This program provides knowledge of the ISO20000 Standard which has been designed “to specify the requirements for the establishment, implementation, maintenance and continual improvement of a service management system (SMS)”.
Aimed at
- Individuals interested in monitoring the effectiveness of IT management system implementations.
Duration
24 hours
Modalities
- On-site
- Virtual live through digital platforms
- On site
Includes
- 24 hours of training
- Trained instructors
- Participant's manual in digital format
- Proof of participation
Agenda
- ISO/IEC 20000-1
- History of the Standard
- Current status
- Service Management System (SMS)
- Structure of ISO/IEC 20000-1
- Deming PHVA cycle and SGS
- Understanding the Organization and its Context
- Understanding Stakeholder Needs and Expectations
- Determination of the scope of the Service Management System
- Service Management System
- Leadership and Commitment
- Policy
- Planning
- Actions to Address Risks and Opportunities
- Service Management Objectives and Planning for their Achievement
- Planning the Service Management System
- Support
- Resources
- Competition
- Awareness
- Communication
- Documented Information
- Knowledge
- Operation
- Operational Planning and Control
- Services Portfolio
- Relationship and Agreement
- Supply and Demand
- Design, Build and Transition Services
- Resolution and Execution
- Service Assurance
- Performance Evaluation
- Monitoring, Measurement, Analysis and Evaluation
- Internal Audit
- Management Review
- Service Reports
- Improvement
- Nonconformity and Corrective Action
- Continuous Improvement
- Audit
- Terms Specific to Management System Standards
- Terms Specific to Service Management
