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  • ISO 20000-1-2011 IT Service Management System Training

ISO/IEC 20000 is an international standard that allows organisations to demonstrate excellence and prove best practice in IT service management.The standard, ISO 20000, gives you guidelines with which you can assess and improve the quality of service management processes of an ICT organization.Defining and implementing an effective ITSMrequires a pragmatic approach to IT service delivery that helps organization to demonstrate its capability for the design, transition, delivery and improvement of services that fulfills the service requirements of customer; provide the value added services to customer to enhance the customer satisfaction.

The certification brings with it many advantages. Alongside the targeted improvement of processes through regulated structures, service level maintenance, customer satisfaction and availability of services are more easily measurable by means of key performance indicators.

Course Objective

The main objective of this training programis to explain all the processes of the ISO / IEC 20000 Information Technologies Management System Standard and provide all relevant implementations and sample works according to the institutions/organization requirements. Through this training participants will learn to design, analyze and implement the requirements of an effective ITSM in compliance with the standard requirements in a step by step manner.

Course Duration: 1 day (8 Hrs)

Prerequisite for course

We recommend that participants have prior knowledge of the following to maximize the course benefits:

Management Systems
  • Basic of ISO and background qualification in similar field.
  • The Plan, Do, Check, Act (PDCA) cycle.
  • The principalcomponents in a management system and the interrelationship.
  • Basic structure of the standard and key terms used within it.
  • Creation of Documents, policy, KPI/SLA, Process cycle, operation and continuous improvement.
IT Service Management

The intended outcomes of our ISO / IEC 20000 Information Technologies SMS awareness training course are:

  • Better understanding of the importance of quality within IT Service Management
  • Understand the breadth depth and integration between the processes
  • Identify as to what is involved in the standard
  • Appreciate the importance of adopting a quality approach to Service Management
  • How ISO/IEC 20000 will enable you to transform the Service Provision using best practice from ITIL and ISO9000
  • comprehend the value of ISO/IEC 20000 accreditation
ISO 22000
  • ISO / IEC 20000 Information Technology SMS Standard and Features
  • ISO/IEC 20000 Information Technology SMS General Requirements
  • ISO/IEC 20000 Information Technology SMS Processes
Course Summary

Our course covers:

  • The quality specifications for IT Service Management
  • The structure, concepts and purpose of ISO20000;
  • The code of practice for IT Service Management
  • Basic concepts of ISO/IEC 20000
  • The steps to arrive at an implementation of a quality system;
  • Links to other ITSM frameworks
TRAIBCERT Course Benefits

At TRAIBCERT, participants are assessed based on involvement and performance during the course which includes

  • Exercises, role plays, case studies, tests and all other activities.
  • Our expert trainers deliver the training, which will be tailored specifically to your company requirements,
  • Provides all participants an overview of ITSM standard and make them aware of the company's IT security policy
  • Skilled to decipher the requirements of ISO 20000 in the context to customer requirements.
  • Proficient to recognize the requirements of the 2005 version of ISO 20000.
  • Follow risk analysis- types of risk linked to the organization

Course Objective

TRAIBCERT’s ISO 20000 internal auditor training course provides participants with the actual steps of an ISO 20000 certification audit, providing clear information about what the certification auditor expects. The main aim of our ISO 20000internal auditor training course training is to provide participants with the required knowledge and skills to successfully plan and prepare for an audit, perform an audit, document an audit, report the results of an audit, and manage corrective actionsof an IT SMS within their organization.

The auditing approach can be applied for internal auditing, supplier auditing, customer-initiated auditing and accreditation/certification auditing as an auditor.Our ISO 20000 internal auditor training course focuses on providing participants with skills to provide real value and underpin Process Owner and other Stakeholder confidence that leads to better improvements, more insightful audits, better quality information and therefore, better informed decisions.

Course Duration: 3 day (24 Hrs)

Prerequisite for course

Prior taking the course, we at TRAIBCERT recommend that participants to have attended our awareness training course and/or possess a basic knowledge and understanding of the ISO 20000 and its auditing concepts to gain much beneficial things out of this training course.

We suggest participants to be familiar about:

Management Systems
  • Basic understanding of the requirements of the ISO 20000Standard
  • An understanding of the continual improvement aspects of the all management system
  • Knowledge of the principles of process auditing and the requirements of ISO 20000
  • An understanding of the need for clear knowledge of the organization’s defined processes, IT SMS policy, their sequence, interaction and measurement
  • The requirements to plan, conduct and report on a process based audit activity
  • The importance of meeting organizational IT SMS policy and achieving it
IT Service Management

The intended outcomes of our ISO / IEC 20000 Information Technologies SMS internal auditor training course are:

  • Understanding fundamentals of what constitutes a formal BCMS
  • Interpretation of ISO 20000
  • Audit Program that includes planning, recording, execution and recording and close out
  • Understand and apply the Process Approach, & Process Auditing
  • Understand the principles, processes and techniques used for the assessment and management of an IT SMS and impacts in the context of an audit
  • Audit an organisation's ability to comply with relevant legislation/compliance
  • Tracking audit findings till closures
ISO / IEC 20000 Information Technologies SMS
  • The management systems approach towards IT SMS.
  • Interpret and understand the requirements of ISO 20000
  • Plan, Conduct and Report a process based audit of an entire IT SMS effectively
Course Summary

TRAIBCERT’s highly interactive and strategically designed 3-day intense ISO 20000 internal auditor training course covers some of the major aspects of becoming an ISO 20000 internal auditor such as

