Course Description
ISO/IEC 20000-1 is the ISO Standard for IT Service Management. It provides an assessment framework and specification for the adoption of an integrated approach to effectively deliver managed IT services to meet the business and customer requirements. This intensive 3-day course provides students with the necessary understanding of ISO/IEC 20000-1 and the steps required to conduct internal audits of an IT Service Management system.
Learning Objectives
- Understand the Purpose of ISO/IEC 20000-1
- Understand the Role of Service Management Processes
- Understand the Individual Requirements of ISO/IEC 20000-1 and How They Apply to IT Service Management Systems
- ISO 20000-1 documentation and record requirements
- Understand the Roles and Responsibilities of the Auditor
- Apply ISO 19011 Definitions, Concepts, and Guidelines
- Recognize the Principles, Practices, and Types of Audits
- Conduct all Phases of an Internal Audit (Plan, Execute, Report, Record, Follow Up, Closure)
- Prepare and Present Effective Reports
- Understand the ISO/IEC 20000-1 Certification
- Day 3 live audit of your ITSM
Who Should Attend
- Staff tasked with managing, implementing, or internal auditing an IT Service Management system
- Auditors and others who wish to gain an understanding of ISO/IEC 20000-1
Prerequisite
All students must meet the personal attributes stated in ISO 19011. The organization must have an established ITSM.
Duration: 3 Days
Price: $10,000 (for up to 15 people) plus course manuals and travel expenses for the instructor