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
Delivery Options
Private Group Training
Our identity is rooted in delivering exactly what our clients need.
- Pre-course call with your trainer
- Customisation of the learning experience to achieve your goals -
- Bespoke outlines
- Practical hands-on exercises containing data / scenarios recognisable to the learners
- Training scheduled on a date of your choice
- Delivered online, onsite/classroom or hybrid by experts sharing real world experience
Private Group Prices RRP from €11400 online delivery, based on a group of 2 delegates, €3600 per additional delegate (excludes any certification / exam costs). We recommend a maximum group size of 12 for most learning events.
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Public Training
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Testimonials (3)
The quizzes to reinforce the reading and the ability to ask questions at any time
Jonathan
Course - ISO 9001 Lead Auditor
Speed of response and communication
Bader Bin rubayan - Lean Business Services
Course - ISO/IEC 27001 Lead Implementer
Dereck's overall preparedness . Dereck has great communications' skills !!