ISO 20000-1-2018 IT Service Management System Training

ISO/IEC 20000 is an international standard that allows organisations to demonstrate excellence and prove best practice in IT service management.The standard, ISO 20000, gives you guidelines with which you can assess and improve the quality of service management processes of an ICT organization.

Defining and implementing an effective ITSM requires a pragmatic approach to IT service delivery that helps organization to demonstrate its capability for the design, transition, delivery and improvement of services that fulfills the service requirements of customer; provide the value added services to customer to enhance the customer satisfaction.

The certification brings with it many advantages. Alongside the targeted improvement of processes through regulated structures, service level maintenance, customer satisfaction and availability of services are more easily measurable by means of key performance indicators.

The main objective of this training programis to explain all the processes of the ISO/IEC 20000 Information Technologies Management System Standard and provide all relevant implementations and sample works according to the institutions/organization requirements.

Through this training participants will learn to design, analyze and implement the requirements of an effective ITSM in compliance with the standard requirements in a step by step manner.

Course Outline:

• Management Systems
• Basic of ISO and background qualification in similar field.
• The Plan, Do, Check, Act (PDCA) cycle.
• The principalcomponents in a management system and the interrelationship.
• Basic structure of the standard and key terms used within it.
• Creation of Documents, policy, KPI/SLA, Process cycle, operation and continuous improvement.
• IT Service Management
• The intended outcomes of our ISO/IEC 20000 Information Technologies SMS awareness training course are:
• Better understanding of the importance of quality within IT Service Management
• Understand the breadth depth and integration between the processes
• Identify as to what is involved in the standard
• Appreciate the importance of adopting a quality approach to Service Management
• How ISO/IEC 20000 will enable you to transform the Service Provision using best practice from ITIL
• comprehend the value of ISO/IEC 20000 accreditation
• ISO 22000
• ISO/IEC 20000 Information Technology SMS Standard and Features
• ISO/IEC 20000 Information Technology SMS General Requirements
• ISO/IEC 20000 Information Technology SMS Processes
• Course Summary
• Our course covers:
• The quality specifications for IT Service Management
• The structure, concepts and purpose of ISO 20000;
• The code of practice for IT Service Management
• Basic concepts of ISO/IEC 20000
• The steps to arrive at an implementation of a quality system;
• Links to other ITSM frameworks