ISO 20000-1:2011 includes only the products and services required to cut out unnecessary costs. The standard allows IT service provider organisations to achieve conformance to a service management system. It aligns to the IT Infrastructure Library (ITIL) best practice framework. It helps external IT service providers to become a competitive differentiator for delivery of IT services.
Who Should Attend?
- The course is aimed at personnel at all levels within an organisation who need an understanding of ISO/IEC 20000:2005 Parts 1 & 2 and the certification process
- Describe the key processes required for an IT Service Management System (SMS).
- Communicate the benefits of an ISO 20000 IT SMS
- Communicate that it is possible to integrate an ISO 20000 compliant SMS with other management systems in the service provider’s organisation.
- Adopt an integrated process approach and the PDCA methodology, enabling the service provider to align or fully integrate multiple management system standards.
- Know what to do next in their organisation
- How to utilise the set of Generic ISO 20000-1:2011 Service Management Templates with instructions and examples
- Explain service management system requirements
- Identify what should be in a service management policy
- Explain the relevant document management processes
- Maintain resource management processes
- Assess the Plan, Do, Check, Act
- Breakdown Information Security management, policy and controls
- Elaborate on Service Security management, policy, and controls
- Receive homework (If Applicable)
- Final Questions/Review
- Improve your organisations services
- Introduce you to simple ways of implementing an effective service management
- Ability to emphasise reliable and high-quality service management
- Measurable effectiveness and continual improvement in your organisation
- The ability to demonstrate good practice to your organisation’s constituencies
- Assist your organisation create a benchmark derivable services and performance
- All delegates who successfully pass the assessment over 60% will be issued with a certificate of competence.
- If you receive lower than 60% a certificate of attendance will be issued.
- An Assessment at the end of the course will be required.
- A minimum of 60% is to be achieved to attain a Competence Certificate.
- If you achieve lower than 60% but get between 40 – 59% a second attempt will become available.
- If you get lower than 40% and fail the second attempt, you will need to re-purchase the course.
- An attendance certificate is awarded to you regardless of a pass or fail.