Description

In this course, you will discover the context, content, requirements, objectives and application of ISO/IEC 20000-1. This course also covers the scope and application of Parts 1, 2, 3 and 5 of the standard, and shows how they can be used during the certification audit.

Who is this training for ?

For whom ?

This qualification is primarily aimed at information technology auditors internal to the organization providing the service or belonging to a certification body.

Prerequisites

Training objectives

Training program

• Introduction and discovery of ISO / IEC 20000
  • The principles and basic elements of the ISO /IEC 20000 standard.
  • The concepts: service, process, quality...
  • Principles of the IT Service Management.
  • IT service management.
  • Business / IT alignment.
  • The ISO /IEC 20000 standard and quality .
  • Implementation risks.
  • Relations with other standards/standards (COBIT®, ISO 9000, etc.).
  • The ISO /IEC 20000 APMG certification scheme.
  • Collective reflection.
  • Collective discussion to understand what a Service Management strategy represents.
• ISO / IEC 20000, scope and use
  • Structure of ISO / IEC 20000 part - 1.
  • The objectives and application of ISO / IEC 20000 - 1.
  • Scope and structure of ISO / IEC 20000 part - 2.
  • Main differences between ISO / IEC 20000 part - 1 and ISO / IEC 20000 part - 2.
  • Scope and structure of ISO / IEC 20000 part - 3.
  • Scope and structure of ISO / IEC 20000 part - 5.
  • Requirements for a pre-audit, a certification audit and periodic control audits.
  • Practical work: How to resolve the issues of defining the scope of application and eligibility for the certification of the service provider.
• ISO/IEC 20000, implementation
  • Eligibility.
  • The scope of the standard.
  • The obligation to cover all processes.
  • Integration with another quality management system.
  • Exercise: Analysis of the eligibility of an organization.
• ISO/IEC20000 process audit
  • Roles and responsibilities.
  • Non-conformities.
  • Observations.
  • After certification.
  • Collective reflection.
  • Conduct the audit of ISO /IEC20000 processes.
• Revision, exam preparation and certification
  • Revision session and completion of a mock exam.
  • Correction of the mock exam.
  • Preparing for the exam.
  • Practical work.
  • Certification exam.