Training: ISO 20000 (IT SMS) Awareness Course
Course Features
ISO/IEC 20000 is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service management.The standard allows IT service provider organizations to achieve conformance to a service management system which requires them to continually improve their delivery of IT services. It aligns to the IT infrastructure library (ITIL®) best practice framework.
This ONE day course covers the knowledge required to gain an understanding of the content and requirements of the international standard ISO/IEC 20000: IT Service Management. This course will define the best IT practice for the delivery of managed services to meet the needs of an organisation and its customers. It is aligned with and complementary to the process approach and framework.
Learning Objectives
By the end of the course you will be able to demonstrate:
• To understand the implementation of an Information Technology Service Management System in accordance with ISO20000
• 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 know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2005 and ITIL
• To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an Information Technology Service Management System
• To acquire the necessary expertise to contribute in implementing an Information Technology Service Management System (ITSMS) as specified in ISO 20000
Who Should Attend
Those who have an interest in or are responsible for IT Service management, IT services, any business area that interacts with IT Services performance.
Suggested job roles and their teams include:
• Members of an Information Technology Service team
• Professionals to gain a comprehensive knowledge of the main processes of an Information Technology Service Management System (ITSMS)
• Individuals involved in the implementation of the ISO 20000 standard
• Operations resources related to an ITSMS
• Auditors
Course Agenda
• Introduction to the ISO 20000 standards Introduction to management systems and the process approach
• General requirements: presentation of the clauses of ISO 20000
• Implementation phases of the ISO 20000 framework
• Continual improvement of IT Services
• Conducting an ISO 20000 certification audit
• Examples of implementation of IT Services controls based on ISO 20000 best practices
• Certified ISO/IEC 20000 Foundation exam
• Corporate / In-House training program for Maximum 10/20 Delegates.
Pre-Requisites
No specific knowledge or experience is required.
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 of 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 ISO 20000 Foundation Course.
