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ISO 20000 Lead Implementer Overview
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
- General
- Application
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 Audits
- 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 Process
- Communication at All Levels of Organisation
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
- Categorise Nonconformities
- Protection and Prevention
- Corrective Action
- Checking Corrective Action
- Listing of Corrective Actions Requests
Module 11: Leadership
- Leadership and Commitment
- Policy
- Organisational 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 Protocol
- 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
Who should attend this ISO 20000 Lead Implementer Course?
The ISO 20000 Lead Implementer Training Course is designed for professionals responsible for implementing and managing an IT Service Management system based on the ISO 20000 standard. Here are the professionals who will benefit the most from this course:
- IT Service Managers and Directors
- Quality Assurance Professionals
- IT Project Managers
- Service Delivery Managers
- IT Auditors
- IT Process Owners
- Service Desk Managers
Prerequisites of the ISO 20000 Lead Implementer Course
There are no formal prerequisites for this ISO 20000 Lead Implementer Training Course. However, familiarity with IT Service Management (ITSM) principles and concepts can be beneficial for the delegates.
ISO 20000 Lead Implementer Course Overview
The ISO 20000 Lead Implementer Training Course provides a comprehensive understanding of the ISO 20000 standard, an internationally recognised standard for IT Service Management (ITSM). This training is crucial for professionals aiming to enhance their organisation’s IT service management capabilities, ensuring services are aligned with business needs and delivering consistent value.
Proficiency in ISO 20000 is essential for IT Managers, Consultants, and Quality Assurance professionals. Mastery of this standard enables these professionals to implement and manage an effective ITSM framework, improving service delivery, reducing costs, and increasing customer satisfaction. This course is particularly beneficial for those responsible for managing IT service processes.
This 3-day intensive training by The Knowledge Academy equips delegates with the skills and knowledge to implement ISO 20000 effectively. Participants will learn the key principles and practices of ISO 20000, gaining practical insights into implementing the standard within their organisation. The course includes interactive sessions, real-world examples, and case studies to enhance learning outcomes.
Course Objectives
- To understand the requirements of the ISO 20000 standard
- To gain insights into IT service management best practices
- To develop skills to implement ISO 20000 within an organisation
- To learn how to prepare for an ISO 20000 Certification audit
- To understand the roles and responsibilities of an ISO 20000 Lead Implementer
- To learn how to monitor and measure IT Service Management performance
After completing the course, delegates will receive a certification recognising their expertise as an ISO 20000 Lead Implementer. This certification enhances career prospects and demonstrates a commitment to excellence in IT service management.
What’s included in this ISO 20000 Lead Implementer Course?
- ISO 20000 Lead Implementer Examination
- World-Class Training Sessions from Experienced Instructors
- ISO 20000 Lead Implementer Certificate
- Digital Delegate Pack
ISO 20000 Lead Implementer Exam Information
To achieve the ISO 20000 Lead Implementer, candidates will need to sit for an examination. The exam format is as follows:
- Question Type: Multiple Choice
- Total Questions: 30
- Total Marks: 30 Marks
- Pass Mark: 50%, or 15/30 Marks
- Duration: 40 Minutes
- Open Book/ Closed Book: Closed Book
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ISO 20000 Lead Implementer. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Live classes
Join a scheduled class with a live instructor and other delegates.
Interactive
Engage in activities, and communicate with your trainer and peers.
Global Pool of the Best Trainers
We handpick from a global pool of expert trainers for our Online Instructor-led courses.
Expertise
With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
Global Reach
With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Unlock your potential with The Knowledge Academy's ISO 20000 Lead Implementer, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
Experience the most sought-after learning style with The Knowledge Academy's ISO 20000 Lead Implementer. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led ISO 20000 Lead Implementer sessions.
Highly experienced trainers
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Great value for money
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite ISO 20000 Lead Implementer at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
Our ISO 20000 Lead Implementer offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
Monitor employees progress
The course know-how will help you track and evaluate your employees' progression and performance with relative ease
What our customers are saying
ISO 20000 Lead Implementer FAQs
ISO 20000 is an international standard for IT service management that outlines best practices for delivering quality IT services. It helps organisations establish, implement, maintain, and improve a Service Management System, ensuring efficient and effective service delivery aligned with business needs.
Yes, an examination will need to be passed in order to complete this ISO 20000 Lead Implementer Certification.
Yes, this ISO 20000 Lead Implementer training is the fourth and final course within ISO 20000. The prior courses are; ISO 20000 Foundation, ISO 20000 Lead Auditor, and ISO 20000 Lead Implementer.
The Knowledge Academy offers ISO 20000 Lead Implementer courses in a range of locations across in Papua New Guinea and around the world. This makes it easy to find a training venue near you.
The duration of this course spans across 1 day.
As a prerequisite of this course candidates must have a basic knowledge of ISO 20000 Foundation and experience in auditing.
The ISO 20000 Lead Implementer exam typically includes multiple-choice questions and practical scenarios to assess your understanding of IT service management.
This certification enhances your credibility in IT service management, opening doors to leadership roles in global organisations.
After completing the ISO 20000 Lead Implementer Certification, you can pursue roles such as IT Service Manager, Quality Assurance Manager, IT Consultant, or Compliance Auditor. This certification opens doors to senior positions in service management and process improvement within various industries.
This training equips your team to implement ISO 20000 standards, ensuring your business meets global IT service management requirements.
Yes, by implementing ISO 20000 standards, you can improve service quality, leading to enhanced customer satisfaction.
The Knowledge Academy in Papua New Guinea is a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking this course.
The training fees for ISO 20000 Lead Implementerin Papua New Guinea starts from $2895
The Knowledge Academy is the Leading global training provider for ISO 20000 Lead Implementer.
Please see our ISO 20000 Training courses available in Papua New Guinea
Why choose us
Best price in the industry
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
ISO 20000 Lead Implementer in Papua New Guinea
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