PECB ISO/IEC 20000 Lead Implementer (inglise keeles)
Training duration: 32 academic hours (4 days).
Target audience:
- Information Security Incident managers
- IT Managers
- IT Auditors
- Managers seeking to establish an Incident Response Team (IRT)
- Managers seeking to learn more about operating effective IRTs
- Information Security risk managers
- IT system administration professionals
- IT network administration professionals
- Members of Incident Response Teams
- Individuals responsible for Information Security within an organization
Prerequisites: A fundamental understanding of ISO/IEC 27035 and comprehensive knowledge of Information Security.
Contents of this training
The ISO/IEC 20000 Lead Implementer training course enables you to develop the necessary expertise to support an organization in establishing, implementing, managing and maintaining a Service Management System (SMS) based on the requirements of the ISO/IEC 20000-1 standard. During this training course, you will also explore the different components of an SMS, which help in improving the quality of the services provided and delivered by an organization, and thus increase its customer satisfaction and overall performance.
After mastering all the necessary concepts of a Service Management System based on the ISO/IEC 20000-1 standard, you can sit for the exam and, if you successfully pass the exam, you can apply for a “PECB Certified ISO/IEC 20000 Lead Implementer” credential. By holding a PECB Lead Implementer certificate, you will be able to demonstrate that you have the practical knowledge and professional capabilities to implement, manage and maintain an organization’s SMS based on the ISO/IEC 20000-1 standard.
Trainer: PhD Andro Kull, certified ISO 20000 Lead Implementer
Specific course content will include
- Day 1 Introduction to ISO/IEC 20000 series and initiation of the SMS implementation
- Course objectives and structure
- Standards and regulatory frameworks
- Fundamental concepts and principles of service management
- Initiate the SMS implementation
- Understand the organization and its context
- Gap analysis
- SMS scope
- Day 2 Planning the implementation of an SMS
- Leadership
- Policies and objectives
- Risks and opportunities
- Resources and competence
- Awareness and communication
- Documented information
- Day 3 Implementation of an SMS
- Service portfolio
- Relationship and agreement
- Supply and demand
- Service design, build and transition
- Resolution and fulfillment
- Service assurance
- Day 4 SMS monitoring, continual improvement and preparation for the certification audit
- Monitoring, measurement, analysis and evaluation
- Internal audit
- Management review
- Treatment of nonconformities
- Continual improvement
- Preparing for the certification audit
- Certification process and closing the training
Intended outcome
Learning objectives:
- Master the concepts, approaches, methods and techniques used for the implementation and effective management of an SMS
- Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory frameworks
- Learn how to interpret the ISO/IEC 20000-1 requirements in the specific context of an organization
- Learn how to support an organization in effectively planning, implementing, managing, monitoring and maintaining an SMS
- Acquire the expertise to advise an organization in implementing Service Management System best practices
Price includes:
- classroom training;
- certification exam;
- course materials;
- certification of attendance the course.
In addition we offer:
- snacks, tea and coffee;
- lunch on each training day.
Täienduskoolituse õppekavarühm: informatsiooni- ja kommunikatsioonitehnoloogia interdistsiplinaarne õppekavarühm
Koolitaja
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Andro KullAndro Kull during his career, has worked in both sectors, public and private. In the previous years he has worked for the financial sector with regards to IT and information security, and for the energy sector with regards to IT risks, where security and continuity demands are very high. Kull started his career as IT specialist and IT manager, and has worked extensively as IT auditor and as IT risk manager for one of the largest company in Estonia. At the same time, he founded a small consulting company and managed projects related to IT risk assessment, the implementation of security measures, business continuity planning (BC), planning for recovery (DR), and crisis management mostly in public sector organizations.
The international environment is not new to Andro Kull, since he has participated in the European Central Bank internet payment security working group. Kull has been cooperating with the IT banking supervisors on an international level. Furthermore, he has organized one international conference in Tallinn. In addition, he has worked for European Union DG Connect as advisor connected with IT risk management recommendations development.
Andro Kull holds a PhD degree from the University of Tampere, concentrating on the IT oversight and compliance verification methodologies, and he currently is lecturing IT risk and information security management issues at the University of Tallinn.
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