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ISO 20000 Lead Implementer Training Course


Course Overview

Today key operational processes of all types of organization rely on IT for their very existence. Changes in these business processes often require changes to the IT systems, affecting hardware, software, communications and support.
Effective service management does not happen by accident. It needs to be planned, resourced, implemented and verified and it is here that ISO 20000 & ITIL based ITSMS comes into its own. ISO 20000 is the world's first standard for IT service management. The standard specifies a set of inter-related management processes, and is based heavily upon the IT Infrastructure Library (ITIL) best practice processes. However, the standard presents the information differently and has additional processes incorporated than ITIL Service Management

Course Objective

By the end of the program, you will have gained a complete knowledge of IT service management, how to implement ISO/IEC 20000-1:2005 in your organization. From the course delegates will be able to take the skills learned back to their organization and implement ISO/IEC 20000-1:2005 to certification standards.
It will provide practical proven guidance on the successful design, implementation and management of a Continuous Service Improvement Programme (CSIP) based on ITIL best practice guidelines. and the Roadmap for it Certification to ISO 20000-1.

Course Benefits

The course builds on the general principles, covered as part of the ITIL Service Management Essentials course.
It provides practical guidance on the design, implementation and integration of an ITIL-based, IT Service Management Framework within the context of an organisation's overall business-focused Services Framework and the Roadmap for it Certification to ISO 20000-1.

  • The Vision - creating, communicating, setting direction, aligning business with IT
  • People, Process & Technology - drivers for instigating change
  • Where do we want to be? - the business case for implementing ITSMS, identifying and managing risks, gap assessments, planning for quick wins, setting goals
  • How do we get there? - process specification, organizational change, selling, culture change, training
  • Benefits of Implementing Service Management - effects on business, employee, finances, innovation
  • Assessments - measuring maturity of services, benchmarking, customer satisfaction surveys, identifying and managing stakeholders
  • Milestones - measuring success, key performance indicators, critical success factors
  • Continuous Service Improvement Programme (CSIP) - what is it?
  • Processes keeping up the momentum - consolidating, institutionalizing, on going reviewing, moving forward.