Duration
2 days
Course Aim
To provide a typical framework for implementing a service management system (SMS) based on ISO/IEC 20000-1:2018.
Course description
ISO/IEC 20000-1:2018 is the internationally recognized standard for a service management system. It supports the management of the service lifecycle, including the planning, design, transition, delivery and improvement of services to meet agreed requirements, so they deliver value for customers, users and the service provider.
By attending this course you’ll discover how to implement an SMS based on ISO/IEC 20000-1:2018. Using a step-by-step approach with the aid of a toolkit, you’ll learn how to develop an implementation plan, create necessary documentation and implement your SMS.
How will I benefit?
By attending this BSI training course, you’ll:
- Become familiar with a typical framework for implementing an SMS based on ISO/IEC 20000-1
- Get a sound basis to focus your implementation efforts so that it benefits you and your organization.
- Gain the ability to recognize where adjustments might need to be made, to accommodate your particular situation and progress made to date
- Increase your knowledge of ISO/IEC 20000-1 key concepts and requirements
- Develop the skills to conduct your own baseline review of your organization’s current position with regards to ISO/IEC 20000-1
- Understand the certification process and benefit of integrating multiple management systems
What will I learn?
By the end of the course you will have the knowledge to:
- Recognize a typical framework for implementing ISO/IEC 20000-1:2018
- Interpret key concepts and requirements of ISO/IEC 20000-1:2018 from an implementation perspective
- Identify the benefits specific to your organization in relation to implementing an effective SMS
- Prepare for third party certification
You will have the skills to:
- Conduct a baseline review of an organization’s current position with regard to ISO/IEC 20000-1:2018
- Create and support the implementation of an action plan
- Implement key requirements of ISO/IEC 20000-1:2018
Who should attend?
Anyone involved in the planning, implementing, maintaining or supervising of an ISO/IEC 20000-1:2018 SMS
How will I learn?
Our high impact accelerated learning approach increases learning by improving knowledge retention and skill application. This course is activity-based, resulting in a deeper understanding of the material and a greater impact on job performance.
Day 1
Time
Topic
9:00
17:00
Welcome, benefits to you, and introductions
Course aim, objectives and structure
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 1
Day 2
Time
Topic
9.00
17.00
Welcome to day 2 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 course
Programme scope, delivery arrangements and suitability are confirmed during enquiry.