Duration
5 days
Course aim
On completion of this training you will have the knowledge of ISO 20000-1 requirements and methods for its implementation, and the skills to effectively lead, manage and delegate activities to ensure the effective implementation of ISO 20000-1 within your organization.
Course description
This training combines our ISO 20000-1 requirements and implementation courses, with an additional 2 days of content with examination. This will provide you with: An in-depth understanding of the Standard; the best practice methods to implement the Standard within your organization; and ensure its effectiveness by teaching you management skills such as; leadership, effective delegation, problem solving and motivation.
How will I benefit?
This course will help you:
- Gain an in-depth knowledge of the requirements of ISO 20000-1
- Develop the confidence to apply this knowledge within your organization
- Be able to perform a detailed gap analysis and project plan
- Know what each clause requires for effective implementation
- Develop the management skills to be able to effectively lead the implementation of an effective ISO 20000-1 management system within your organization
- Be able to prove your knowledge via completion of the course exam
What will I learn?
You’ll have the knowledge to:
- Describe an SMS
- Explain why an SMS is important and its benefits
- Explain the background of ISO/IEC 20000-1 and its intended outcome
- Recall the terms and definitions used
- Define the key concepts and structure of ISO/IEC 20000-1
- Identify the main requirements of ISO/IEC 20000-1
- Recognize the route to certification
- Recognize a typical framework for implementing ISO/IEC 20000-1
- Interpret key concepts and requirements of ISO/IEC 20000-1 from an implementation perspective
- Identify the benefits specific to your organization in relation to implementing an effective SMS
- Prepare for third party certification
You’ll have the skills to:
- Conduct a baseline review of an organization’s current position with regard to ISO/IEC 20000-1
- Create and support the implementation of an action plan
- Implement key requirements of ISO/IEC 20000-1
- Identify the leadership skills, based on best practice, to lead the implementation of a management system, including:
- Leading the implementation project
- Support and planning tools
- Facilitating organizational change
- Effective delegation
- Motivation
Who should attend?
Those who are responsible for the management and implementation of an ISO 20000- 1:2018 management system.
Agenda
Day 1
Time
Topic
09:00
Welcome, benefits to you, and introductions
Course aim, objectives and structure
Introduction to service management and ISO/IEC 20000
ISO/IEC 20000 series and related standards
Structure of ISO/IEC 20000-1
Clause 4: Context of the organization
Clause 5: Leadership
Clause 6: Planning
Clause 7: Support of the SMS
Clause 8: Operation of the SMS
Clause 9: Performance evaluation
Clause 10: Improvement
Benefits of ISO/IEC 20000-1 and certification
Reflection and feedback
17:00
End of day 1
Day 2
Time
Topic
9:00
17:00
Welcome, aim and objectives
The service management system (SMS) – A refresh
Planning the implementation of ISO/IEC 20000-1
Starting the implementation process
Documented information including gap analysis
Context of the organization and baseline gap analysis (Clause 4)
Baseline gap analysis
Project plan
Leadership (Clause 5)
Planning (Clause 6)
Support of the SMS (Clause 7)
Organizations and roles in ISO/IEC 20000-1
End of day 2
Day 3
Time
Topic
9.00
17.00
Welcome to day 3 and refresh quiz
Operation of the SMS (Clause 8 and 8.1)
Service portfolio (Clause 8.2)
Relationships and agreements (Clause 8.3)
Supply and demand (Clause 8.4)
Service design, build and transition (Clause 8.5)
Resolution and fulfilment (Clause 8.6)
Service assurance (Clause 8.7)
Performance evaluation and improvement (Clauses 9 and 10)
IOS/IEC 20000 series – Other sources of information
Audits and certification
Course review
End of day 3
Day 4
Time
Topic
09.00
16.00
Welcome to day 4
Leadership and management:
- Differences
- Leadership
- Implementation support
- Leading the implementation
Generate ideas
Eight discipline problem solving (8D)
Ishikawa/Fishbone
Change management
Delegation
Effective delegation
Motivation
Specimen exam paper
Reflection and feedback
End of day 4
Day 5
Time
Topic
09.00
13.00
Welcome to day 5
Introduction to internal auditing
Introduction/readiness to the exam
Exam
End of course
Programme scope, delivery arrangements and suitability are confirmed during enquiry.