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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
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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
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customized Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from 8000 € + VAT*
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Testimonials (3)
Theory followed by practical examples and exercices. Job well done!
Vincenzo Delle Donne - Department of National Defence
Course - ISO 37301 Compliance Management System
the expertise & knowledge of the trainer
Erica DeRosa DeRosa - Aecon Group INc.
Course - ISO 37001 Anti-Bribery Management System
Speed of response and communication