ConnectSphere’s ISO/IEC 20000 experienced consultants will provide candidates with guidance in assessing all of the major content of the ISO/IEC 20000 service management processes and their certification audit requirements.Candidates will also gain a thorough understanding of the key activities and requirements of each of the processes.

Course Schedule

Pre-requisites

This itSMF accredited course builds on candidate's established audit and IT. All delegates must be qualified auditors, for example ISO 9001 (IT Sector), BS 7799, TickIT, IRCA, CISA. Additionally, each delegate should also have a minimum of three years experience in the assessment or auditing of IT and Service Management processes, and possess good communication skills.

Learning Objectives

The purposes of this course are to enable candidates to:

• Act as an auditor for a service provider seeking or re-seeking certification against ISO/IEC 20000
• Understand the principals and terminology of the approach and certification audit
• Identify the objectives of the core processes of the ISO/IEC 20000 standard
• Identify and assess the requirements of the overall (service) management system and plan.

Content

• Introduction and objectives
• Overview of ISO/IEC 20000
• Service delivery processes
• Relationship processes
• Resolution processes
• Control processes
• Release processes
• Automation and tools
• Certification – scoping, eligibility and audit preparation
• Group assignment
• Exam preparation

To enquire about this course click here

Duration: 2 days

Delivery: Public or on-site classroom course with exam