ISO 20000

“ISO/IEC 20000-1:2018 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements” – ISO.org

ISO 20000 Lead Implementor

Course Overview

ISO/IEC 20000-1:2018 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements. ISO/IEC 20000-1:2018 can be used by:

  • an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
  • an organization that requires a consistent approach by all its service providers, including those in a supply chain;
  • a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
  • a service provider to monitor, measure and review its service management processes and services;
  • a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS
  • an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2018

This 4-day course is intended to provide delegates with the knowledge and skills required to perform first, second and third party audits of Information Technology Service Management processes against the requirements of ISO/IEC 20000-1, Part 1 Specification.

Target Group

  • IT SMS Implementers & Internal auditors of an organization management system consultants.
  • IT SMS Project managers, team members or consultants.
  • Auditors aspiring for a career in ITSMS certification audits

Course Coverage

  • ITSMS scope. ITSMS Terms & Definitions requirements and its Application
  • ISMS requirements and its Application
  • ISMS Policy, information security Risk identification & Risk analysis, setting up the Risk Treatment and controls
  • Legal requirements and its compliances, information security Operational control
  • ISMS Documentation requirements, internal Auditing and Management review meeting
  • Monitoring and measurements of ISMS performance.
  • Explanation of Types of Audit, Audit Principles and Auditor Attributes
  • Explanation of NC Finding and NC report writing technique
  • Explanation of Audit Check list Preparation
  • Explanation of Audit Team selection, Audit planning
  • Opening meeting and interaction with Auditee
  • Document Review Audit
  • Onsite Audit technique
  • Audit report writing technique
  • Closing meeting

Get Your Dream Designation And Salary