ISO 20000 Lead Implementer Course Outline
Module 1: Information Technology Service Management (ITSM)
- Business Case
- Define the Scope of ITSMS
- IT Service Management
- Benefits of IT Service Management
- ITSMS Policy
- Documentation of Process and Procedures
- Process Approach
- Principles of Information Technology
- Develop a Project Plan
- Accounting the IT Services
- Accounting and Budgeting
Module 2: Introduction and Background to ISO/IEC 20000
- What is ISO/IEC 20000?
- Benefits of ISO/IEC 20000
- ISO/IEC 20000 – Parts
Module 3: Scope
Module 4: Terms and Definitions
- Introduction
- Terms Specific to Management System Standards
- Terms Specific to Service Management
Module 5: Context of the Organisation
- Understanding the Organisation and its Context
- Understanding the Needs and Expectations of Interested Parties
- Determining the Scope of the Service Management System
- Service Management System
Module 6: Introduction to Auditing
- Define Auditing
- Types of Audit
- Audit Terminology
- Benefits of Auditing
Module 7: Auditing Roles and Principles
- Auditing Roles
- Audit Team
- Maintaining Confidentiality
- Independence
- Evidence-Based Approach
- Integrity
- Fair Presentation of Audit Reports
Module 8: Responsibilities of the Auditor
- Management of Personnel
- Preparing Checklist
- Scope of Work
- Managing an Audit Programme
- Communication at All Levels of Organization
Module 9: Skills and Competencies of an Internal Auditor
- Personal Attributes
- Skills
- Knowledge
Module 10: Purpose of Internal Auditing
- Detection
- Sampling for Auditors
- Nonconformities
- Agreeing Nonconformities
- Categorize Nonconformities
- Protection and Prevention
- Corrective Action
- Checking Corrective Action
- Listing of Corrective Actions Requests
Module 11: Leadership
- Leadership and Commitment
- Policy
- Organizational Roles, Responsibilities, and Authorities
Module 12: Planning
- Actions to Address Risks and Opportunities
- Service Management Objectives and Planning to Achieve Them
- Plan the Service Management System
Module 13: Support of the Service Management System
- Resources
- Competence
- Awareness
- Communication
- Documented Information
- Knowledge
Module 14: Implementation Guidance and Types
- Service Delivery Process
- Resolution Process
- Relationship Process
- Control Process
Module 15: Control, Monitor, and Measure
- Monitoring the Processes
- Internal Auditor
- Development of Metrics
- Performance Indicators and Dashboards
- Managing the Reviews
- Implementation of the Continual Improvement Programme
- Preparing Audits
- Managing Contractual Disputes
Module 16: Operation of the Service Management System
- Operational Planning and Control
- Service Portfolio
- Relationship and Agreement
- Supply and Demand
- Service Design, Build, and Transition
- Resolution and Fulfilment
- Service Assurance
Module 17: Introduction to Lead Auditor
- Definition of Lead Auditor
- Benefits of Auditing
Module 18: On-Site Auditing
- On-Site Auditing Objectives
- Conduct Interview
- Create and Evaluate Checklist
- Questionnaires for Data Collection
- Conduct Document Review
- Evaluate the Work Done
- Provide Sample
Module 19: Remote Auditing
- Introduction
- Benefits of Remote Auditing
- Barriers of Remote Auditing
- Observe Work Through Surveillance at Workplace
- Types of Surveillance
- Enhancing Interaction Through Communication
- Conduct Document Reviews with Auditees
- Data Analysis