ISO/IEC 20000 Lead Implementer Training Course

Introduction:

Implementing a service management system (SMS) based on ISO/IEC 20000-1's standards has several advantages. The standard includes helpful practices in the service management industry. The requirements stated in 4 to 10 allow the organization to establish a structured approach to managing service provision activities and delivering value to its customers. The standard enables the organization to develop a baseline for improvement.

The management system is based on ISO's high-level structure (HLS), allowing easier integration with existing management systems. The ISO/IEC 20000 Lead Implementer training program aims to give participants a thorough grasp of ISO/IEC 20000-1 standards, best practices, and methods for setting up and maintaining the service management system.

After attending the ISO/IEC 20000 Lead Implementer training session, you can take the exam. You can get the Certified ISO/IEC 20000 Lead Implementer certification if you pass the exam. The credential matches your professional talents and expertise in implementing an SMS based on ISO/IEC 20000-1 criteria.

What is ISO/IEC 20000?

ISO/IEC 20000 is the international standard for IT Service Management. It outlines management processes designed to help organizations deliver effective IT services. ISO 20000 provides significant benefits, providing a framework to ensure the efficient delivery and support of IT services that meet business and customer needs.

Course Objectives:

At the end of this ISO/IEC 20000 Lead Implementer course, participants will be able to:

• Get a thorough grasp of the ideas, strategies, tactics, and procedures employed in implementing and efficiently administering an SMS.
• Aware of the relationship between ISO/IEC 2000-01, the ISO/IEC 20000 family of standards, and other ISO standards.
• Get the capacity to comprehend ISO/IEC 20000-1 standards in the unique context of a company.
• Get the information and skills required to assist a company in efficiently developing, deploying, administering, monitoring, and maintaining an SMS.
• Know what is necessary to assist a company in implementing SMS best practices.

Targeted Groups:

• Managers or consultants are concerned with and engaged in deploying an organization's service management system.
• Management and staff wishing to assist their company in delivering value and fulfilling service obligations.
• Project managers, consultants, or knowledgeable advisors trying to build a service management system in compliance with ISO/IEC 20000-1 specifications.
• Those in charge of ensuring that a business complies with ISO/IEC 20000-1 standards.
• Team members who deploy SMS.

Targeted Competencies:

By the end of this ISO/IEC 20000 Lead Implementer training, target competencies will:

• Understanding ISO/IEC 20000 Standard.
• Service Management System Design and Implementation.
• Service Management Policies and Procedures.
• Service Delivery and Continual Improvement.
• Risk Management and Compliance.
• Incident and Problem Management.
• Change and Release Management.
• Service Level Management.
• Customer and Stakeholder Communication.
• Internal Auditing and Management Reviews.
• Training and Awareness Programs.
• Documentation and Record Management.
• Integration with Other Management Systems.
• Project Management and Leadership Skills.
• Assessment and Performance Measurement.

Course Content:

Unit 1: Overview of Information Technology Service Management ISO 20000 (IT SMS):

• Business case and initial design of the IT SMS.
• Scope of IT SMS.
• IT Service Management.
• Benefits and Importance.
• IT SMS policy.
• Documentation of process and procedures.
• Define management systems and process approach.
• Principles of Information Technology.
• Preliminary analysis and determining the level of existing information technology.
• Develop a project plan.
• Accounting for IT services, accounting, and budgeting.

Unit 2: Introduction and Background to ISO/IEC 20000:

• What Is ISO/IEC 20000?
• Benefits of ISO/IEC 20000.
• ISO/IEC 20000 parts.
• ISO/IEC 20000: 2018.
• Key differences - ISO 20000 and ITIL®.
• ITIL® life cycles.
• Clauses ISO/IEC 20000: 2018.

Unit 3: Service Management System (SMS):

• Management responsibility.
• Governance of processes operated by other parties.
• Document management.
• Establish and improve the SMS.
• Resource management.

Unit 4: Introduction to Auditing:

• Define auditing.
• Types of audit.
• Internal.
• External.
• Audit terminology.
• Benefits of auditing.

Unit 5: Auditing Roles and Principles:

• Auditor, Auditee.
• Audit team.
• Guides and observers.
• Lead auditor.
• Audit management.
• Maintaining confidentiality.
• Independence.
• Evidence-based approach.
• Integrity.
• Fair presentation of audit reports.

Unit 6: Responsibilities of the Auditor:

• Management of personnel.
• Preparation checklists.
• Scope of work.
• Managing audit programs.
• Communication at all levels of the organization.
• Skills and Competencies of an Internal Auditor.

Conclusion:

Upon completing the training session and exam, participants may apply for the PECB Certified ISO/IEC 20000 Lead Implementer certification. This internationally recognized certification attests to your professional skills and aptitude in implementing an SMS by ISO/IEC 20000-1 standards, thereby contributing to ISO 20000's list of benefits and advocating its definition and best practices within the industry.