By the end of this course, delegates will be able to:

• Describe the purpose of an ITSMS and understand the key fundamentals and processes of an ITSMS
• Understand and apply the requirements ISO/IEC 20000 in the context of an audit
• Plan and conduct an ISO/IEC 20000 audit
• Manage audit communication and interviews
• Understand the concept of IT service management
• Be able to adopt ISO 20001 standard for IT management systems
• Be familiar with requirements of ISO 20000 – 1 and ISO 20000 – 2
• Understand certification process for ISO/IEC 20000 – 1 and ISO 20000 – 2
• Develop the expertise to implement an IT service management system
• Have the ability to apply international best practice to your organization
• Help to save your organization time and money by improving the performance of day to day IT operations
• Assist your organization to improve customer relationships and gain industry recognition through quality service delivery
• Be able to support the integration of ISO/IEC 20000 with other management systems, such as ISO 9001 and ISO/IEC 27001
• Understand how ISO/IEC 20000 can enhance the organizational value of ITIL or COBIT

Managers, Team Leaders, Line Managers, Superintendents, OE Champions, Quality and Project Managers, Supervisors, Executives, Internal and External Auditors, Members of IT Team, Health & Safety Managers, Risk Managers, Business Process Owners, Business Finance Managers, Business Risk Managers, Regulatory Compliance Managers, Project Managers, Continuity, Risk, Quality, IT and Environmental Managers, Anyone involved in the system development, implementation and maintenance, Regulatory Affairs Managers, Consultants, Anyone who is involved in ISO standards, Anyone involved in the service management systems

• Overview of IT infrastructure & library
• Terms and definitions
• Contents of ISO 20001
• Service management system general requirements
• Management responsibility
• Documentation management
• Resource management
• Service management system planning and implementation
• Relational process
• Control process
• Resolution processes
• Change management
• Planning, design and development of new or changed services
• Transition of new or changed services
• Service delivery processes
• Service level management
• Service reporting
• Service continuity and availability requirements, plans, monitoring and testing
• Budgeting and accounting for services
• Capacity management
• Information security management
• Business relationship management
• Supplier management
• Incident and service request management
• Problem management
• Configuration management
• Release and deployment management

CDGA attendance certificate will be issued to all attendees completing minimum of 80% of the total course duration.