ISO/IEC 20000 Lead Implementer| PECB

This five-day intensive course enables participants to develop the necessary expertise to support an organization in implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005.

Course Highlights

This five-day intensive course enables participants to develop the necessary expertise to support an organization in implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005. Also, the participant will gain a thorough understanding of best practices for planning and implementing IT Service Management processes starting from the six fields of ISO 20000, planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes. This training is consistent with the project management practices established in ISO 10006 (Quality Management Systems – Guidelines for Quality Management in Projects). This training is fully compatible with ISO 20000-2 (Guidelines for the Implementation of an SMS) and ITIL.

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100% Students Certified successfully

Who Should Attend
  • Project managers or consultants wanting to prepare and to support an organization in the implementation of an IT Service Management System (SMS)
  • ISO 20000 auditors who wish to fully understand the IT Service Management System implementation process
  • Persons responsible for the IT Service or conformity in an organization
  • Members of an IT Service team
  • Expert advisors in IT
  • Technical experts wanting to prepare for an IT Service function or for an SMS project management function
Course Content
  • Introduction to management systems and the process approach
  • Presentation of the ISO 20000 family of standards and comparison with ITIL V2 and V3
  • Fundamental principles of IT Service
  • Preliminary analysis and establishment of the maturity level of an existing IT Service Management System based upon ISO 21827
  • Writing a business case and a project plan for the implementation of an SMS
  • Definition of the scope of an SMS
  • Definition of an SMS policy and objectives
  • Documentation of the processes and procedures
  • Service level management
  • Budgeting and accounting for IT services
  • Competence management
  • Change management
  • Configuration and release management
  • Capacity and availability management
  • Service continuity and security management
  • Incident and problem management
  • Operations management of an SMS
  • Controlling and Monitoring an SMS
  • Development of metrics, performance indicators and dashboards
  • ISO 20000 internal Audit
  • Management review of an SMS
  • Implementation of a continual improvement program
  • Preparing for an ISO 20000 certification audit
Duration
  • 5 Days
Exam Information
  • Duration : 3 Hours
  • Question format : Essay-type questions
  • Exam language : English
Pre-requisite

ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommended

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Testrimonials

CISSP Trainer in InfoSec is Excellent. He helped me understand concepts better. He is very hardworking and dedicated and goes extra mile to help.

Ajay Siwach – IT Manager, Grant Thornton India

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Testrimonials

Trainer was highly instrumental in helping me pass my CISSP exam on the first attempt. He is a great tutor and is very articulate when teaching complex security topics. InfosecTrain trainer is your go to man if you need help with passing CISSP!!

Arif O – Cyber Security Consultant, India

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