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ISO 20000 IT Service Management
Audit and improve IT service-management systems against ISO/IEC 20000.
Advanced5 daysEnglish or ArabicISO Systems
Course overview
ISO/IEC 20000-1 is the international standard for IT service management. It helps service providers plan, deliver and improve services that meet agreed requirements, and complements frameworks such as ITIL.
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This course teaches IT professionals and auditors to audit a service management system, from service-level and capacity management to incident, problem and change control.
Key takeaways
- 01Interpret ISO/IEC 20000-1:2018 and its relationship with ITIL 4
- 02Audit service-level, capacity, availability and continuity management
- 03Assess incident, problem, change and release processes
- 04Plan and lead first-, second- and third-party audits using ISO 19011
- 05Report findings that drive real corrective action
Course outline
- Day 1
IT service management and ISO/IEC 20000
- Service management concepts
- ISO/IEC 20000 family and ITIL alignment
- Service catalogue and scope
- Day 2
Service management processes
- Relationship and service-level management
- Supply, demand and capacity
- Incident, problem, change and release
- Day 3
Audit principles and planning
- ISO 19011 audit principles
- Certification audits under ISO/IEC 17021-1
- Audit programme, scope and plan
- Day 4
Conducting the audit
- Opening meeting and process-based interviews
- Sampling and gathering objective evidence
- Writing clear nonconformity statements
- Day 5
Reporting and follow-up
- Audit conclusions and closing meeting
- Report writing and certification recommendation
- Corrective-action follow-up and surveillance
- Examination
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Frequently asked questions
Do I need ITIL certification?
No, although ITIL Foundation knowledge makes the process content easier to follow.
How is the course assessed?
Through continuous assessment of workshop exercises and a written examination on the final day.
How do I choose the right course?
Compare your professional goals, experience and preferred format, or ask an adviser to help.
Are courses available online?
Yes. Live virtual and in-house options are available depending on the programme.
Will I receive a certificate?
Certificate requirements depend on the programme and awarding organisation.
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