ISO 20000 Lead Implementer Training Course

• Educational Background: No specific academic prerequisites, but a foundational understanding of ISO standards is beneficial.
• Professional Experience: Prior experience in IT service management or related fields is recommended.
• Language Proficiency: Learners should have a good command of English, as course materials and the certification exam are conducted in English.

• Plan Effectively: Gain the skills to design and structure a compliant Service Management System.
• Implement Confidently: Learn to execute ISO 20000 standards within organisational frameworks.
• Maintain Excellence: Ensure continual improvement and adherence to ISO 20000 requirements.
• Lead Successfully: Guide organisations to certification and operational efficiency.

The ISO 20000 Lead Implementer Training Course is designed for professionals aiming to lead ISO 20000 implementations and enhance IT service delivery. Ideal candidates include:

• IT Managers
• Service Delivery Managers
• IT Consultants
• Quality Managers
• Project Managers involved in IT service management

Module 1: Information Technology Service Management (ITSM)

• Business Case
• Define the Scope of ITSMS
• IT Service Management
• Benefits of IT Service Management
• ITSMS Policy
• Documentation of Process and Procedures
• Process Approach
• Principles of Information Technology
• Develop a Project Plan
• Accounting the IT Services
• Accounting and Budgeting
   

Module 2: Introduction and Background to ISO/IEC 20000

• What is ISO/IEC 20000?
• Benefits of ISO/IEC 20000
• ISO/IEC 20000 – Parts
   

Module 3: Scope

• General
• Application
   

Module 4: Terms and Definitions

• Introduction
• Terms Specific to Management System Standards
• Terms Specific to Service Management
   

Module 5: Context of the Organisation

• Understanding the Organisation and its Context
• Understanding the Needs and Expectations of Interested Parties
• Determining the Scope of the Service Management System
• Service Management System
   

Module 6: Introduction to Auditing

• Define Auditing
• Types of Audits
• Audit Terminology
• Benefits of Auditing
   

Module 7: Auditing Roles and Principles

• Auditing Roles
• Audit Team
• Maintaining Confidentiality
• Independence
• Evidence-Based Approach
• Integrity
• Fair Presentation of Audit Reports
   

Module 8: Responsibilities of the Auditor

• Management of Personnel
• Preparing Checklist
• Scope of Work
• Managing an Audit Process
• Communication at All Levels of Organisation
   

Module 9: Skills and Competencies of an Internal Auditor

• Personal Attributes
• Skills
• Knowledge
   

Module 10: Purpose of Internal Auditing

• Detection
  • Sampling for Auditors
  • Nonconformities
  • Agreeing Nonconformities
  • Categorise Nonconformities
• Protection and Prevention
  • Corrective Action
  • Checking Corrective Action
  • Listing of Corrective Actions Requests
     

Module 11: Leadership

• Leadership and Commitment
• Policy
• Organisational Roles, Responsibilities, and Authorities
   

Module 12: Planning

• Actions to Address Risks and Opportunities
• Service Management Objectives and Planning to Achieve Them
• Plan the Service Management System
   

Module 13: Support of the Service Management System

• Resources
• Competence
• Awareness
• Communication
• Documented Information
• Knowledge
   

Module 14: Implementation Guidance and Types

• Service Delivery Process
• Resolution Process
• Relationship Process
• Control Process
   

Module 15: Control, Monitor, and Measure

• Monitoring the Processes
• Internal Auditor
• Development of Metrics
• Performance Indicators and Dashboards
• Managing the Reviews
• Implementation of the Continual Improvement Protocol
• Preparing Audits
• Managing Contractual Disputes
   

Module 16: Operation of the Service Management System

• Operational Planning and Control
• Service Portfolio
• Relationship and Agreement
• Supply and Demand
• Service Design, Build, and Transition
• Resolution and Fulfilment
• Service Assurance
   

Module 17: Introduction to Lead Auditor

• Definition of Lead Auditor
• Benefits of Auditing
   

Module 18: On-Site Auditing

• On-Site Auditing Objectives
• Conduct Interview
• Create and Evaluate Checklist
• Questionnaires for Data Collection
• Conduct Document Review
• Evaluate the Work Done
• Provide Sample
   

Module 19: Remote Auditing

• Introduction
• Benefits of Remote Auditing
• Barriers of Remote Auditing
• Observe Work Through Surveillance at Workplace
• Types of Surveillance
• Enhancing Interaction Through Communication
• Conduct Document Reviews with Auditees
• Data Analysis