IT Service Management ISO IEC 20000 Lead Implementer

Overview:

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.