Duration
3 days
Overview
This practical three-day course provides key guidance to organizations that plan to improve the quality and cost effectiveness of their IT service delivery by implementing an IT service management system based on ISO/IEC 20000-1:2011.
Using a step-by-step approach to the implementation process, an experienced tutor explains the requirements of ISO/IEC 20000-1:2011, while hands-on exercises and take-home reference material help you develop the knowledge and skill required to implement an international best practice IT service management system within your organization.
Course Benefits
By attending this course, you will:
- Develop the expertise to implement an IT service management system
- Have the ability to apply international best practice to your organization
- Help to save your organization time and money by improving the performance of day to day IT operations
- Assist your organization to improve customer relationships and gain industry recognition through quality service delivery
- Be able to support the integration of ISO/IEC 20000 with other management systems, such as ISO 9001 and ISO/IEC 27001
Learning Objectives
Upon completion of the training, you will be able to:
- Explain the requirements of ISO/IEC 20000
- Assess how closely your organization currently meets the requirements of ISO/IEC 20000
- Develop an implementation plan
- Create the required documentation and processes
- Monitor the success of the implementation
- Prepare for registration with a certification body
Intended Audience
- Anyone involved in defining, planning, or implementing an ISO/IEC 20000 IT service management system
- Management representatives
- Implementation team members
Day 1
Time
Topic
9:00
Introduction
Delegate introductions
Overview of course structure and learning objectives
Identify potential issues, impacts and actions with IT Service Management
Introduction to the ISO 20000 series
Benefits of implementing ISO/IEC 20000 and certification
Process approach and the PDCA cycle
Service Management System and its relationship with the process approach
Create a high level structure for an SMS business case
Starting the implementation process – Clause 4.1 Management Responsibility
Service Management Policy
Governance of processes conducted by other parties
Mandatory Documentation
Create the scope of the Service Management System - Review ISO/IEC 20000-3: Clauses 6.3 to 6.7
5.45
End of day 1 Review
Day 2
Time
Topic
9:00
Welcome back and review of Day 1
Understanding the components of the Service Management Plan
Creating the Service Management Plan
Internal audit and management review of the Service Management System
Understand the requirements of Service improvement
6:00
Service Management Processes
Implementing Design and Transition of new or changed services
Service Delivery Processes
End of day 2 Review
Day 3
Time
Topic
9:00
Welcome back and review of Day 1 and 2
Implementing Relationship Processes
Implementing Resolution processes
Implementing Control Processes
Conduct a gap analysis
Create an implementation plan
Certification
Reprise & close
5:00
Programme scope, delivery arrangements and suitability are confirmed during enquiry.