Curso ISO 20000 Lead Implementer (PECB Official Course)

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

Also, the participant will master the best practices for planning and implementing IT Service Management processes starting from the six fields of ISO/IEC 20000:2005: planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes.

- A copy of the ISO/IEC 20000-1:2005 standard is distributed to the participants for the duration of the training
- An ITSMS implementation toolkit as well as a student manual containing over 450 pages of information and practical examples will be distributed to participants
- A 35 CPE (Continuing Professional Education) participation certificate will be issued to participants

In the end of this course, students will be able to:

- Understanding the application of an IT Service Management System in the ISO/IEC 20000:2005 context
- Mastering the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System
- Knowing the interrelationships between ISO/IEC 20000-1: 2005 and ISO/IEC 20000-2: 2005
- Understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
- Acquiring expertise to support an organization in implementing, managing and maintaining an Information Technology Service Management System (ITSMS) as specified in ISO/IEC 20000:2005.
- Acquiring the expertise necessary to manage a team in implementing the ISO/IEC 20000:2005 standard
- Acquiring the personal skills and knowledge necessary to advise an organization on the management best practices of an Information Technology Service Management System (ITSMS)
- Improving the analysis and decision making capabilities in an IT management context.

This course is entended to:

- Project manager or consultant wanting to prepare and to support an organization in the implementation of an IT Service Management System (ITSMS)
- ISO 20000 Auditor who wants to master the IT Service Management System implementation process
- Person responsible for the IT management or conformity in an organization
- IT department staff
- Expert advisor in IT
- Technical expert wanting to prepare for an IT Management function or for an ITSM project management function.

1: Introduction to the management of an IT Service Management System based on ISO 20000 and launching an ITSMS
1.1: Introduction to management systems and the process approach
1.2: Detailed presentation of the ISO/IEC 20000-1: 2005 and ISO/IEC 20000-2: 2005 standards, comparison with ITIL V2 and V3
1.3: Fundamental principles in IT Service Management
1.4: IT Service Management System implementation methodology
1.5: Development of an ISO/IEC 20000:2005 project charter

2: Planning an ITSMS based on ISO 20000
2.1: Documentation of the processes and procedures
2.2: PDCA cycle and continuous improvement
2.3: Internal audit of an ITSMS
2.4: Drafting of an ITSMS policy
2.5: Definition of the scope of an ITSMS
2.6: Implementation of the ITSMS pillars: Document Management, Management review and Competence management

3: Launching and implementing an ITSMS based on ISO 20000
3.1: Service Level Management
3.2: Budgeting and Accounting for IT Services
3.3: Change Management
3.4: Configuration and Release Management

4: Implementing and deploying an ITSMS based on ISO 20000
4.1: Capacity and Availability Management
4.2: Service Continuity and Security Management
4.3: Incident and problem Management
4.4: Preparing for an ITSMS audit Certificate