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 core concepts of IT Service Management
  • Benefits of implementing ISO/IEC 20000 for government agencies
  • Key terminology and principles of ITSM
  • Case studies of successful ISO/IEC 20000 implementations

Planning for ISO/IEC 20000 Implementation in Government

  • Initiating an ITSM project: Defining scope and objectives
  • Leadership and commitment from top management
  • Planning and managing the ISO/IEC 20000 project for government
  • Risk management strategies for ITSM projects in the public sector
  • Developing a comprehensive implementation roadmap

Implementing ISO/IEC 20000 Requirements for Government

  • In-depth analysis of ISO/IEC 20000 clauses
  • Implementing ITSM processes:
    • Service delivery processes
    • Control processes
    • Resolution processes
    • Relationship processes
  • Documenting and managing ITSM policies and procedures for government
  • Creating a Service Management System (SMS) manual tailored for government use

Measuring, Monitoring, and Continuous Improvement in Government ITSM

  • Key performance indicators (KPIs) for ITSM processes in the public sector
  • Monitoring and measuring ITSM performance for government agencies
  • Conducting internal audits of ITSM practices for government
  • Management reviews and continuous improvement process for government ITSM
  • Implementing corrective and preventive actions in the public sector

Preparing for Certification and Lead Implementer Role in Government

  • Preparing for the ISO/IEC 20000 certification audit for government agencies
  • Selecting and interacting with certification bodies for government projects
  • Lead Implementer's responsibilities and challenges in the public sector
  • Ensuring continuous improvement post-certification for government ITSM
  • Review and mock exam preparation for the ISO/IEC 20000 Lead Implementer exam, tailored for government professionals

Summary and Next Steps for Government Agencies

Requirements

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

Audience

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

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