Cambridge
Academy
In London

Course Language: Arabic or English

Scientific material with TAB

Workshops

Reception and farewell at the airport

Daily lunch

Coffee Break

Implementing a service management system (SMS) based on ISO/IEC 20000-1's standards has several advantages. The standard includes practices that have been shown to be helpful in the service management industry, the requirements stated in clauses 4-10 allow the organization to establish a structured approach to manage service provision activities and deliver value to its customers, and the standard allows the organization to establish a baseline upon which it can improve. The management system is based on ISO's high-level structure (HLS), which allows an easier integration with existing management systems.

The training program aims to provide participants a thorough grasp of ISO/IEC 20000-1 standards as well as best practices and methods for setting up and maintaining the service management system.

You are able to take the exam after attending the training session. You can apply for the "PECB Certified ISO/IEC 20000 Lead Implementer" certification if you pass the exam. The "PECB Certified ISO/IEC 20000 Lead Implementer" credential, which is internationally recognized, attests to your professional talents and expertise in implementing an SMS based on ISO/IEC 20000-1 criteria.

Get a thorough grasp of the ideas, strategies, tactics, and procedures employed in the implementation and efficient administration of an SMS.

Recognize the relationship between ISO/IEC 2000-01, the ISO/IEC 20000 family of standards, and other ISO standards.

Get the capacity to comprehend ISO/IEC 20000-1 standards in the unique context of a company.

Get the information and skills required to assist a company in efficiently developing, deploying, administering, monitoring, and maintaining an SMS

Get the knowledge necessary to assist a company in putting SMS best practices into effect.

Managers or consultants concerned with and engaged in a service management system deployment in an organization

Management and staff wishing to assist their company in delivering value and fulfilling service obligations

Project managers, consultants, or knowledgeable advisors who are trying to build a service management system in compliance with ISO/IEC 20000-1 specifications.

Those in charge of ensuring that a business complies with ISO/IEC 20000-1 standards

Team members who deploy SMS

Course Content

Business case and initial design of the ITSMS

Scope of ITSMS

IT Service Management

Benefits & Importance

ITSMS policy

Documentation of process and procedures

Define management systems and process approach

Principles of Information Technology

Preliminary analysis and determining the level of existing information technology

Develop a project plan

Accounting the IT services; accounting and budgeting

What Is ISO/IEC 20000?

Benefits of ISO/IEC 20000

ISO/IEC 20000 – parts

ISO/IEC 20000: 2018

Key differences - ISO 20000 & ITIL®

ITIL® life cycles

Clauses ISO/IEC 20000: 2018

Management responsibility

Governance of processes operated by other parties

Document management

Establish and improve the SMS

Resource management

Define auditing

Types of audit

Internal

External

Audit terminology

Benefits of auditing

Auditor, Auditee

Audit team

Guides and observers

Lead auditor

Audit management

Maintaining confidentiality

Independence

Evidence-based approach

Integrity

Fair presentation of audit reports

Management of personnel

Preparation checklists

Scope of work

Managing audit programs

Communication at all levels of the organization

Skills and Competencies of an Internal Auditor