ISO 20000 Training | ISO 20000 Lead Implementer Training in Kigali

ISO 20000 Lead Implementer Course Outline

Module 1: Information Technology Service Management (ITSM)

• Business Case
• Define the Scope of ITSMS
• IT Service Management
• Benefits of IT Service Management
• ITSMS Policy
• Documentation of Process and Procedures
• Process Approach
• Principles of Information Technology
• Develop a Project Plan
• Accounting the IT Services
• Accounting and Budgeting

Module 2: Introduction and Background to ISO/IEC 20000

• What is ISO/IEC 20000?
• Benefits of ISO/IEC 20000
• ISO/IEC 20000 – Parts

Module 3: Scope

• General
• Application

Module 4: Terms and Definitions

• Introduction
• Terms Specific to Management System Standards
• Terms Specific to Service Management

Module 5: Context of the Organisation

• Understanding the Organisation and its Context
• Understanding the Needs and Expectations of Interested Parties
• Determining the Scope of the Service Management System
• Service Management System

Module 6: Introduction to Auditing

• Define Auditing
• Types of Audits
• Audit Terminology
• Benefits of Auditing

Module 7: Auditing Roles and Principles

• Auditing Roles
• Audit Team
• Maintaining Confidentiality
• Independence
• Evidence-Based Approach
• Integrity
• Fair Presentation of Audit Reports

Module 8: Responsibilities of the Auditor

• Management of Personnel
• Preparing Checklist
• Scope of Work
• Managing an Audit Process
• Communication at All Levels of Organisation

Module 9: Skills and Competencies of an Internal Auditor

• Personal Attributes
• Skills
• Knowledge

Module 10: Purpose of Internal Auditing

• Detection
  • Sampling for Auditors
  • Nonconformities
  • Agreeing Nonconformities
  • Categorise Nonconformities
• Protection and Prevention
  • Corrective Action
  • Checking Corrective Action
  • Listing of Corrective Actions Requests

Module 11: Leadership

• Leadership and Commitment
• Policy
• Organisational Roles, Responsibilities, and Authorities

Module 12: Planning

• Actions to Address Risks and Opportunities
• Service Management Objectives and Planning to Achieve Them
• Plan the Service Management System

Module 13: Support of the Service Management System

• Resources
• Competence
• Awareness
• Communication
• Documented Information
• Knowledge

Module 14: Implementation Guidance and Types

• Service Delivery Process
• Resolution Process
• Relationship Process
• Control Process

Module 15: Control, Monitor, and Measure

• Monitoring the Processes
• Internal Auditor
• Development of Metrics
• Performance Indicators and Dashboards
• Managing the Reviews
• Implementation of the Continual Improvement Protocol
• Preparing Audits
• Managing Contractual Disputes

Module 16: Operation of the Service Management System

• Operational Planning and Control
• Service Portfolio
• Relationship and Agreement
• Supply and Demand
• Service Design, Build, and Transition
• Resolution and Fulfilment
• Service Assurance

Module 17: Introduction to Lead Auditor

• Definition of Lead Auditor
• Benefits of Auditing

Module 18: On-Site Auditing

• On-Site Auditing Objectives
• Conduct Interview
• Create and Evaluate Checklist
• Questionnaires for Data Collection
• Conduct Document Review
• Evaluate the Work Done
• Provide Sample

Module 19: Remote Auditing

• Introduction
• Benefits of Remote Auditing
• Barriers of Remote Auditing
• Observe Work Through Surveillance at Workplace
• Types of Surveillance
• Enhancing Interaction Through Communication
• Conduct Document Reviews with Auditees
• Data Analysis

Who should attend this ISO 20000 Lead Implementer Course?

The ISO 20000 Lead Implementer Training Course is designed for professionals responsible for implementing and managing an IT Service Management system based on the ISO 20000 standard. Here are the professionals who will benefit the most from this course:

• IT Service Managers and Directors
• Quality Assurance Professionals
• IT Project Managers
• Service Delivery Managers
• IT Auditors
• IT Process Owners
• Service Desk Managers

Prerequisites of the ISO 20000 Lead Implementer Course

There are no formal prerequisites for this ISO 20000 Lead Implementer Training Course. However, familiarity with IT Service Management (ITSM) principles and concepts can be beneficial for the delegates.

ISO 20000 Lead Implementer Course Overview

The ISO 20000 Lead Implementer Training Course provides a comprehensive understanding of the ISO 20000 standard, an internationally recognised standard for IT Service Management (ITSM). This training is crucial for professionals aiming to enhance their organisation’s IT service management capabilities, ensuring services are aligned with business needs and delivering consistent value.

Proficiency in ISO 20000 is essential for IT Managers, Consultants, and Quality Assurance professionals. Mastery of this standard enables these professionals to implement and manage an effective ITSM framework, improving service delivery, reducing costs, and increasing customer satisfaction. This course is particularly beneficial for those responsible for managing IT service processes.

This 3-day intensive training by The Knowledge Academy equips delegates with the skills and knowledge to implement ISO 20000 effectively. Participants will learn the key principles and practices of ISO 20000, gaining practical insights into implementing the standard within their organisation. The course includes interactive sessions, real-world examples, and case studies to enhance learning outcomes.

Course Objectives

• To understand the requirements of the ISO 20000 standard
• To gain insights into IT service management best practices
• To develop skills to implement ISO 20000 within an organisation
• To learn how to prepare for an ISO 20000 Certification audit
• To understand the roles and responsibilities of an ISO 20000 Lead Implementer
• To learn how to monitor and measure IT Service Management performance

After completing the course, delegates will receive a certification recognising their expertise as an ISO 20000 Lead Implementer. This certification enhances career prospects and demonstrates a commitment to excellence in IT service management.

What’s included in this ISO 20000 Lead Implementer Course?

• ISO 20000 Lead Implementer Examination
• World-Class Training Sessions from Experienced Instructors
• ISO 20000 Lead Implementer Certificate
• Digital Delegate Pack

ISO 20000 Lead Implementer Exam Information 

To achieve the ISO 20000 Lead Implementer, candidates will need to sit for an examination. The exam format is as follows: 

• Question Type: Multiple Choice 
• Total Questions: 30 
• Total Marks: 30 Marks 
• Pass Mark: 50%, or 15/30 Marks 
• Duration: 40 Minutes
• Open Book/ Closed Book: Closed Book