Course Outline
Introduction to the ISO/IEC 20000 Framework
- Overview of IT Service Management (ITSM) Principles
- Strategic Value and Operational Advantages of ISO/IEC 20000
- Architectural Components and Structure of the Standard
Core Principles and Conceptual Foundations
- Standardized Definitions and Terminology
- The Service Lifecycle Methodology
- The Plan-Do-Check-Act (PDCA) Continuous Improvement Model
Regulatory and Operational Requirements
- Service Management System (SMS) Compliance Mandates
- Governance Frameworks and Accountability within the SMS
SMS Implementation Strategies
- Defining the Operational Scope of the SMS
- Developing and Executing Service Management Policies and Procedures
Essential Processes Under ISO/IEC 20000
- Service Level Management Protocols
- Ensuring Service Continuity and Availability
- Incident Resolution and Root Cause Analysis (Problem Management)
- Change Control and Configuration Management
Continual Improvement Mechanisms
- Performance Monitoring, Measurement, and Analytical Review
- Internal Auditing and Executive Management Reviews
Certification Protocols and Standards
- Procedural Steps Toward Certification Achievement
- Common Operational Challenges and Preparation Guidelines
Assessment Preparation and Comprehensive Review
- Examination Strategies and Representative Question Analysis
- Recap of Critical Concepts Across All Modules
Conclusion and Recommended Path Forward
Requirements
- A foundational grasp of IT service management principles and concepts
Target Audience
- IT Professionals
- Service Managers
- Process Owners
- Quality Assurance Managers
- IT Auditors
Testimonials (4)
Theory followed by practical examples and exercices. Job well done!
Vincenzo Delle Donne - Department of National Defence
Course - ISO 37301 Compliance Management System
the expertise & knowledge of the trainer
Erica DeRosa DeRosa - Aecon Group INc.
Course - ISO 37001 Anti-Bribery Management System
With both my 2022 ISO 9001 audit prep-related training & the recently completed ISO 9001 audit prep refresher course; Dereck has helped me significantly with regards to gaining a new & practical perspective of the ISO 9001:2015 clauses & sections & how they apply to our business. Dereck has also helped me with both training courses --- to improve my ISO-related communications both with our company's employees and the external ISO Auditors .
Dana Foster - Corrigan Oil Company
Course - ISO 9001 Foundation
Speed of response and communication