and Initiating an ISO 20000 audit
- Fundamental audit concepts and principles
- Audit approach based on evidence and on risk
- Preparation of an ISO 20000 certification audit
- ITSMS documentation audit
- Conducting an opening meeting
Conducting an ISO 20000 audit
- Communication during the audit
- Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation
- Audit test plans
- Formulation of audit findings
- Documenting nonconformities reports
Concluding and ensuring the follow-up of an ISO 20000 audit
- Audit documentation
- Quality review
- Conducting a closing meeting and conclusion of an ISO 20000 audit
- Evaluation of corrective action plans
- ISO 20000 Surveillance audit
- ISO 20000 internal audit management program
Certification Exam

Certified ISO 20000 Lead Implementer (Duration: 05 days)

To Understand the implementation of an IT Service Management System in accordance with ISO 20000
To Gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System
To Know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL
To Understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
To Acquire expertise to support an organization in implementing, managing and maintaining an Information Technology Service Management System (ITSMS) as specified in ISO/IEC 20000:2005
To Acquire the necessary expertise to manage a team in implementing the ISO 20000 standard
To Acquire the personal skills and knowledge necessary to advise an organization on the management best practicesof an Information Technology Service Management System (ITSMS)
To Improve the analysis and decision making capabilities in an IT management context

Project managers or consultants wanting to prepare and to support an organization in the implementation of an Information Technology Service Management System (ITSMS)
ISO 20000 auditors who wish to fully understand the Information Technology Service Management System implementation process
Persons responsible for the Information Technology Service or conformity in an organization
Members of an Information Technology Service team
Expert advisors in information technology
Technical experts wanting to prepare for an Information Technology Service function or for an ITSMS project management function

ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended

Introduction to Information Technology Service Management System (ITSMS) concepts as required by ISO 20000;Initiating an ITSMS
- Introduction to management systems and the process approach
- Presentation of the standards ISO 20000 family of standards and comparison with ITIL V2 and V3
- Fundamental principles of Information Technology Service
- Preliminary analysis and establishmentof the maturity level of an existing Information Technology Service management system based upon ISO 21827
- Writing a business case and a project plan for the implementation of an ITSMS
Planning an ITSMS based on ISO 20000
- Definition of the scope of an ITSMS
- Definition of an ITSMS policy and objectives
- Documentation of the processes and procedures
- Service level management
- Budgeting and accounting for IT services
- Competence management
Implementing an ITSMS based on ISO 20000
- Change management
- Configuration and release management
- Capacity and availability management
- Service continuity and security management
- Incident and problem management
- Operations management of an ITSMS
Controlling, monitoring and measuring and improving an ITSMS; certification audit of an ITSMS
- Controlling and Monitoring an ITSMS
- Development of metrics, performance indicators and dashboards
- ISO 20000 internal Audit
- Management review of an ITSMS
- Implementation of a continual improvement program
- Preparing for an ISO 20000 certification audit
Certification Exam