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IT Management
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:
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Understand the principles and requirements of ISO/IEC 20000 for IT Service Management.
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Plan, conduct, report, and follow up on audits based on ISO/IEC 20000.
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Interpret the requirements of ISO/IEC 20000 in the context of an organization's business objectives.
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Evaluate and improve the effectiveness of an organization's IT service management system.
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Prepare for the ISO/IEC 20000 Lead Auditor certification.
Targeted Audience:
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IT Managers.
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IT Service Managers.
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IT Professionals involved in ITSM implementation and auditing.
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Quality Assurance Professionals.
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Consultants specializing in IT service management.
Program Outline:
Unit 1:
Introduction to ISO/IEC 20000:
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Overview of IT Service Management and its importance.
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Introduction to ISO/IEC 20000 standards and its benefits.
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Structure and requirements of ISO/IEC 20000-1 and ISO/IEC 20000-2.
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Relationship with other standards ( ITIL, ISO 9001).
Unit 2:
IT Service Management System (SMS):
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Planning and implementing an IT Service Management System.
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Establishing policies, objectives, and processes according to ISO/IEC 20000.
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Roles and responsibilities in an ITSM environment.
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Document control and record management in ITSM.
Unit 3:
ISO/IEC 20000 Audit Process:
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Principles and practices of auditing.
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Planning and preparation for an ISO/IEC 20000 audit.
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Conducting on-site audits and collecting evidence.
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Reporting audit findings and non-conformities.
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Corrective actions and follow-up activities.
Unit 4:
Auditing IT Service Management Processes:
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Auditing service delivery processes (service level management, service continuity, availability management).
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Auditing relationship processes (supplier management, business relationship management).
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Auditing resolution processes (incident management, problem management, change management).
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Performance evaluation and compliance monitoring.
Unit 5:
Continuous Improvement and Certification preparation:
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Monitoring, measurement, analysis, and evaluation of ITSM performance.
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Continuous improvement techniques and methodologies.
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Achieving and maintaining ISO/IEC 20000 certification.
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Integration of ISO/IEC 20000 with other management systems ( ISO 9001, ISO 27001).
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Case studies and practical exercises on ITSM auditing.
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Prepare for the certification exam.