The certification stands as the highest achievement in IT Service Management, establishing a global standard for quality and effectiveness. In today’s technology-driven world, where efficient and dependable IT services are critical for organizational success, this certification has become increasingly significant. The ISO 20000 Lead Implementer Training Course provides a comprehensive exploration of the standards and practices that form the foundation of this esteemed certification.Mastering and applying the ISO 20000 standard is essential for IT Professionals, Quality Managers, and Consultants committed to improving IT service quality. This expertise is particularly crucial for those leading their organizations toward ISO Certification, ensuring alignment with international service management standards and industry best practices.The Knowledge Academy’s 3-day ISO 20000 Lead Implementer Training Course is crafted to equip delegates with the skills and knowledge required to successfully implement ISO 20000 standards. Through this focused training, participants will develop the expertise to guide their organizations through the certification process, strengthen service management capabilities, and attain global recognition for delivering high-quality IT services.
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ISO 20000 Lead Implementer
ISO 20000 Lead Implementer Course Outline
Module 1: IT Service Management (ITSM)
- Developing a Business Case
- Defining the Scope of ITSMS
- Overview of IT Service Management
- Advantages of IT Service Management
- ITSMS Policy Framework
- Documenting Processes and Procedures
- Adopting a Process-Oriented Approach
- Core Principles of Information Technology
- Crafting a Project Plan
- IT Service Accounting
- Financial Management: Accounting and Budgeting
Module 2: Introduction to ISO/IEC 20000
- Overview of ISO/IEC 20000
- Key Benefits of ISO/IEC 20000
- Structure and Parts of ISO/IEC 20000
Module 3: Scope Definition
- General Overview
- Application of Scope
Module 4: Terms and Definitions
- Key Introductions
- Terms Related to Management System Standards
- Service Management-Specific Terminology
Module 5: Organisational Context
- Understanding the Organisation and Its Environment
- Identifying Stakeholder Needs and Expectations
- Defining the Service Management System Scope
- Structure of the Service Management System
Module 6: Auditing Fundamentals
- Introduction to Auditing
- Various Types of Audits
- Key Audit Terminology
- Advantages of Conducting Audits
Module 7: Principles and Roles in Auditing
- Roles in the Auditing Process
- Composition of an Audit Team
- Ensuring Confidentiality
- Maintaining Independence
- Evidence-Based Auditing Techniques
- Upholding Integrity in Auditing
- Accurate and Fair Audit Reporting
Module 8: Auditor Responsibilities
- Managing Audit Personnel
- Preparing Comprehensive Checklists
- Defining the Audit Scope
- Overseeing the Audit Programme
- Facilitating Communication Across the Organisation
Module 9: Internal Auditor Skills and Competencies
- Essential Personal Attributes
- Critical Skills for Auditors
- Required Knowledge Base
Module 10: Objectives of Internal Auditing
- Detection Processes
- Sampling Technique
- Identifying Nonconformities
- Agreeing and Categorizing Nonconformities
- Prevention and Protection
- Implementing Corrective Actions
- Verifying Corrective Measures
- Managing Corrective Action Requests
Module 11: Leadership in Service Management
- Leadership and Organisational Commitment
- Policy Development
- Defining Roles, Responsibilities, and Authorities
Module 12: Strategic Planning
- Addressing Risks and Opportunities
- Setting and Planning Service Management Objectives
- Developing the Service Management System Plan
Module 13: Supporting the Service Management System
- Resource Allocation
- Building Competence
- Promoting Awareness
- Effective Communication Strategies
- Managing Documented Information
- Knowledge Management
Module 14: Implementation Strategies and Processes
- Service Delivery Processes
- Resolution Management
- Relationship Handling
- Control Mechanisms
Module 15: Control, Monitoring, and Measurement
- Monitoring ITSM Processes
- Role of Internal Auditors
- Developing Metrics
- Utilizing Performance Indicators and Dashboards
- Managing Reviews and Feedback
- Implementing Continuous Improvement Initiatives
- Audit Preparation
- Handling Contractual Disputes
Module 16: Operating the Service Management System
- Operational Planning and Control Methods
- Managing the Service Portfolio
- Relationship and Agreement Management
- Balancing Supply and Demand
- Service Design, Build, and Transition Processes
- Resolution and Fulfillment Procedures
- Ensuring Service Assurance
Module 17: Introduction to Lead Auditing
- Unde Benefits of Effective Auditing
- rstanding the Role of a Lead Auditor
Module 18: Conducting On-Site Audits
- Objectives of On-Site Auditing
- Interview Techniques
- Developing and Evaluating Checklists
- Using Questionnaires for Data Collection
- Document Review Processes
- Evaluating Work Performance
- Providing Audit Samples
Module 19: Remote Auditing Practices
- Introduction to Remote Auditing
- Advantages of Remote Auditing
- Challenges and Barriers in Remote Auditing
- Surveillance Techniques in the Workplace
- Types of Surveillance Methods
- Enhancing Communication and Interaction
- Reviewing Documents with Auditees
- Analyzing Data for Audits
Target Audience
• Project managers
• Quality managers
• Auditors
• Executives Engineers
• Members of a service team
IT Includes
1. 3 days interactive instructor-led ISO 20000 lead implementer training in New Zealand
2. Training provided by highly qualified, certified, and accredited trainers from PECB Certificate of ISO 20000
3. Lead Implementer course by PE
4. Certification
Exam Format
• Number of questions: 12
• Exam Mode: Online/Web-based Closed book
• Duration: 180 mins Exam format: Essay Type
Training Delivery Modes
Mindbel learning offers 4 learning modes to choose
Classroom Training
Interactive sessions by expert and accredited trainers in classroom
Online Training
Industry experienced trainers led online sessions
Corporate group training for corporates
Flexible delivery methods are available depending on your learning style.
