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IT Management
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:
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Understand the principles and requirements of ISO/IEC 20000 for IT Service Management.
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Plan, implement, and manage an IT service management system (SMS) based on ISO/IEC 20000.
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Align IT service management with business objectives and customer requirements.
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Monitor, measure, and evaluate the performance of an ITSM system.
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Prepare for the certification of ISO/IEC 20000 Lead Implementer.
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 management.
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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).
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Importance of aligning IT services with business objectives.
Unit 2:
Planning the IT Service Management System (SMS):
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Establishing the scope and objectives of the ITSM system.
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Understanding organizational context and stakeholders' needs.
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Defining policies, processes, and procedures according to ISO/IEC 20000.
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Roles and responsibilities in an ITSM environment.
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Developing a plan for ITSM implementation and deployment.
Unit 3:
Implementing the ITSM System:
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Designing and implementing service management processes.
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Documenting and controlling ITSM documentation (policies, procedures, manuals).
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Implementing controls and measures to ensure compliance with ISO/IEC 20000.
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Training and awareness programs for ITSM stakeholders.
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Conducting readiness assessments and gap analysis.
Unit 4:
Performance Evaluation and Improvement:
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Monitoring, measurement, analysis, and evaluation of ITSM performance.
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Internal audits and management reviews of the ITSM system.
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Implementing corrective actions and continuous improvement initiatives.
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Establishing KPIs and metrics for ITSM effectiveness.
Unit 5:
Case Studies and Practical Exercises:
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Case studies of successful ISO/IEC 20000 implementations.
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Practical exercises on implementing ITSM processes and controls.
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Integration of ISO/IEC 20000 with other management systems (ISO 9001, ISO 27001).
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Preparation for ISO/IEC 20000 Lead Implementer certification exam.
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Reviewing real-world scenarios and lessons learned in ITSM implementations.