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ISO 20001 ITSM Implementation

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IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers. ITSM practice facilitates organizations to make significant improvements in the way they manage the relationships, processes, people and technologies to deliver a high quality IT service. The international standard ISO 20000 defines the best practices in IT Service Management. It specifies a number of closely related processes when brought together will help ensure that an organisation delivers managed IT services of acceptable quality to its customers.

Implementation of ISO 20000 brings with it many benefits and advantages. It helps in aligning information technology services and business strategy. It creates competitive advantage via the promotion of consistent and cost-effective services. It helps in Creation of a formal framework for current service improvement projects. It helps in creating improved relationship between different departments via better definition and more clarity in terms of responsibility and goals. Through the creation of a consistent approach it aids major organizational changes

Like many other management systems, ISO 20000-1 is based on the Plan-Do-Check-Act approach. You can prepare for the standard by undergoing training to learn more about it. INFOSAVVY offers a foundation certification that provides an overview of the standard’s requirements along with the Lead implementer certification which endorses your knowledge in implementing and managing IT services in your organization. You will also learn what your organisation needs to do in order to ensure its continued compliance to the standard after initial certification.

  • Fundamental Principles and Concepts in IT service management.
  • IT Service management Best Practices – overview
  • Planning a ITSMS
  • Implementing a ITSMS
  • Performance Evaluation, Monitoring and Measurement of a ITSMS
  • Continual Improvement of a ITSMS
  • Preparation for a ITSMS Certification audit
  • Typical challenges faced during implementation and maintenance of ITSMS

 

  • Auditors and Lead Auditors who are required to conduct internal and external ITSMS audits
  • Persons responsible for implementing IT Service management system
  • The IT services team (which may include any of the consultants, project managers, organizational staff, etc) responsible or wanting to support the organization in implementing the IT services to ensure Consistent and reliable service delivery for the organization.

Exam format:

Certified IT SMS Lead Implementer

  • Total marks: 100
  • Sections: Two sections namely part A & part B. Both sections are to be attempted.
  • Duration of the exam: 120 minutes (2 hours)
  • Passing criteria: 70%

Part A – MCQ

  • Multiple choice based questions
  • Total 40 questions in part A
  • Total Marks of part A: 40
  • Each question is of one mark

Part B – Subjective

  • No. of case studies: 3 (three). There will be minimum 5 questions per case study which needs to be responded
  • Marks of each case study: 20
  • Total marks of part B: 60
  • As the exams are “open book”; candidates are allowed to use the following reference materials:
    • A copy of the ISO 20000-1:2011 standard,
    • Course notes from the Participant Handout,
    • Any personal notes made by the student during the course

Professional Experience

  • 3 years of work experience in Information Technology domain which includes at least 8 months of experience in Information technology service management system

Training course

  • Recommended hours  of training 24 Hours

Expectation

  • Candidate should have experience in an implementation of Service management system covering a minimum of 5 service management process areas

 

Overview

ISO 20001 ITSM Implementation Training & Certification

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers. ITSM practice facilitates organizations to make significant improvements in the way they manage the relationships, processes, people and technologies to deliver a high quality IT service. The international standard ISO 20000 defines the best practices in IT Service Management. It specifies a number of closely related processes when brought together will help ensure that an organisation delivers managed IT services of acceptable quality to its customers.

Implementation of ISO 20000 brings with it many benefits and advantages. It helps in aligning information technology services and business strategy. It creates competitive advantage via the promotion of consistent and cost-effective services. It helps in Creation of a formal framework for current service improvement projects. It helps in creating improved relationship between different departments via better definition and more clarity in terms of responsibility and goals. Through the creation of a consistent approach it aids major organizational changes

Like many other management systems, ISO 20000-1 is based on the Plan-Do-Check-Act approach. You can prepare for the standard by undergoing training to learn more about it. INFOSAVVY offers a foundation certification that provides an overview of the standard’s requirements along with the Lead implementer certification which endorses your knowledge in implementing and managing IT services in your organization. You will also learn what your organisation needs to do in order to ensure its continued compliance to the standard after initial certification.

Course Outline

ISO 20001 ITSM Implementation Training & Certification

  • Fundamental Principles and Concepts in IT service management.
  • IT Service management Best Practices – overview
  • Planning a ITSMS
  • Implementing a ITSMS
  • Performance Evaluation, Monitoring and Measurement of a ITSMS
  • Continual Improvement of a ITSMS
  • Preparation for a ITSMS Certification audit
  • Typical challenges faced during implementation and maintenance of ITSMS

Who Should Attend

ISO 20001 ITSM Implementation Training & Certification

  • Auditors and Lead Auditors who are required to conduct internal and external ITSMS audits
  • Persons responsible for implementing IT Service management system
  • The IT services team (which may include any of the consultants, project managers, organizational staff, etc) responsible or wanting to support the organization in implementing the IT services to ensure Consistent and reliable service delivery for the organization.

Exam Information

ISO 20001 ITSM Implementation Training & Certification

Exam format:

Certified IT SMS Lead Implementer

  • Total marks: 100
  • Sections: Two sections namely part A & part B. Both sections are to be attempted.
  • Duration of the exam: 120 minutes (2 hours)
  • Passing criteria: 70%

Lead Auditor ISO 27001 http://www.info-savvy.com/product/iso-27001-lead-auditor-training-and-certification-isms/

ISO 31000 Core Risk Manager http://www.info-savvy.com/product/iso-31000-core-risk-manager/

ISO 20001 ITSM Implementation  http://www.info-savvy.com/product/iso-20001-itsm-implementation/

ISO 31000 Risk Managment  http://www.info-savvy.com/product/iso-31000-risk-management-certified-risk-manager/

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