Certified ISO 20000 Lead Implementer

This five-day intensive course enables the participants to develop the necessary expertise to support an organization in implementing and managing a Service Management System as specified in ISO/IEC 20000-1.

Also, the participants will gain a thorough understanding of in best practices for planning and implementing the Service Management processes starting from the fields of ISO 20000 planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes.

This training is consistent with the project management practices established in ISO 10006 (Quality Management Systems - Guidelines for Quality Management in Projects). This training is fully compatible with ISO 20000-2 (Guidelines for the Implementation of an SMS) and ITIL.

• To understand the implementation of a 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 a Service Management System

• To know the interrelationships between ISO/IEC 20000-1, ISO/IEC 20000-2 and ITIL

• To acquire expertise to support an organization in implementing, managing and maintaining a Service Management System (SMS) as specified in ISO/IEC 20000

• To acquire the necessary expertise to manage a team in implementing the ISO 20000 standard

Benefits

• Globally recognized Certification (ISO/IEC 20000)

• Decrease in number of incidents and enhancement of incident management

• Better-quality, increased customer satisfaction (more professional service delivery)

• Better comprehension of responsibilities and business targets

• Ability to manage and protect the organization, assets, stakeholders and management

• Improving organization reliability

• Improvement of response times with minimal disruptions to IT service

• Attaining financial savings by efficiently managing costs

• Continual improvement ensured

• Boosting awareness towards legislative and regulatory acquiescence

• Improved quality and service

• IT service delivery on time

• Less IT related incidents and vulnerabilities

• Increased credibility and trust

• Independent audit demonstrates commitment to IT compliance

Learnin Objectives

• To understand the implementation of a 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 a Service Management System

• To know the interrelationships between ISO/IEC 20000-1, ISO/IEC 20000-2 and ITIL

• To acquire expertise to support an organization in implementing, managing and maintaining a Service Management System (SMS) as specified in ISO/IEC 20000

• To acquire the necessary expertise to manage a team in implementing the ISO 20000 standard

Key Take Aways:

• Audit planning

• Audit interview

• Managing an audit program

• Drafting audit reports

• Drafting non-conformity reports

• Drafting audit working documents

• Documentation review

• On-Site Audit

• Non-conformity follow-up actions

• Leading a team of auditors

Who Should Attend

• Project managers or consultants willing to implement of a Service Management System (SMS)

•  ISO 20000 auditors who wish to fully understand the SMS implementation process

•  Individuals responsible for the SMS conformity in an organization

•  Technical experts wanting to prepare for an SMS function

•  Professionals working in IT Service Management

•  IT Service Management Process Architects

•  ITIL Foundation, Intermediate & Expert Certified