Description

This program provides knowledge of the ISO20000 Standard that has been designed “to specify the requirements for the establishment, implementation, maintenance and continuous improvement of a service management system (SGS)”

Addressed to

  • People interested in monitoring the effectiveness of IT management system implementations.

Duration

24 hours

Modalities

  • Face-to-face

  • Virtual live through digital platforms

  • on site

Related Courses

  • ISO 20000 Auditor / Lead Auditor Professional Certificate

It includes

  • 24 hours of training

  • Trained instructors

  • Participant manual in digital format

  • Proof of participation

Temary


Lesson 1: Introduction

  • ISO/IEC20000-1

  • History of the Standard

  • Actual state

Lesson 2. What is an SMS?

  • Service Management System (SGS)

Lesson 3: Terms and Definitions / Structure of the Standard

  • Structure of ISO/IEC 20000-1

  • Deming cycle PHVA and SGS

Lesson 4: Context of the Organization

  • Understanding of the Organization and its Context

  • Understanding the Needs and Expectations of Stakeholders

  • Determination of the scope of the Service Management System

  • Service Management System

Lesson 5: Leadership

  • Leadership and Commitment

  • Politics

Lesson 6: Planning

  • Planning

  • Actions to Address Risks and Opportunities

  • Service Management Objectives and Planning for their Achievement

  • Plan the Service Management System

Lesson 7: Support Support

  • Support

  • Resources

  • competition

  • awareness

  • Communication

  • Documented Information

  • Knowledge

Lesson 8: Operation

  • Operation

  • Planning and Operational Control

  • Services briefcase

  • Relationship and Agreement

  • Offer and demand

  • Design, Construction and Transition of Services

  • Resolution and Execution

  • Service Assurance

Lesson 9: Performance Evaluation

  • Performance evaluation

  • Monitoring, Measurement, Analysis and Evaluation

  • Internal audit

  • Management Review

  • Service Reports

Lesson 10: Improvement

  • Gets better

  • Nonconformity and Corrective Action

  • Continuous Improvement

Lesson 11: Terms and Definitions

  • Audit

  • Terms Specific to Management System Standards

  • Terms Specific to Service Management

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