ISO 20000 Lead Implementer - Serbia and Montenegro

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