ISO 20000 Lead Implementer - United Kingdom

ISO 20000 Lead Implementer Course Outline

This ISO 20000 Lead Implementer training course is made up of 19 modules. These modules will cover the following content:

Module 1: Information Technology Service Management (ITSM)

• Business case and initial design of the ITSMS
• Define the scope of ITSMS
• IT Service Management
• Benefits of IT Service Management
• ITSMS policy
• Documentation of process and procedures
• Define management systems and process approach
• Presentation of standards and their comparisons
• Fundamental principles of Information Technology
• Preliminary analysis and determining the level of existing 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: Introduction ISO/IEC 20000-1:2011

• ISO/IEC 20000-1: 2011
• Key differences - ISO 20000 & ITIL®
• ITIL® life cycles
• Clauses ISO/IEC 20000-1: 2011

Module 4: Service Management System (SMS)

• Management responsibility
• Governance of processes operated by other parties
• Document management
• Establish and improve the SMS
• Resource management

Module 5: Design & Transition of New or Changed Services

Module 6: Introduction to Auditing

• Define auditing
• Types of audit
1. Internal
2. External
• Audit terminology
• Benefits of auditing

Module 7: Auditing Roles and Principles

• Auditor
• Auditee
• Audit team
• Guides and observers
• Lead auditor
• Audit management
• Maintaining confidentiality
• Independence
• Evidence-based approach
• Integrity
• Fair presentation of audit reports

Module 8: Responsibilities of the Auditor

• Management of personnel
• Preparation checklists
• Scope of work
• Managing audit programmes
• Communication at all levels of organisation

Module 9: Skills and Competencies of an Internal Auditor

• Personal attributes
• Knowledge
• Skills
• Education and experience

Module 10: Purpose of Internal Auditing

• Detection
• Protection
• Prevention

Module 11: Audit Procedures

• Initialise the report
• Prepare activities
• Prepare plans
• Assigning the work to the team
• Preparing documents
• Conduct open meeting
• Prepare and distribute reports
• Complete the audit
• Conduct a follow-up

Module 12: Audit triangle

• Question
• Check
• Observe

Module 13: Audit template/work documents

• Audit requirements
• Audit documents

Module 14: Complete Management

• Service level management
• General requirements
• Service catalogue
• Service level agreement
• Supportive agreements
• Service process

Module 15: Scope

• Scope definition
• Scope consideration
• Scope statement
• Scope agreement
• Guidelines

Module 16: Launching and Implementing

• Configuration and release management
• Change management
• Management of capacity and availability
• Service continuity

Module 17: The Administration of Information Security

• IT security policies
• Security risks assessment
• Controls
• Documents and records
• Managing the operations

Module 18: Implementation Guidance and Types

• Service delivery process
1. Service reporting
2. Service continuity and availability management
3. Budgeting and accounting for services
4. Capacity management
5. Information security management
• Resolution process
1. Incident and service request management
2. Problem management
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• Relationship process
  1. Business relations
  2. Regular reviews
  3. Customer satisfaction measurement
  4. Service complaints
  5. Supplier
  6. Contract
  7. Service definition
  8. Terminating contract
• Configuration management
• Change management
• Release and deployment management

Module 19: Control, Monitor, and Measure

1. Monitoring the processes
2. Internal auditor
3. Development of metrics
4. Performance indicators and dashboards
5. Managing the reviews
6. Implementation of the continual improvement program
7. Preparing audits
8. Managing contractual disputes