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 IT Service Management ISO IEC 20000 Lead Auditor B2019 QR Code
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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.

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