Introduction

Summary This one-day training enables participants to be familiar with the basic concepts of implementation and management of an IT Service Management System (SMS) as specified in ISO/IEC 20000-1:2005. The participant will learn the different components of an SMS, including the SMS policy, measuring performance, management's commitment, internal audit, management review and continual improvement.

Who should attend?
IT Professionals wanting to gain a comprehensive knowledge of the main processes of an IT Service Management System (SMS)
Staff involved in the implementation of the ISO 20000 standard
Expert advisors in IT
Managers responsible for implementing an SMS
Auditors

Learning objectives
To understand the fundamentals of IT management
To know the interrelationships between ISO/IEC 20000-1:2005 and ISO/IEC 20000-2:2005
To know the key components of an IT Service Management System in an ISO/ 20000 context
To introduce the concepts, approaches, standards, methods and techniques allowing an effective management of a Service Management System in accordance with ISO 20000
To understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
To understand the stages of the ISO 20000 certification process

Course agenda
Introduction to the ISO 20000 family of standards family
Introduction to management systems and the process approach
Presentation of main processes of an SMS
Implementation phases of the ISO 20000 framework
Continual improvement of IT management
Conducting an ISO 20000 certification audit

Prerequisites
None

Examination and Certification
None

General information
A student manual containing over 100 pages of information and practical examples will be distributed to participants
A participation certificate of 7 CPD (Continuing Professional Development) credits will be issued to participants