ISO/IEC 20000-1:2018 IT SERVICE MANAGEMENT SYSTEM LEAD IMPLEMENTER

ABOUT THE COURSE

ISO/IEC 20000-1 is the leading international standard for Information technology – Service management – Part 1.

It covers commercial, governmental and not-for-profit organizations and specifies the requirements for establishing, implementing, maintaining and continually improving a service management system (SMS).

Implementation and operation of an SMS provide ongoing visibility control of services and continual improvement, leading to greater effectiveness and efficiency. Improvement in service management applies to the SMS and the services.

An SMS supports the service lifecycle management, including the planning, design, transition, delivery and improvement of services, which meet agreed requirements and deliver value for customers, users and the organization providing services.

Duration: 5-days course

WHAT WILL YOU LEARN FROM THE COURSE?

At the end of this course, participants will be able to:

• Understand the purpose of an Information Technology Service Management System and the requirements in accordance to ISO/IEC 20000-1:2018
• Understand the framework for implementing a service management system (SMS).
• Documentation requirements
• Role of lead implementer in implementing the requirements of the IT service management system
• How to implement ISO/IEC 20000-1:2018
• How to Plan, Conduct and Report an internal ITSMS audit in accordance with ISO 19011:2018

Topics to be covered in this course include:

• ISO/IEC 20000-1: 2018 - ITSMS Concepts, terms and benefits, ITSMS family of standards
• ISO/IEC 20000-1- ITSMS requirements overview
• Service Management System (SMS) overview
• Context of the organization
• Leadership
• Planning
• Support of the SMS
• Operation of the SMS
• Operation planning and control
• Relationship and agreement
• Service design, build and transition
• Resolution and fulfilment
• Supply and demand
• Service assurance
• Performance evaluation
• Improvement
• Levels of documentation and documentation requirements

WHAT IS THE COURSE METHODOLOGY?

There is a balance between knowledge-based presentations, discussions, exercises, and case studies. Participants will experience activity-based learning mainly during the training.

Certificates will only be issued to participants who are in 100% total attendance and pass the examination.

WHO SHOULD TAKE THE COURSE?

This course is specially designed for:

• Any managers or executives responsible for the security and confidentiality of their business-critical information
• People who wish to understand ISO/IEC 20000-1:2018 IT Service Management System (SMS)

Prerequisite: A fundamental understanding of  ISO 20000-1

Participant ISO 20000-1:2018

WHO IS THE COURSE ADVISOR?

The domain experts from TÜV SÜD design the course content and structure.