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Course Outline

Introduction to ISO/IEC 20000 and IT Service Management (ITSM)

  • Overview of the structure and requirements of ISO/IEC 20000
  • Introduction to the foundational concepts of IT Service Management (ITSM)
  • Benefits of implementing ISO/IEC 20000 for government operations
  • Key terminology and principles of ITSM relevant to public sector governance
  • Case studies of successful ISO/IEC 20000 implementations in governmental agencies

Planning for ISO/IEC 20000 Implementation for Government

  • Initiating an ITSM project: defining scope and objectives for government entities
  • Leadership and commitment from top management in governmental organizations
  • Planning and managing an ISO/IEC 20000 project within a public sector context
  • Risk management strategies for ITSM projects in government agencies
  • Creating an implementation roadmap tailored to governmental needs

Implementing ISO/IEC 20000 Requirements for Government

  • Detailed analysis of ISO/IEC 20000 clauses and their application in government settings
  • Implementing the ITSM processes:
    • Service delivery processes aligned with public sector objectives
    • Control processes to ensure compliance and security for government services
    • Resolution processes to enhance efficiency in addressing citizen needs
    • Relationship processes to foster collaboration between government agencies and stakeholders
  • Documenting and managing ITSM policies and procedures for government operations
  • Creating a Service Management System (SMS) manual tailored to governmental requirements

Measuring, Monitoring, and Continuous Improvement in Government ITSM

  • Key performance indicators (KPIs) for ITSM processes specific to government services
  • Monitoring and measuring ITSM performance in public sector organizations
  • Conducting internal audits of ITSM practices within governmental agencies
  • Management reviews and the continual improvement process for government ITSM
  • Implementing corrective and preventive actions to enhance service delivery in government

Preparing for Certification and Lead Implementer Role for Government

  • Preparing for ISO/IEC 20000 certification audit in governmental agencies
  • Selecting and interacting with certification bodies for government ITSM projects
  • Lead Implementer's responsibilities and challenges in a public sector environment
  • Ensuring continual improvement post-certification in governmental operations
  • Review and preparation for the ISO/IEC 20000 Lead Implementer exam, with a focus on government-specific scenarios

Summary and Next Steps for Government ITSM Implementation

Requirements

  • Fundamental understanding of ISO/IEC 20000 or other IT Service Management standards for government

Audience

  • IT service managers
  • IT consultants
  • Project managers
  • Compliance officers
 35 Hours

Number of participants


Price per participant

Runs with a minimum of 4 + people. For 1-to-1 or private group training, request a quote.

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

Bader Bin rubayan - Lean Business Services
Course - ISO/IEC 27001 Lead Implementer

Upcoming Courses

ISO/IEC 20000 Lead Implementer

2026-07-15 09:30
35 hours
Atlanta, GA – Regus at Peachtree
$ 6757 (Online)
$ 9757 (Classroom)

ISO/IEC 20000 Lead Implementer

2026-07-29 09:30
35 hours
Cary, NC – Regus at Regency Parkway
$ 6757 (Online)
$ 9757 (Classroom)

ISO/IEC 20000 Lead Implementer

2026-08-12 09:30
35 hours
Chapel Hill, NC – Regus at Environ Way
$ 6757 (Online)
$ 9757 (Classroom)

ISO/IEC 20000 Lead Implementer

2026-08-26 09:30
35 hours
North Charleston, SC – Regus at Faber Center
$ 6757 (Online)
$ 9757 (Classroom)

ISO/IEC 20000 Lead Implementer

2026-09-09 09:30
35 hours
Columbia, SC – Regus at Meridian Building
$ 6757 (Online)
$ 9757 (Classroom)

ISO/IEC 20000 Lead Implementer

2026-09-23 09:30
35 hours
Charlotte, NC – City Center
$ 6757 (Online)
$ 9757 (Classroom)

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