ISO 20000:2018 Service Management System (SMS)

ISO 20000:2018 Service Management System (SMS) course is offered by QAI Global Institute. QAI is a global workforce development and consulting organization addressing the Education and Operational Excellence needs of Information Technology, Information Technology Enabled and knowledge-intensive organizations.

Syllabus:

• DAY 1
• ACTIVITY
• Opening (Introduction).
• Section 1: 20000-10:2018 Service Management Concepts and Vocabulary.
• Section 2: Clause 4: Context of the organisation.
• Section 3: Clause 5: Leadership.
• Section 4: Risk assessment, Service Management Objectives and Planning.
• Section 5: Support – Resources, Competence, Awareness, Communication.
• Documented information and Knowledge Management.
• Section 6: Service Catalogue, Asset, Configuration, Business Relationship, Service Level and Supplier Management.
• Section 7: Budgeting, Demand and Capacity Management.
• DAY 2
• ACTIVITY
• Section 8: Change, Transition, Release and Deployment Management
• Section 9: Incident, Service Request and Problem Management
• Section 10: Availability, Continuity and Security Management
• Section 11: Performance Evaluation and Continual Improvement
• Assessment.
• DAY 3
• ACTIVITY
• Introduction and Course Objectives.
• Auditing.
• The International Standards.
• Definitions of Auditing.
• Types of Audit.
• Audit Principles.
• Assessment SECTION 1& 2 Managing an Audit Programme.
• Establishing the audit programme objectives.
• Establishing the extent of the audit programme.
• Identifying and evaluating audit programme risks.
• SECTION 3.
• Audit Activities.
• Conducting Document Review Assessment SECTION 4A & B (Documentation Review) On site activities.
• Audit Plan.
• Assessment SECTION 5A(Audit Plan).
• Preparing for the On-Site Activity.
• Preparing the working Documents Audit Checklist Assessment SECTION 5B & C (Checklist).
• Conducting On Site Audit Activities.
• Opening Meeting.
• Assessment SECTION 6 (Opening meeting).
• Close of Day 1.
• DAY 4
• ACTIVITY
• Conducting the Audit.
• Audit Findings.
• Assessment SECTION 7 (Multiple choice questions).
• Assessment SECTION 8 and Section 9 A (Case Study and CAR).
• Assessment SECTION 8 and Section 9 A (Case Study and CAR) (Case Study).
• Closing Meeting.
• Preparing, Approving and Distributing the Audit Report.
• Completing the Audit.
• Conducting an Audit Follow-Up.
• Assessment SECTION 9 A & B.
• Assessment SECTION 9 A & B (Report writing and Closing meeting).
• Competence of Management System Auditors.
• Competence of Management System Auditors.
• Auditor Evaluation process.
• Assessment SECTION 10, 11 & 12 (Multiple choice questions).
• Questions /Answers and Close.
• DAY 5
• ACTIVITY
• Recap Auditing.
• Recap Definitions of Auditing.
• Role & Responsibility of Team Leader and Team members.
• Establishing the audit programme objectives.
• Establishing the extent of the audit programme.
• Identifying and evaluating audit programme risks.
• Selection of Audit Team.
• Allocation of responsibilities to the team members.
• Directing audit team member and resolving conflict.
• Methods for Collection of Audit Evidence.
• Grades of Auditors.
• Activity – Case Study.
• Assessment.