Course Outline

Introduction to ISO/IEC 20000 for Government

  • Overview of IT Service Management (ITSM)
  • Importance and benefits of ISO/IEC 20000 for government operations
  • Structure and components of ISO/IEC 20000

Key Concepts and Principles

  • Definitions and terminology relevant to ITSM in the public sector
  • The service lifecycle approach tailored for government workflows
  • Plan-Do-Check-Act (PDCA) model adapted for government accountability

Requirements of ISO/IEC 20000 for Government

  • Service management system (SMS) requirements aligned with public sector governance
  • The role of governance in SMS to ensure compliance and transparency

Implementing the SMS for Government

  • Establishing the scope of the SMS within government agencies
  • Planning and implementing service management policies and procedures for government operations

Key Processes in ISO/IEC 20000 for Government

  • Service level management to meet public sector standards
  • Service continuity and availability management to ensure reliable services for citizens
  • Incident and problem management to address issues efficiently and effectively
  • Change and configuration management to maintain system integrity and security

Continual Improvement in Government IT Services

  • Monitoring, measurement, analysis, and evaluation of service performance
  • Conducting internal audits and management reviews to ensure ongoing compliance and improvement

Certification Process for Government Agencies

  • Steps to certification for government organizations
  • Common challenges and tips for preparation in the public sector

Exam Preparation and Review for Government Personnel

  • Sample questions and exam strategy tailored for government IT professionals
  • Review of key points from each module to ensure readiness for certification

Summary and Next Steps for Government Implementation

Requirements

  • Foundational knowledge of IT service management principles

Audience for Government

  • Information technology professionals
  • Service managers
  • Process owners
  • Quality assurance managers
  • IT auditors
 14 Hours

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