ISO/IEC 20000 Lead Implementer Guide

Introduction:

Implementing a Service Management System (SMS) that complies with ISO/IEC 20000-1 offers numerous advantages. This standard outlines best practices for managing service provision and includes requirements in clauses 4 to 10 that help organizations establish effective procedures and deliver value to clients. By aligning with ISO/IEC 20000-1, organizations can set a foundation for continual improvement.

ISO/IEC 20000-1's structure, aligned with the high-level structure (HLS) developed by ISO, facilitates integration with other management systems. The ISO/IEC 20000 Lead Implementer training program equips participants with a comprehensive understanding of the standard, as well as practical guidance for implementing and maintaining an effective SMS.

Upon completing the training, participants will be eligible to take the ISO/IEC 20000 Lead Implementer exam. 

Objectives:

By the end of the ISO/IEC 20000 Lead Implementer Guide course, participants will be able to:

• Understand and apply concepts, strategies, tactics, and procedures for effectively implementing and managing an SMS.
• Relate ISO/IEC 20000-1 to other standards within the ISO/IEC 20000 family and other ISO standards.
• Contextualize the ISO/IEC 20000-1 standard within an organization's specific needs.
• Acquire the skills necessary to help an organization develop, implement, operate, control, and sustain an SMS.
• Identify components essential for integrating SMS best practices within an organization.

Training Methodology:

• Case Studies
• Role-Playing Exercises
• Group Discussions
• Simulations
• Hands-On Activities
• Expert Presentations
• Real-World Scenarios

Course Outline:

Unit 1: Overview of Information Technology Service Management (IT SMS)

• Business case and initial design of the IT SMS
• Scope and benefits of IT SMS
• IT Service Provision Management
• IT SMS policy
• Process and procedures documentation
• Management systems and process approach
• Information Management Principles
• Survey of existing IT knowledge and technology
• Project management activity plan
• IT service provisioning, expenses, and planning

Unit 2: PETE Training ISO/IEC 20000: Introduction and Background

• Overview of ISO/IEC 20000
• Benefits and parts of ISO/IEC 20000
• ISO/IEC 20000:2018 and its differences from ITIL®
• ITIL® lifecycle phases
• Clauses of ISO/IEC 20000:2018

Unit 3: Service Management System (SMS)

• Ensuring management accountability
• Managing processes of other parties
• Document administration
• Developing and managing the SMS
• Resource management

Unit 4: Basics of Auditing

• Definition and types of auditing
• Internal and external audits
• Audit language and importance

Unit 5: Circumstances and Common Auditing Principles

• Roles in auditing: Auditor, audited, audit group, supporters, mentors, chief auditor
• Conduct of audit
• Principles of confidentiality, objectivity, evidence-based reporting, honesty, and accuracy

Unit 6: Duties of an Auditor

• Personnel administration
• Checklist preparation
• Work planning
• Audit project management
• Communication skills within all organizational hierarchies