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ITSM Implementation

Implementation program for Information Technology Service Management (ISO 20000-I)

The course is designed to give you understanding regarding implementation of an Information Technology Service Management System in conformity with ISO 20000-I

It is a short term program which includes an ISO requirement and specification overview in the first two days. It is followed by live cases from various industries and a review test on the last day of the program.

Detailed Course Contents

  • Principles of Information Technology Service
  • Information Technology Service Management System (ITSMS)
  • Approach and implementation methodology
  • Audit concepts and principles
  • Audit approach based on risk
  • ITSMS documentation audit
  • Audit test plans
  • Formulation of audit findings
  • Documenting nonconformities reports
  • Audit documentation
  • Conducting a closing meeting and conclusion of an ISO 20000 audit
  • Evaluation of corrective action plans
  • Preparing Surveillance audit
  • Preparing Internal audit management program

Course Advisor

Sunil Kumar

Sunil Kumar

Leader Consulting Practice @AIG


Extremely approachable Sunil as MBB would have a unique accolade of helping greater than 5000 people in their Lean Six Sigma Journey and has partnered 100s of firms in their Lean Six Sigma Journey and management system implementations.

Pranay Kumar

Pranay Kumar

Lean Six Sigma


CEO and Principal Consultant @AIG, Pranay has had an illustrious career in Lean Six Sigma and management system industry. As a Leadership Coach & Mentor he is a passionate person with above par change management skills

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