Course Outline

Introduction and Overview of ISO/IEC 20000 for Government

  • Introduction to IT service management and ISO/IEC 20000
  • Key concepts and principles of IT service management (ITSM)
  • Overview of the ISO/IEC 20000 standard structure and key clauses
  • Comparison with other frameworks, such as ITIL
  • The role of ISO/IEC 20000 in continuous improvement for government operations

ISO/IEC 20000 Audit Principles and Planning for Government

  • Understanding the audit process: Types of audits, scope, and criteria for government agencies
  • Roles and responsibilities of a lead auditor in a government context
  • The audit lifecycle: planning, preparation, and execution tailored for government operations
  • Risk-based auditing approach aligned with public sector workflows
  • Developing an audit plan and preparing checklists for government-specific requirements

Conducting the Audit for Government

  • Conducting opening meetings and setting clear audit expectations for government entities
  • Interviewing techniques and gathering objective evidence in a government environment
  • Managing audit team dynamics and ensuring audit trail integrity within government agencies
  • Identifying and documenting non-conformities specific to government standards

Reporting and Follow-up for Government

  • Preparing the audit report: essential components and best practices for government reporting
  • Communicating findings to management within government organizations
  • Corrective actions and follow-up process for non-conformities in a government context
  • Conducting closing meetings and concluding the audit for government entities

Certification Process and Exam Preparation for Government

  • Certification process overview for ISO/IEC 20000, tailored for government agencies
  • Managing an audit program and audit schedule for government operations
  • Professional conduct and ethics for auditors in the public sector
  • Review of key topics and sample exam questions relevant to government standards
  • Mock examination and feedback session designed for government personnel

Summary and Next Steps for Government

Requirements

  • Fundamental knowledge of IT service management (ITIL or a comparable framework)
  • Comprehension of management systems

Audience

  • IT professionals for government
  • IT consultants and managers
  • Quality professionals
 35 Hours

Number of participants


Price per participant

Testimonials (4)

Upcoming Courses

Related Categories