Why should you take this training course?
The advantages of adopting a service management system (SMS) based on ISO/IEC 20000-1 criteria are numerous:
The management system is based on ISO’s high-level structure (HLS), which allows for easier integration with existing management systems;
The standard includes practices that have been proven useful in the service management industry;
The requirements stated in clauses 4-10 allow the organization to establish a structured approach to managing service provision activities and delivering value to its customers; and
The standard allows the organization to establish a baseline from which it can improve.
This course aims to provide an in-depth understanding of ISO/IEC 20000-1 requirements, as well as good practices and approaches used for the implementation and subsequent maintenance of the service management system.
Fees
COURSE OUTLINES
- Training course objectives and structure
- ISO standards and ISO/IEC 20000 series
- Fundamental concepts of service management and the SMS
- Initiation of the SMS implementation
- The organisation and its context
- Analysis of the existing system
- SMS scope
- Leadership and commitment
- Service management policies and objectives
- Risk assessment
- Resources and competence
- Awareness and communication
- Documented information
- Service portfolio
- Relationship and agreement
- Supply and demand
- Service design, build, and transition
- Resolution and fulfillment
- Service assurance
- Monitoring, measurement, analysis and evaluation
- Internal audit
- Management review
- Treatment of non-conformities
- Continual improvement
- Preparing for the certification audit
- Closing the training
Domain 2: Service management system requirements
Domain 3: Planning of an SMS implementation based on ISO/IEC 20000-1
Domain 4: Implementation of an SMS based on ISO/IEC 20000-1
Domain 5: Monitoring and measurement of an SMS based on ISO/IEC 20000-1
Domain 6: Continual improvement of an SMS based on ISO/IEC 20000-1
Domain 7: Preparing for a SMS certification audit
COURSE DETAILS
- Training material containing over 450 pages of information and practical examples will be distributed
- A participation certificate of 31 CPD (Continuing Professional Development) credits will be issued
- In case of exam failure, you can retake the exam within 12 months for free