Course Outline

Introduction to ISO/IEC 20000 and ITSM

  • Overview of ISO/IEC 20000 structure and requirements
  • Introduction to the concepts of IT Service Management
  • Benefits of implementing ISO/IEC 20000
  • Key terminology and principles of ITSM
  • Case studies of ISO/IEC 20000 implementation

Planning for ISO/IEC 20000 Implementation

  • Initiating an ITSM project: Scope and objectives
  • Leadership and commitment from top management
  • Planning and managing an ISO/IEC 20000 project
  • Risk management for ITSM projects
  • Creating an implementation roadmap

Implementing ISO/IEC 20000 Requirements

  • Detailed analysis of ISO/IEC 20000 clauses
  • Implementing the ITSM processes:
    • Service delivery processes
    • Control processes
    • Resolution processes
    • Relationship processes
  • Documenting and managing ITSM policies and procedures
  • Creating a Service Management System (SMS) manual

Measuring, Monitoring, and Continuous Improvement

  • Key performance indicators (KPIs) for ITSM processes
  • Monitoring and measuring ITSM performance
  • Internal audit of ITSM practices
  • Management reviews and continual improvement process
  • Corrective and preventive actions

Preparing for Certification and Lead Implementer Role

  • Preparing for ISO/IEC 20000 certification audit
  • Selecting and interacting with certification bodies
  • Lead Implementer's responsibilities and challenges
  • Ensuring continual improvement post-certification
  • Review and mock exam preparation for the ISO/IEC 20000 Lead Implementer exam

Summary and Next Steps

Requirements

  • Basic knowledge of ISO/IEC 20000 or other IT Service Management standards

Audience

  • IT service managers
  • IT consultants
  • Project managers
  • Compliance officers
 35 Hours

Delivery Options

Private Group Training

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  • Delivered online, onsite/classroom or hybrid by experts sharing real world experience

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