Course Outline
Introduction to ISO/IEC 20000
- Overview of IT Service Management (ITSM)
- Importance and benefits of ISO/IEC 20000
- Structure and components of ISO/IEC 20000
Key Concepts and Principles
- Definitions and terminology
- The service lifecycle approach
- Plan-Do-Check-Act (PDCA) model
Requirements of ISO/IEC 20000
- Service management system (SMS) requirements
- Role of governance in SMS
Implementing the SMS
- Establishing the scope of the SMS
- Planning and implementing service management policies and procedures
Key Processes in ISO/IEC 20000
- Service level management
- Service continuity and availability management
- Incident and problem management
- Change and configuration management
Continual Improvement
- Monitoring, measurement, analysis, and evaluation
- Conducting internal audits and management reviews
Certification Process
- Steps to certification
- Common challenges and tips for preparation
Exam Preparation and Review
- Sample questions and exam strategy
- Review of key points from each module
Summary and Next Steps
Requirements
- Basic understanding of IT service management concepts
Audience
- IT professionals
- Service managers
- Process owners
- Quality managers
- IT auditors
Testimonials (5)
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
With both my 2022 ISO 9001 audit prep-related training & the recently completed ISO 9001 audit prep refresher course; Dereck has helped me significantly with regards to gaining a new & practical perspective of the ISO 9001:2015 clauses & sections & how they apply to our business. Dereck has also helped me with both training courses --- to improve my ISO-related communications both with our company's employees and the external ISO Auditors .
Dana Foster - Corrigan Oil Company
Course - ISO 9001 Foundation
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