IT SERVICE MANAGEMENT(ISO 20000:2013)

  • ISO/IEC 20000:2013 Lead Auditor Course

    ISO/IEC 20000:2013 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.

    ISO/IEC 20000:2013 is an IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. The adoption of ISO/IEC 20000:2013 has grown quite rapidly in the international arena of IT service providers and it has become a competitive differentiator for delivery of IT services.

    ISO/IEC 20000:2013 is increasingly seen as the quality standard for IT Service Management and many companies are striving to adopt ISO/IEC 20000:2013, not only for their own benefit but also to help qualify and choose suppliers and partner organizations. ISO/IEC 20000:2013 is aligned with and complementary to the process approach defined within ITIL from the Office of Government Commerce (OGC).

    Duration

    5 Days

    Content

    •   Overview of ISO/IEC 20000:2013
    •   Managing an audit programme
    •   Planning an audit
    •   The role of the checklists
    •   Organizing an opening meeting
    •   Performing an audit
    •   Organizing a closing meeting
    •   Recording nonconformities
    •   Auditing reports
    •   Evaluating corrective action.

    Benefits

    •   To have competent auditors within the organization
    •   To ensure compliance to an international standard for IT Service Management
    •   To ensure that the organization demonstrates its ability to provide services that meet customer requirements through internal audit
    •   To enable the organization to benchmark the IT service management system.

    Who should attend?

    •   The course is aimed at personnel who already have an understanding of ISO/IEC 20000:2013.
    •   Managers who are leading and planning audit activities.
    •   Persons who have been given the responsibility to audit an IT Service Management System.
    •   Those who wish to understand the standard so they may implement a system that meets the requirements of ISO/IEC 20000:2013.

  • ISO/IEC 20000:2013 Internal Auditor Course

    ISO/IEC 20000:2013 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.

    ISO/IEC 20000:2013 is an IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. The adoption of ISO/IEC 20000:2013 has grown quite rapidly in the international arena of IT service providers and it has become a competitive differentiator for delivery of IT services.

    Duration

    2 Days

    Content

    •   To provide the structure for internal audits to ISO/IEC 20000:2013.
    •   Through sessions and exercises, delegates will be able to identify the stages of audits:
    •   Principles of auditing
    •   Managing an audit programme
    •   Audit activities
    •   Initiating the audit
    •   Preparing for audit
    •   Conducting audit
    •   Finalising the audit
    •   Audit follow-up

    Benefits

    •   To have competent auditors within the organization
    •   To ensure compliance to an international standard for IT Service Management
    •   Ensure that the organization demonstrates its ability to provide services that meet customer requirements through internal audit
    •   Enable the organization to benchmark the IT service management system

    Who should attend?

    •   The course is aimed at personnel who already have an understanding of ISO/IEC 20000:2013 (delegates who do not have this understanding are advised to attend the 1 day Introduction to ISO/IEC 20000:2013 Course)
    •   Managers who are coordinating audit activities
    •   Persons who have been given the responsibility to audit an IT Service Management System
    •   Existing auditors who wish to refresh their skills

  • IISO/IEC 20000:2013 Implementation Course

    ISO/IEC 20000:2013 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.

    ISO/IEC 20000:2013 is an IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. The adoption of ISO/IEC 20000:2013 has grown quite rapidly in the international arena of IT service providers and it has become a competitive differentiator for delivery of IT services

    ISO/IEC 20000:2013 is increasingly seen as the quality standard for IT Service Management and many companies are striving to adopt ISO/IEC 20000:2013, not only for their own benefit but also to help qualify and choose suppliers and partner organizations. ISO/IEC 20000:2013 is aligned with and complementary to the process approach defined within ITIL from the Office of Government Commerce (OGC).

    Duration

    3 Days

    Content

    •   Introduction to ISO 20000: 2013 History, development, and overview
    •   Detailed analysis and explanation of ISO 20000-1:2013 (Sections, Clauses) Including:-
      •   Service Delivery Processes
      •   Relationship Processes
      •   Resolution Processes
      •   Control Processes
      •   Release Processes
    •   Detailed guidance to the implementation of ISO/IEC 20000:2013
    •   Documentation for ISO 20000:2013

    Benefits

    •   Both the objective and result of the course will be the construction of an effective ITSM
    •   Take the knowledge and skills imparted during this exercise and use them to improve and protect your business.

    Who should attend?

    •   Staff tasked with the implementation and management of an IT Service Management system
    •   Auditors and others who wish to gain an understanding of implementing ISO/IEC 20000:2013 and identifying compliance
    •   Consultants required to implement ISO/IEC 20000:2013 in client companies

  • ISO/IEC 20000:2013 Awareness Course

    ISO/IEC 20000:2013 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.
    ISO/IEC 20000:2013 is an IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. The adoption of ISO/IEC 20000:2013 has grown quite rapidly in the international arena of IT service providers and it has become a competitive differentiator for delivery of IT services.

    ISO/IEC 20000:2013 is increasingly seen as the quality standard for IT Service Management and many companies are striving to adopt ISO/IEC 20000:2013, not only for their own benefit but also to help qualify and choose suppliers and partner organizations. ISO/IEC 20000:2013 is aligned with and complementary to the process approach defined within ITIL from the Office of Government Commerce (OGC).

    Duration

    1 Days

    Content

    •   Introduction to ISO/IEC 20000:2013 History, development, and overview
    •   Overview of the standard ISO/IEC 20000:2013.

    Benefits

    •   Both the objective and result of the course will be the construction of an effective ITSM
    •   Take the knowledge and skills imparted during this exercise and use them to improve and protect your business.

    Who should attend?

    •   Staff tasked with the implementation and management of an IT Service Management system
    •   All employees of an organization implementing ISO/IEC 20000:2013.