The ISO/IEC 20000 IT Service Management System (ITSMS) is an international standard that was put in place to provide minimum requirements for the establishment, implementation, maintenance and continuous improvement of IT Service Management System (ITSMS). Every organization wishing to comply and be certified to the ISO/IEC 20000 standard adopt an implementation strategy for its ITSMS based on its needs and objectives, organizational processes, structure and service requirements. The primary objectives of establishing, implementing, maintaining and continually improving the ITSMS within an organization is to ensure that IT services meet the needs and objectives of the business through documentation of service management policies, plans, procedures and their implementation.
To be effective, organization seeking to comply with ISO/IEC 20000 standard must integrate its service management system with the organization’s processes and overall management structures by ensuring that service management is considered and embedded all IT processes, information systems and service delivery management. Regulatory agencies across several industries including financial services, telecommunications, insurance, energy, manufacturing, business services and consulting have mandated the implementation, compliance and certification to ISO/IEC 20000 standard for organizations within their purview. The objective is to ensure continual improvement within the organization by determining whether processes within the scope of the its ITSMS conforms to the organization’s own requirements for ITSMS as well as the control requirements of the ISO/IEC 20000 standard.
This book is a do-it-yourself compliance assessment guide for the ISO/IEC 20000 Lead Auditor (LA) and other IT audit & assurance professionals who perform audit of ISO/IEC 20000 IT service management system. It provides a detailed step by step guide on how to audit the ISO/IEC 20000 management system to ensure compliance with the ISO/IEC 20000 standard as well as organization’s own requirement for ISMS. The audit program is updated with the latest control requirements of ISO/IEC 20000:2018 standard.
It serves as an audit program and risk assessment checklists for IT Assurance practitioners and ITSMS Managers with details of test procedures to be performed to confirm compliance with the requirements of the ISO/IEC 20000 management system clauses. It provides the reader with audit steps, description of the ISO/IEC 20000 management clauses, what documents (e.g. policies, procedures, manuals, standards, frameworks, etc.) to request from the audit client for review and what to look out for during the review. Audit program/checklist can easily be integrated with popular audit management software such as teammatessolutions or IdeaGen, RSA Archer, etc.
Intended for organizations desirous of building its IT service management system to conform to the requirements of ISO/IEC 20000 standard. ISO/IEC 20000 Lead Auditors (LA) and Lead Implementer (LI) will find this book very useful for continuous review of their ITSMS and ensuring that they pass their certification and surveillance audits by external auditors. Below is a sample page of the IT service management system audit program/checklist. For full access to the document, you can subscribe to our membership plan or purchase the book by click the Buy Now or Add to Cart button below.
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