Training: ISO 20000 (IT SMS) Lead Implementer Course
Course Features
This course enables participants to develop the necessary expertise to support an organization in implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2011. Also, the participant will gain a thorough understanding of best practices for planning and implementing IT Service Management processes starting from the six fields of ISO 20000,planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes.. This ISO TRAINING is fully compatible with ISO 20000-2 (Guidelines for the Implementation of an ITSMS) and ITIL.
Learning Objectives
By the end of the course you will be able to understand:
• Globally recognized Certification (ISO/IEC 20000)
• To Understand the implementation of an IT Service Management System in accordance with ISO 20000
• To Gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System
• To Understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
• To Acquire expertise to support an organization in implementing, managing and maintaining an Information Technology Service Management System (ITSMS) as specified in ISO/IEC 20000:2005
• To Acquire the personal skills and knowledge necessary to advise an organization on the management best practices of an Information Technology Service Management System (ITSMS)
• To Improve the analysis and decision making capabilities in an IT management context
• Ability to manage and protect the organization, assets, stakeholders and management
Who Should Attend
This five (5) days course has been developed to provide delegates with the knowledge to implement ISO 20000 in their organizations.
Personnel who have responsibility to implement ISO systems effectively in their respective area in accordance with ISO 20000 IT Service management system
• Project managers or consultants wishes to prepare and to support an organization in the implementation of an Information Technology Service Management System (ITSMS)
• Persons responsible for the Information Technology Service or conformity in an organization
• Operations staff of an Information Technology Service team
• Expert advisors in information technology
Course Agenda
The course includes a series of presentations, Examples, Exercises involving group activities, Brain Storming, Case Studies, Readings and Sharing of Practical Experiences.
• Introduction to ITSM System concepts as required by ISO 20000 Initiating an SMS
• Planning the implementation of an IT SMS based on ISO 20000
• Implementing an IT SMS based on ISO 20000
• Control, monitor and measure an IT SMS and the certification audit of the IT SMS in accordance with ISO 20000
• Project managers or consultants willing to implement of a Service Management System (SMS)
• Individuals responsible for the SMS conformity in an organization
• Technical experts wanting to prepare for an SMS function Professionals working in IT Service Management
• Prepares participants to take and pass the ISO 20000 Certification examination successfully.
• In-house certification exam on the last day of the ISO TRAINING
• Corporate / In-House training program for Maximum 10/20 Delegates.
Pre-Requisites
Course delegates should have some knowledge of the principles of IT Service Management systems and the content and purpose of the ISO 20000 series of standards.
Course Trainer
All course facilitators are highly qualified and experienced both in training and assessment of IT Service management systems. We strongly believe that the experience in IT Service Management Assessment and Training skills is a right combination to deliver a practical training course. They are selected on their ability to make courses both practical and enjoyable.
Certification
Successful Participants (Based on Test Results) will be awarded certificate of Lead Implementer for ISO 20000.
