ISO 20000: Information Technology Service Management System Foundation

About the Course

In an era where technology is integral to nearly every aspect of business operations, the effective management of IT services has become more critical than ever before. As businesses increasingly rely on technology to streamline their processes, support their growth, and enhance customer interactions, IT services' quality and reliability directly impact organisational success. Ensuring that IT systems are well-managed is essential for maintaining operational efficiency, fostering innovation, and adapting to rapidly changing market demands.

ISO 20000 represents a structured approach to managing IT services, offering a comprehensive framework for delivering high-quality and reliable IT support. By adhering to these standards, organisations can systematically address the complexities of IT service delivery, align IT services with business objectives, and continuously improve service quality. The ISO 20000: Information Technology Service Management System Foundation training is designed to provide delegates with the foundational knowledge necessary to understand and implement ISO 20000 standards, which are globally recognised for ensuring excellence in IT service management. It will guide them through the principles and practices of ISO 20000, assisting delegates in developing a thorough understanding of how to create and maintain an effective IT Service Management System (SMS) that meets the needs of their organisation and its stakeholders.

Throughout the training program, delegates will gain valuable insights into the key processes and practices required to manage IT services effectively, equipping them with the skills to support and improve their organisation's IT service management. It aims to provide delegates with practical tools and knowledge that will assist them in confidently implementing ISO 20000 standards, ensuring that their IT services are delivered efficiently, reliably, and in alignment with international best practices.

Core Objectives

The delegates will achieve the following objectives:

• Understanding core principles and terminology of ISO 20000 to build a foundational knowledge of IT service management standards
• Identify the key components and structure of an IT Service Management System (SMS) in alignment with ISO 20000 requirements
• Understand how to apply the concepts of ISO 20000 to design and implement effective IT service management processes within an organisation
• Understand how to analyse the performance of IT service management practices by evaluating service delivery metrics and identifying areas for improvement
• Understand how to evaluate the effectiveness of an IT Service Management System through internal audits and management reviews to ensure compliance with ISO 20000 standards

Training Approach

This training course blends interactive lectures and hands-on exercises to ensure a comprehensive understanding of ISO 20000 standards. Delegates will engage in group discussions to simulate IT service management challenges and solutions.

The Attendees

This training course is designed for professionals vital in managing, delivering, and improving IT services within their organisations.

It will be suitable to the professionals but not limited to the following:

• IT Service Delivery Managers
• IT Support Analysts
• IT Operations Managers
• Service Delivery Managers
• IT Project Managers
• Quality Assurance Specialists
• Systems Administrators
• IT Consultants

Daily Discussion

DAY ONE: OVERVIEW AND STRUCTURE OF ISO 20000

• Overview of ISO 20000
• Key Principles and Concepts
• Service Management System (SMS)
• Key Clauses of ISO 20000
• Relationship with ITIL and Other Frameworks
• Benefits and Challenges of Implementation
• Certification Process
• Planning the SMS Implementation
• Context of the Organisation
• Leadership
• Policy
• Roles and Responsibilities

DAY TWO: SERVICE MANAGEMENT SYSTEM PLANNING AND IMPLEMENTING

• Risks and Opportunities
• Support of ITSMS
• Service Catalog
• Asset Management
• Configuration Management
• Business Relationship Management
• Service Level Management

DAY THREE: CORE SERVICE MANAGEMENT PROCESSES

• Supplier Management
• Budgeting and Accounting
• Demand and Capacity Management
• Change Management
• Service Design and Transition
• Release and Deployment

DAY FOUR: SERVICE DELIVERY AND MANAGEMENT

• Incident Management
• Service Request Management
• Problem Management
• Service Availability Management
• Service Continuity Management
• Information Security Management
• Monitoring, Measurements, Evaluation

DAY FIVE: PERFORMANCE EVALUATION AND IMPROVEMENT

• Internal Audit
• Management Review
• Service Reporting Nonconformity and Corrective Action
• Continual Improvement
• Audit Concepts
• Principles of Auditing
• Types of Audits
• Audit Findings