Focused One to One training
You will learn from qualified, accredited, certified and highly experienced trainers in classroom
Benefits of ISO 20000 Lead Implementer training with Mindbel
Average Salary
$110K
per annum
Expected Job growth rate
20%
Companies Hiring
Job Roles
- IT Service Managers
- IT Service Providers
- Quality Assurance Professionals
- IT Consultants
- IT Project Managers
- Compliance Officers
- Service Desk Managers
- IT Professionals Pursuing Career Growth
- Organizations Seeking Compliance
Benefits
• Access to expert instructors well-versed in ISO 20000 lead implementer certification standards and implementation strategies, providing comprehensive guidance throughout the course.
• Practical exercises and case studies enable real-world application of ISO 20000 concepts, enhancing hands-on learning experiences.
• Develop skills essential for implementing, managing, and maintaining IT service management systems compliant with ISO 20000 standards.
• Certification as an ISO 20000 Lead Implementer adds credibility to your expertise, opening doors to career advancement opportunities in IT service management.
• Acquire the knowledge needed to lead and drive the implementation of ISO 20000 standards within your organization, contributing to its growth and compliance.
• Understand how to identify, assess, and manage risks associated with IT service management, ensuring robust risk mitigation strategies.
• Being certified as a Lead Implementer instils confidence in stakeholders, showcasing your capability to manage IT services in alignment with international standards.
• Acquire the skills to initiate, implement, and sustain continual improvement processes for IT service management systems based on ISO 20000 guidelines.
ISO 20000 Lead Implementer Training FAQs
What is ISO 20000 Lead Implementer Course?
ISO 20000 Lead Implementer Course in New Zealand is a certification program that provides knowledge and skills to implement and manage an ISO 20000-compliant IT Service Management system.
Who can attend the ISO 20000 Lead Implementer Course in New Zealand?
IT professionals, consultants, and individuals who want to learn about IT service management and ISO 20000 standards can attend the course.
How long does the ISO 20000 Lead Implementer Course last?
The ISO 20000 Lead Implementer Course duration may vary depending on the provider, but it typically lasts for 3 days.
What are the prerequisites for the ISO 20000 Lead Implementer course?
Participants should have a basic understanding of IT service management and experience in a related field, such as IT operations or IT service delivery.
What topics are covered in the ISO 20000 Lead Implementer course?
The ISO 20000 Lead Implementer course in New Zealand covers topics such as the principles of IT service management, the requirements of ISO 20000 standard, implementation processes, and continuous improvement.
What is the format of the ISO 20000 Lead Implementer course?
The ISO 20000 Lead Implementer course in New Zealand may be conducted as a classroom-based training program, or it may be offered online by Mindbel.
What is the assessment process for the ISO 20000 Lead Implementer course in New Zealand?
Assessment is usually based on a combination of written exams, practical assignments, and case studies.
What is the certification process for the ISO 20000 Lead Implementer Course?
Participants who successfully complete the course and assessment will receive a certificate of completion from the certifying body.
How is the ISO 20000 Lead Implementer Course beneficial in New Zealand?
The course provides participants with the knowledge and skills to implement and manage an ISO 20000-compliant IT Service Management system, which can improve the overall quality and efficiency of IT service delivery.
Are there any continuing professional development (CPD) points available for the ISO 20000 Lead Implementer Course in New Zealand?
Yes, participating in the ISO 20000 Lead Implementer Course in New Zealand may earn CPD points for IT professionals.
What are the benefits of becoming an ISO 20000 Lead Implementer?
Obtaining this certification demonstrates your expertise in implementing IT service management systems based on ISO 20000, enhancing your professional credibility and career prospects.
How can organizations benefit from having ISO 20000 Lead Implementers?
Organizations benefit from having professionals who can effectively lead the implementation of ISO 20000-based IT service management systems, ensuring the organization's IT services meet international standards.
Can I take the ISO 20000 Lead Implementer Course in New Zealand if I'm already certified in another ISO standard?
Yes, having experience in implementing other ISO standards can be advantageous, as it reflects your familiarity with implementation methodologies.
What's the main difference between ISO 20000 Lead Implementer and ISO 20000 Lead Auditor?
The Lead Implementer course in New Zealand focuses on guiding the implementation of an IT service management system, while the Lead Auditor course focuses on auditing an existing IT service management system.
Can I lead ISO 20000 implementations immediately after completing the Lead Implementer Course in New Zealand?
It's recommended to gain some practical experience before leading implementations. This could involve participating in implementation projects or working with experienced implementers.
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