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 equipping them to lead the implementation of IT service management systems that comply with ISO/IEC 20000 requirements.

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, implement, and manage an IT service management system (SMS) based on ISO/IEC 20000.
Align IT service management with business objectives and customer requirements.
Monitor, measure, and evaluate the performance of an ITSM system.
Prepare for the certification of ISO/IEC 20000 Lead Implementer.

Targeted Audience:

IT Managers.
IT Service Managers.
IT Professionals involved in ITSM implementation and management.
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).
Importance of aligning IT services with business objectives.

Unit 2:

Planning the IT Service Management System (SMS):

Establishing the scope and objectives of the ITSM system.
Understanding organizational context and stakeholders' needs.
Defining policies, processes, and procedures according to ISO/IEC 20000.
Roles and responsibilities in an ITSM environment.
Developing a plan for ITSM implementation and deployment.

Unit 3:

Implementing the ITSM System:

Designing and implementing service management processes.
Documenting and controlling ITSM documentation (policies, procedures, manuals).
Implementing controls and measures to ensure compliance with ISO/IEC 20000.
Importance of training and awareness programs for ITSM stakeholders.
Techniques fro conducting readiness assessments and gap analysis.

Unit 4:

Performance Evaluation and Improvement:

Monitoring, measurement, analysis, and evaluation of ITSM performance.
Internal audits and management reviews of the ITSM system.
Implementing corrective actions and continuous improvement initiatives.
Establishing KPIs and metrics for ITSM effectiveness.

Unit 5:

Case Studies and Practical Exercises:

Case studies of successful ISO/IEC 20000 implementations.
Practical exercises on implementing ITSM processes and controls.
Integration of ISO/IEC 20000 with other management systems (ISO 9001, ISO 27001).
Preparation for ISO/IEC 20000 Lead Implementer certification exam.

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

IT Service Management ISO IEC 20000 Lead Implementer