ISO - 20000 Lead Implementer - IT Service Management

Lehrplan

Am Ende des Kurses werden Sie über die folgenden Module abgeprüft werden. Nach drei Tagen verfügen Sie über das benötigte Wissen für das Bestehen der Prüfung:

Introduction to Information Technology Service Management System (ITSMS) concepts as required by ISO 20000; Initiating an ITSMS

• Introduction to management systems and the process approach
• Presentation of the standards ISO 20000 family of standards and comparison with ITIL V2 and V3
• Fundamental principles of Information Technology Service
• Preliminary analysis and establishmentof the maturity level of an existing Information Technology Service management system based upon ISO 21827
• Writing a business case and a project plan for the implementation of an ITSMS

Planning an ITSMS based on ISO 20000

• Definition of the scope of an ITSMS
• Definition of an ITSMS policy and objectives
• Documentation of the processes and procedures
• Service level management
• Budgeting and accounting for IT services
• Competence management

Implementing an ITSMS based on ISO 20000

• Change management
• Configuration and release management
• Capacity and availability management
• Service continuity and security management
• Incident and problem management
• Operations management of an ITSMS

Controlling, monitoring and measuring and improving an ITSMS; certification audit of an ITSMS

• Controlling and Monitoring an ITSMS
• Development of metrics, performance indicators and dashboards
• ISO 20000 internal Audit
• Management review of an ITSMS
• Implementation of a continual improvement program
• Preparing for an ISO 20000 certification audit