IS0 20000-1:2018
IS0 20000-1:2018
Information Technology – Service Management. Lead Auditor & Lead Implementer
- Certified organization to conduct Lead AuditorTraining in ISO 31000 by LMS, (Accredited from International Accreditation Service a member of International Accreditation Forum www.iaf.nu)
- Licensed Training Partner with Cyber Accreditation Board (www.cyberab.org) an initiative of US Dept of Defense.
- Member organization of Quality Council of India (www.qcin.org)
- Licensed institute partner with CMMI Institute, Pittsburgh, USA (www.cmmiinstitute.com)
- Government eMarket Place (GeM) approved Organization (www.gem.gov.in)
- Approved trainer and examiner for GDPR from Accredia - an Italian Accreditation Body
CMMI Institute
Experiential Learning Objectives (Practice Based)
- Understand the purpose and content of ISO 20000-1 and the legislative framework relevant to ITSM.
- Interpret the requirements of ISO 20000-1 in the context of an ITSM audit.
- The purpose of ITSM and explain the processes involved in establishing, implementing, operating, monitoring, reviewing, maintaining and improving ITSM as defined in ISO 20000- 1, including the significance of these for ITSM auditors
DAY 1 CONTENT
- Entry level exam and Introduction to program, course structure
- Introduction to ITSMS
- Overview and Vocabulary
- Group discussions I & II
- Overview and Vocabulary cont…d
- ISO 20000-1 clauses 4 – 6
- Exercise 2
DAY 2 CONTENT
- Review of previous day learning
- ISO 20000-1 clauses 7
- ISO 20000-1 clauses 8
- 8.1 Operational planning and control
- 8.2 Service portfolio
- 8.3 Relationship and agreement
- 8.4 Supply and demand
- 8.4 Supply and demand
- 8.5 Service design, build and transition
- 8.6 Resolution and fulfilment
- 8.7 Service assurance
- Exercise – 3
- ISO 20000-1 clauses 9-10
- Service reporting
- Exercise - 4
DAY 3 CONTENT
- Review of previous day learning
- Guidelines for Auditing - ISO 19011: 2018
- Exercise – 5 • Guidelines for Auditing - ISO 19011: 2018
- Exercise – 6 • Certification, Registration & Accreditation
- Auditors Competence & Code of Conduct
DAY 4 CONTENT
- Review of previous day learning
- Entry level exam and Introduction to program, course structure
- Introduction to ITSMS
- Overview and Vocabulary
- Group discussions I & II
- Overview and Vocabulary
- Exercise 1
- ISO 20000-1 clauses 4 - 6
- Exercise 2 Proposal for ITSM Lead Auditor & Lead Implementer Course Page 6
- Exercise – 7
- Exercise – 8 (Adequacy Audit)
- 8.7 Service assurance
- Exercise – 3
- Exercise –
- NC Writing
- Role Play – Opening & Closing Meeting
DAY 5 CONTENT
- Exercise – 10 (Case Study & Role Play)
- Summary of the Training Program
- Examination
- Closing