  • Introduction to Internal Auditing
  • The role of Internal Audits and the Audit Life Cycle
  • Audit Terminology and Principles
  • Audit Types and Objectives
  • Understanding the PDCA Cycle and Process Approach and their significance for Internal Auditors
  • Internal Auditor Competence, Roles & Responsibilities
  • Audit Findings, Terminology, Classification and Elements
  • Behaviors & Performance Evaluation
  • Business Process Management
  • Audit Planning (Process & Risk-based)
  • Initiating & Preparing for the on-site activities
  • Developing an Audit Plan/Scope Audit Protocol (Checklist/Process Documentation)
  • Evaluating the significance of nonconformities
  • Auditing effective improvement program
  • Corrective actions and effective follow-up program
  • Sources of information and further development
TRAIBCERT Course Benefits

Upon successful completion of our ISO 20000 internal auditor training course, Internal Auditors certified by TRAIBCERT will be able to effectively:

  • Interpret correctly the requirements of ISO 20000 standard and apply to organization for IT-SMS.
  • Conduct an effective ITSM Gap analysis/ Establish the ITSM policy/ Governance of processes, establish the service management system , monitor and review the IT-SMS
  • Effectively design and transition of new or changed services
  • Establish the Service delivery processes, the Relationship processes, the Resolution processes and Control processes.
  • Initiate improvements in the IT- Service Management (ITSM) in organization.
  • Conduct an effective ITSM Internal Audit
  • Competent to make documents for the organization for effective implementation of ISO 20000.

Course Overview

TRAIBCERT’s ISO 20000 Lead Auditor training course explains SMS policy, objective and planning of processes to fulfill the service requirements, implementing and operating the SMS for the design, transition, delivery and improvement of the services, monitoring, measuring and reviewing the SMS and the services against the policies, objectives, plans and service requirements and reporting the results and taking actions to continually improve performance of the SMS and the services.

TRAIBCERT’s ISO 20000 Lead Auditor training course’s objective is to enable participants to develop the necessary expertise to audit a Service Management System (SMS) based on ISO 20000 and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques.This intensive, challenging and highly interactive and practical course is designed toprovide an excellent opportunity for participants who wish to benchmark and framework their expertise in relation to their roles and responsibilities towards become an ISO20000 Lead Auditor.

Course Duration: 5 days (40 Hrs)

Prerequisite for course

A preliminary knowledge of ISO 20000 standard is highly recommended to individuals prior to taking this course. This could be achieved by taking TRAIBCERT’s ISO 20000 Awareness and Internal Auditor training course for better understanding of the roles, responsibilities, functions and accountabilities of a lead auditor – from audit initiation stage through the audit follow-up stage.

We recommend that participants have prior knowledge of the following to maximize the course benefits:

Management Systems
  • Fundamental audit concepts and principles
  • Audit the approach based on evidence and risk
  • Preparation of an ISO 20000 certification audit
  • SMS documentation audit
  • Conducting an opening meeting
ISO / IEC 20000 Information Technologies SMS
  • Fundamental principles of service management
  • ISO 20000 certification process
  • Service Management System (SMS)
IT Service Management

The intended outcomes of our ISO / IEC 20000 Information Technologies SMS Lead auditor training course are that:

  • Participants understand the requirements and application of ISO 20000.
  • Participants understand the Information Technology Service design, transition, delivery and improvement of services to fulfill service requirements to achieve customer satisfaction and provide value added services.
  • Participants understand the Governance of processes operated by other parties, implement the SMS, Design and transition of new or changed services, Service delivery processes, Service reporting, Service continuity and availability management
  • Participants understand the Budgeting and accounting for services, Capacity management, Business relationship management, Supplier management, Resolution processes
  • Participants demonstrate the competency in implementation of ISO 20000.
  • Participants develop the Knowledge and Skill for Auditing of ISO 20000.
Course Summary

Through our course, we focus on consistent interpretation & application of the requirements of ISO 20000 and develop the ability to plan, conduct, report and follow up a successful audit of ITS Massuring they meets the needs.

Through our course participants will get condensed valuable information that details the requirements for an effective implementation of an IT SMSas per ISO 20000. TRAIBCERT’s 5 day ISO 20000 Lead Auditor training course details the principles, processes and techniques used for the assessment of risk and the skills and knowledge needed to conduct third party audits against the requirements of the ISO 20000 standard. You learn about:

  • ISMS requirements and its Application
  • ISMS Policy, information security Risk identification & Risk analysis, setting up the Risk Treatment and controls
  • Legal requirements and its compliances, information security Operational control
  • ISMS Documentation requirements, internal Auditing and Management review meeting
  • Monitoring and measurements of ISMS performance.
  • Explanation of Types of Audit, Audit Principles and Auditor Attributes
  • Explanation of NC Finding and NC report writing technique
  • Explanation of Audit Check list Preparation
  • Explanation of Audit Team selection, Audit planning
  • Opening meeting and interaction with Auditee
  • Document Review Audit
  • Onsite Audit technique
  • Audit report writing technique
  • Closing meeting
  • TRAIBCERT Course Benefits

    TRAIBCERT's certified ISO 20000 ITSMLead Auditors will:

    • acquire the expertise of performing an ISO 20000 audit, following the ISO 19011 guidelines
    • acquire the expertise of performing an ISO 20000 certification audit, following the ISO 19011 guidelines and ISO 17021 specifications
    • acquire the necessary expertise of performing an SMS audit team
    • understand the operation of an ISO 20000 conformant service management system
    • know the interrelationships between ISO/IEC 20000-1, ISO/IEC 20000-2 and ITIL
    • Become potential third party auditor for ISO 20000.