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
