ITSMSA
IT Service Management System (ISO 20000) Audit

ITSMSA Course Introduction

For the organization that has IT service management or IT service management system in place, an auditing is a vital process to ensure its effectiveness and efficiency. In this 3-days course, attendee will gain essential knowledge and also practice how to benchmark their ITSM/ITSMS with international accepted standards and guidelines. Not only compliance to ISO standards concern, but also practical recommendation for valuable improvement will be discussed.

ITSMSA Course Objectives

• To understand fundamental principle in IT service management
• To understand international accepted standard and leading practice such as ISO/IEC 20000 and ITIL
• To understand practical approach for auditing based on the ISO 19011
• To understand vital concept and the process of ISO certification audit
• To learn some techniques from the experienced auditor

Target Group

• Service Manager
• IT Manager
• Business Analyst
• IT Auditor

Course Outline of ITSMSA

Day 1
    – Fundamental Principle in IT Service Management
    – International Standards and Leading Practices
    – The Plan-Do-Check-Act (PDCA) Model
    – Auditing Standards and Guidelines

Day 2
    – Audit IT Service Management Programme Scope
    – Audit Design and Transition of New or Changed Services
    – Audit Service Level Management
    – Audit Service Reporting
    – Audit Service Continuity and Availability Management
    – Audit Budgeting and Accounting for Services
    – Audit Capacity Management
    – Audit Information Security Management

Day 3
    – Audit Business Relationship Management
    – Audit Supplier Management
    – Audit Incident and Service Request Management
    – Audit Problem Management
    – Audit Configuration Management
    – Audit Change Management
    – Audit Release and Deployment Management
    – Audit Management System Process