Notice

ISO 20000 Auditor

 

 

General

 

ISO 20000 is the International Standard for Information Technology (IT) Service Management (formally known as BS 15000). The standard is intended to encourage the adoption of a consistent and integrated process approach to the delivery of managed IT services and in doing so meet the business needs and customer requirements.

 

ISO 20000 standard is complimentary to the IT Infarstructure Library (ITIL) framework.

 

ISO 20000 divided into two parts:

 

ISO 20000 - 1 IT service management

 

Specification for service management. This standard describes the specific requirements that an organization needs to address to comply with to delivery managed services of specified quality level (Service Level Agreement - SLA) for its customers.

 

The requirements cover the followings :

 

  • Requirements for a management system
  • Planning and implementing service management
  • Planning and implementing new or changed services
  • Service delivery process
  • Relationship processes
  • Resolution processes
  • Control Processes
  • Release Processes

ISO 20000 - 2 IT service management

 

Code of practice for service management. This standard interprets ISO 20000 -2 IT service management for applicaation purposes. Providing a guide for application and usefulness for organizations preparing to be assessed against the requirement of ISO 20000 or used as a model for introducing service improvements. 

Although, only a few organizations have been independently approved to this standard, interest is growing rapidly for the following reasons :

 

  • Opportunity to review and wherever possible improve the organization's; Customer Care, Technical Support, Customer liaison, Help Desk services, and processess to ensure they meet the requirements of an internationally recognized model for IT service management.
  • Ensuring a continued focus on delivering the services that the business and customers need.
  • Conforming a positive return on Technical Support Investment - Putting the processes in place that improve utilization of resources and ultimately their effectiveness. Together with reducing the potential for duplication of effort.
  • Improving the perception that customers' have of the Technical Support and Customer Liaison funtion. Increasing their confidence in the organization's support services, which in turn improves staff morale and performance.
  • Show our customers that the organization has the ability to meet this standard as confirmed by an independent third party.

The Information Technology Infrastructure Library (ITIL) consists of seven document sets. : Manager Set; Service Support; Service Delivery; Software Support; Networks;Computer Operations; Environmental. ITIL covers a number of areas, but one of its main focus is IT Service Management. IT Service Management in turn consists of two key areas, Service Support and Service Delivery. It is these two key areas, consisting of 10 disciplines, that are responsible for the provision and management of effective IT services.

 

Benefits

 

Course delegates will be able to do followings below :

  • Be aware of the aims and objectives of BS 15000
  • Understand the ISO 20000 IT Service Management system content.
  • Interpret for application purposes and internally audit against the ISO 20000 IT Service Management system standard.
  • Use IT Service Management syste standard check lists.
  • Coherently answer question regarding the ISO 20000 standard.

 

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