IT Service management
- Training calendar
- Details
- To understand the fundamentals of IT management
- To know the interrelationships between ISO/IEC 20000-1:2011 and ISO/IEC 20000-2:2005
- To know the key components of an IT Service Management System in an ISO/ 20000 context
- To introduc the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System in accordance with ISO 20000
- To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
- To understand the stages of the ISO 20000 certification process
None
- Introduction to the ISO 20000 family of standards family
- Introduction to management systems and the process approach
- Presentation of main processes of an ITSMS
- Implementation phases of the ISO 20000 framework
- Continual improvement of IT management
- Conducting an ISO 20000 certification audit
- To understand the implementation of an Information Technology Service Management System in accordance with ISO20000
- To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
- To know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL
- To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an Information Technology Service Management System
- To acquire the necessary expertise to contribute in implementing an Information Technology Service Management System (ITSMS) as specified in ISO 20000
None.
- Introduction to Information Technology Service Management System (ITSMS) concepts as required by ISO 20000
- Introduction to the ISO 20000 family of standards
- Introduction to management systems and the process approach
- Fundamental principles in IT Service Management
- General requirements presentation of ISO/IEC 20000-1:2011 clauses
- Implementation phases of the ISO/IEC 20000:2005 framework
- Continual improvement of IT management
- Conducting an ISO/IEC 20000-1:2011 certification audit
- Implementing the IT service management processes based on ISO 20000 and Certification Exam
- Planning and implementing change management
- Supplier management
- Relationship management
- Problem management
- Release management
- Certified ISO/IEC 20000 Foundation exam
- To acquire the expertise to perform an ISO 20000 internal audit following ISO 19011 guidelines
- To acquire the expertise to perform an ISO20000 certification audit following ISO 19011 guidelines and ISO 17021 specifications
- To acquire the necessary expertise to manage an ITSMS audit team
- To understanding the operation of an ISO 20000 conformant Information Technology Service management system
- To know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL
- To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
- To improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making in the context of an ITSMS
ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended
- Introduction to Information Technology Service Management System (ITSMS) concepts as required by ISO 20000
- Normative, regulatory and legal framework related to Information Technology Service
- Fundamental principles of Information Technology Service
- ISO 20000 certification process
- Information Technology Service Management System (ITSMS)
- Detailed presentation of the clauses 4 to 10 of ISO 20000-1
- Planning and Initiating an ISO 20000 audit
- Fundamental audit concepts and principles
- Audit approach based on evidence and on risk
- Preparation of an ISO 20000 certification audit
- ITSMS documentation audit
- Conducting an opening meeting
- Conducting an ISO 20000 audit
- Communication during the audit
- Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation
- Audit test plans
- Formulation of audit findings
- Documenting nonconformities reports
- Concluding and ensuring the follow-up of an ISO 20000 audit
- Audit documentation
- Quality review
- Conducting a closing meeting and conclusion of an ISO 20000 audit
- Evaluation of corrective action plans
- ISO 20000 Surveillance audit
- ISO 20000 internal audit management program
- Certification Exam
- To Understand the implementation of an IT Service Management System in accordance with ISO 20000
- To Gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System
- To Know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL
- To Understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
- To Acquire expertise to support an organization in implementing, managing and maintaining an Information Technology Service Management System (ITSMS) as specified in ISO/IEC 20000:2005
- To Acquire the necessary expertise to manage a team in implementing the ISO 20000 standard
- To Acquire the personal skills and knowledge necessary to advise an organization on the management best practicesof an Information Technology Service Management System (ITSMS)
- To Improve the analysis and decision making capabilities in an IT management context
- Project managers or consultants wanting to prepare and to support an organization in the implementation of an Information Technology Service Management System (ITSMS)
- ISO 20000 auditors who wish to fully understand the Information Technology Service Management System implementation process
- Persons responsible for the Information Technology Service or conformity in an organization
- Members of an Information Technology Service team
- Expert advisors in information technology
- Technical experts wanting to prepare for an Information Technology Service function or for an ITSMS project management function
ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended
- Introduction to Information Technology Service Management System (ITSMS) concepts as required by ISO 20000;Initiating an ITSMS
- Introduction to management systems and the process approach
- Presentation of the standards ISO 20000 family of standards and comparison with ITIL V2 and V3
- Fundamental principles of Information Technology Service
- Preliminary analysis and establishmentof the maturity level of an existing Information Technology Service management system based upon ISO 21827
- Writing a business case and a project plan for the implementation of an ITSMS
- Planning an ITSMS based on ISO 20000
- Definition of the scope of an ITSMS
- Definition of an ITSMS policy and objectives
- Documentation of the processes and procedures
- Service level management
- Budgeting and accounting for IT services
- Competence management
- Implementing an ITSMS based on ISO 20000
- Change management
- Configuration and release management
- Capacity and availability management
- Service continuity and security management
- Incident and problem management
- Operations management of an ITSMS
- Controlling, monitoring and measuring and improving an ITSMS; certification audit of an ITSMS
- Controlling and Monitoring an ITSMS
- Development of metrics, performance indicators and dashboards
- ISO 20000 internal Audit
- Management review of an ITSMS
- Implementation of a continual improvement program
- Preparing for an ISO 20000 certification audit
- Certification Exam