Introduction:

This program is designed to prepare participants for the certification exam only.

This training program provides participants with essential knowledge and skills in IT Service Management (ITSM) based on ISO/IEC 20000 standards. It focuses on preparing participants to lead and conduct audits for IT service management systems to ensure compliance and continuous improvement.

Program Objectives:

At the end of this program, participants will be able to:

Understand the principles and requirements of ISO/IEC 20000 for IT Service Management.
Plan, conduct, report, and follow up on audits based on ISO/IEC 20000.
Interpret the requirements of ISO/IEC 20000 in the context of an organization's business objectives.
Evaluate and improve the effectiveness of an organization's IT service management system.
Prepare for the ISO/IEC 20000 Lead Auditor certification.

Targeted Audience:

IT Managers.
IT Service Managers.
IT Professionals involved in ITSM implementation and auditing.
Quality Assurance Professionals.
Consultants specializing in IT service management.

Program Outline:

Unit 1:

Introduction to ISO/IEC 20000:

Overview of IT Service Management and its importance.
Introduction to ISO/IEC 20000 standards and its benefits.
Structure and requirements of ISO/IEC 20000-1 and ISO/IEC 20000-2.
Relationship with other standards ( ITIL, ISO 9001).

Unit 2:

IT Service Management System (SMS):

Planning and implementing an IT Service Management System.
Establishing policies, objectives, and processes according to ISO/IEC 20000.
Roles and responsibilities in an ITSM environment.
Document control and record management in ITSM.

Unit 3:

ISO/IEC 20000 Audit Process:

Principles and practices of auditing.
Planning and preparation for an ISO/IEC 20000 audit.
Conducting on-site audits and collecting evidence.
Reporting audit findings and non-conformities.
Corrective actions and follow-up activities.

Unit 4:

Auditing IT Service Management Processes:

Auditing service delivery processes (service level management, service continuity, availability management).
Auditing relationship processes (supplier management, business relationship management).
Auditing resolution processes (incident management, problem management, change management).
Performance evaluation and compliance monitoring.

Unit 5:

Continuous Improvement and Certification preparation:

Monitoring, measurement, analysis, and evaluation of ITSM performance.
Continuous improvement techniques and methodologies.
Achieving and maintaining ISO/IEC 20000 certification.
Integration of ISO/IEC 20000 with other management systems ( ISO 9001, ISO 27001).
Case studies and practical exercises on ITSM auditing.
Prepare for the certification exam.

Note: This program is designed to prepare participants for the certification exam only.

IT Service Management ISO IEC 20000 Lead Auditor