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ISO 20000

Become acquainted with the best practices for implementing and managing an IT Service Management System (SMS) based on ISO 20000

Training name: Become acquainted with the best practices for implementing and managing an IT Service Management System (SMS) based on ISO 20000

Duration (in days): 2 days

Description

 

This course enables participants to learn about the best practices for implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005, as well as the best practices for implementing the IT Service Management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes.

 

This course enables participants to learn about the best practices for implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005, as well as the best practices for implementing the IT Service Management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes.

Topics

Day 1: Introduction to Service Management System (SMS) concepts as required by ISO 20000

  • Introduction to the ISO 20000 family of standards
  • Introduction to management systems and the process approach
  • Fundamental principles in IT Service Management
  • General requirements presentation of ISO/IEC 20000-1:2005 clauses
  • Implementation phases of the ISO/IEC 20000:2005 framework
  • Continual improvement of IT management
  • Conducting an ISO/IEC 20000-1:2005 certification audit

Day 2: Implementing the IT service management processes based on ISO 20000 and Certification Exam

  • Planning and implementing change management
  • Supplier management
  • Relationship management
  • Problem management
  • Release management
  • PECB Certified ISO/IEC 20000 Foundation Exam

In case customers from Poland prices can be negotiated

VAT not incl. It concerns only customers from Poland

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