Planning and Achieving ISO/IEC 20000 Training Course

Planning and Achieving ISO/IEC 20000
(2-Day workshop)

Course summary

This interactive 2-day workshop gives practical guidance on how to develop the vision, objectives, scope and business case for achieving ISO/IEC 20000 (the international standard for IT Service Management) certification for your organisation.

The workshop is designed to enable both managers and implementation teams to define an effective business case for internal approval. It will also examine approaches to implementation, and risk management of the standard.

Agenda

• Overview of the ISO/IEC 20000 standards
• Benefits of adopting the standard
• Scoping for the standard adoption and certification
• Understanding the maturity that the organisation is at now and identifying the gaps
• Self assessment approach and building of the business case
• Identification of the critical success factors for achievement of the standard
• Implementation considerations
• Planning for continuous improvement
• Preparing for the ISO/IEC audit

Objectives

• To understand the benefits of adopting the ISO/IEC 20000 standard
• To enable the delegate to assess where they are now and what needs to be done to achieve accreditation
• To be able to define a credible and trusted business case with reasonable time scales
• To be able to define the relationships between the different Service Management processes
• To be able to understand and consider what will be in and out of scope of the audit
• Preparing for the ISO/IEC 20000 audit
• To ensure delegates are equipped for planning for continual service improvement

Pre-requisites

Those attending the Workshop should have at least ITIL Service Management Foundation level awareness or knowledge of the ISO/IEC 20000 standard.

Who should attend?

• Senior managers
• Quality managers
• Auditors
• Quality consultants
• IT service managers
• Service improvement and project managers
• IT consultants
• IT service providers

This course is non-residential.