IT Service Management ISO IEC 20000 Lead Auditor

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 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.