ISO 20000 is the key element for organizations to analyze their performance in the market, to measure quality of service levels, and their delivery managed services. The standard defines a set of various management procedures which are designed to help individuals to deliver excellent or more effective IT services. ISO 20000 provides the frameworks and the methodologies to assist in managing ITSM (Information Technology Service Management), to demonstrate that organization follows best practice.
The training course focuses on the detailed requirements for proper understanding to establish, implement, maintain and continually improve the service management system including the controls of the documented information from an implementer point of view and will also provide the required knowledge and skills for auditing these requirements in the organization and familiarize with the auditing process and techniques reference to ISO 19011 that involves and learn to plan and deliver your own – understanding what corrective action needs to be taken to close gaps between your Service management system and ISO/IEC 20000-1 best practice.
On day 5; there will be a written exam (or shared on screen) to the participants covering the Information Technology-Service Management System Requirements-implementation Reference to ISO 20000-1:2018 IT/SMS training. The exam is not intended for qualification rather than for knowledge check after course completion.
At the end of the course, participants will have the knowledge, skills and understanding of the following for proper implementation and auditing in the organization including:
This course is ideal for those looking to implement and improve their organization’s ISO/IEC 20000-1 system, conduct ISO/IEC 20000-1 internal audits, service providers within the organization, and anyone wishing to gain knowledge about the service management system and auditing process.
Registration
Welcome & Introduction
Pre-Test
Introduction to the International Organization for standardization (ISO) and the types of ISO Standards
Introduction to the concept of Process approach
Introduction to the concept of PDCA cycle
Introduction to the Risk Management Process
Introduction to Environmental Management System
Quality Management Principles and attributes
(Structure of ISO 20000-1:2018)
Clause 4: Context of the organization
Clause 5: Leadership
Clause 6: Planning
Clause 7: Support of the service management system
Clause 8: Operation of the service management system
Clause 9: Performance evaluation
Clause 10: Improvement
Audit definition / types / principles ISO 19011 Guidelines of auditing management systems including;
End of the Course
Facilitated by a highly qualified specialist, who has extensive knowledge and experience; this program will be conducted using extensively interactive methods, encouraging participants to share their own experiences and apply the program material to real-life work situations in order to stimulate group discussions and improve the efficiency of the subject coverage.
Percentages of the total course hour classification are:
At the completion of the course, all participants who successfully accomplished the required contact hours will receive an EdTech Training Participation Certificate as a testimony to their commitment to professional development and further education.