ISO/IEC 20000 for Internal Auditors and Consultants is an intensive case study oriented 3 day workshop designed for internal auditors and consultants who play a role in the ISO/IEC 20000 implementation or in providing support around ISO/IEC 20000 implementations. Practical examples and real life case studies are used to guide you through the implementation route and prepares you to conduct a ISO/IEC 20000 assessment or audit.
Course Description -
This interactive workshop leading to ISO/IEC 20000 consultants examination is designed to provide a basic level of knowledge in the BS 15000 IT Service Management standard and its application. It is aimed at practising IT Consultants who wish to assist organisations to prepare for certification under the itSMF's BS 15000 Certification Scheme. The course covers the interpretation and application of the BS 15000 standard and enables consultants to develop the Service Management capability of an organization and assess its readiness for certification within the itSMF's BS 15000 Certification Scheme. Internal auditors involved in preparing an organisation for BS 15000 Certification may find this course more appropriate than the Auditor course.
Audience -
IT Consultants, Quality Consultants, IT service providers, IT Service Managers, IT auditors involved in the implementation of ISO/IEC 20000.
Pre-requisite -
Candidate must hold the ITIL Foundations certificate, and be either an IT practitioner or manager with at least five years' general IT experience and at least three year's experience in an IT Service Management environment either as a practitioner, supervisor or manager or Service Management consultant with at least five years general IT experience and at least three year's experience in Service Management processes or projects.
Learning Objectives -
At the end of this course, you will be able to:
Understand the benefits of achieving ISO/IEC 20000 certification
Define your path towards implementation of ISO/IEC 20000
Define the relationships between the different Service Management processes from an implementation perspective
Understand the role change imposes on an organization and how to deal with this from a ISO/IEC 20000 implementation perspective
Understand what is required for ISO/IEC 20000 Audit
Student Material -
Students will be provided with a manual containing a copy of the classroom visual aids, assignments, sample exam and a feedback form
Course Organization Logistics -
Up to 16 participants
Classroom U-shaped seating arrangement
Minimum 1 break out room
Whiteboard, flipchart, projector
Reference Materials -
Required reference material for the class to be made available by the training organizer for students during the classroom training:
KIT 32, ISBN 0 580 37816 0 , can be ordered from BSI (ITpreneurs is a distributor for the BSI). The Kit contains:
ISO/IEC 20000-1:2002 IT service management. Specification for service management
ISO/IEC 20000-2:2003 IT service management. Code of practice for service management
PD 0015 IT Service Management. Self-assessment Workbook
