IT Service Management
ISO/IEC 20000 (Lead Auditor)
IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.
ITSM practice facilitates organizations to make significant improvements in the way they manage the relationships, processes, people and technologies to deliver a high-quality IT service.
The international standard ISO 20000-1 defines the best practices in IT Service Management. It specifies several closely related processes when brought together will help ensure that an organization delivers managed IT services of acceptable quality to its customers.
What you will learn:
- At the end of the training the participants will be able to Identify gaps in IT Service Management System.
- Determine an organization’s compliance to the IT Service Management System Standard (ISO 20000-1).
- Understand auditing techniques for auditing IT Service Management System against the standard.
- Conduct audits of the system.
Who should attend?
Professionals who have a role to play with regards to IT Service Management System (ITSMS) like
- IT Service Professionals
- ITSMS Process Owners
- ITSMS Consultants
- ITSMS Auditors
- ISO 9001 internal auditors Head
- Quality Head – IT etc.
Pre-requisite:
Prior Knowledge about ISO 20000-1 standard is desirable. This course is not for filling gaps in the knowledge about the standard; but for enhancing the knowledge about the same with regards to audit context
Course Outline:
Topics to be covered in this course include:
- ITSM concepts and ISO 20000-1 standard
- Auditing principles
- Roles and responsibility of auditors
- Planning an audit
- Conducting an audit
- Reporting audit results
- Corrective actions
- Exercises / Roleplay
- Written examination
ISO/IEC 20000 Lead Auditor
Master the audit of Service Management Systems (SMS) based on ISO/IEC 20000
ISO/IEC 20000 Lead Implementer
Master the implementation and management of IT Service Management Systems (ITMS) based on ISO/IEC 20000