ISO 20000 Training | ISO 20000 Lead Implementer Training in Baltimore

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 Audit
• 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 Programme
• Communication at All Levels of Organization

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
  • Categorize Nonconformities
• Protection and Prevention
  • Corrective Action
  • Checking Corrective Action
  • Listing of Corrective Actions Requests

Module 11: Leadership

• Leadership and Commitment
• Policy
• Organizational 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 Programme
• 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 Training Course?

The ISO 20000 Lead Implementer Course in Baltimore is designed for professionals responsible for implementing and managing an IT Service Management system based on the ISO 20000 standard. This course can be beneficial for a wide range of professionals, including:

• 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 Training Course

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

ISO 20000 Lead Implementer Training Course Overview

The certification represents the pinnacle of achievement in IT Service Management, setting a global benchmark for quality and effectiveness. This certification is increasingly relevant in our technology-driven world, where efficient and reliable IT services are crucial for organizational success. The ISO 20000 Lead Implementer Training Course offers a deep dive into the standards and practices that underpin this prestigious certification.

Understanding and implementing the ISO 20000 standard is vital for IT Professionals, Quality Managers, and Consultants dedicated to elevating IT service quality. This knowledge is particularly essential for those aiming to lead their organizations towards ISO Certification, ensuring alignment with industry best practices and international service management standards.

The Knowledge Academy's 3-day ISO 20000 Lead Implementer Training Course is designed to empower delegates with the skills and insights necessary to effectively implement ISO 20000 standards. Through this intensive training, delegates will gain the expertise needed to lead their organizations through the certification process, enhancing service management capabilities and achieving global recognition for quality IT services.

Course Objectives

• To provide a thorough understanding of the ISO 20000 standard and its application in the IT Service Management arena
• To equip delegates with the knowledge to design and implement an IT Service Management system based on ISO 20000
• To enhance skills in leading, managing, and executing the process of achieving ISO 20000 Certification
• To enable delegates to understand and manage the challenges associated with implementing ISO 20000 in an organization
• To develop proficiency in conducting audits and reviews to ensure continuous improvement and compliance with the standard
• To prepare professionals for taking on leadership roles in IT Service Management and guiding their teams towards certification

Upon completion of this course, delegates will not only have a comprehensive understanding of the ISO 20000 standards but will also be equipped with practical skills for its implementation. This knowledge will significantly enhance their professional capabilities and career prospects in IT Service Management.

What’s included in this ISO 20000 Lead Implementer Training 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