Become acquainted with the best practices for implementing and managing a Service Management System (SMS) based on ISO 20000

Summary

This course enables participants to learn about the best practices for implementing and managing a Service Management System as specified in ISO/IEC 20000-1:2011, as well as the best practices for implementing the Service Management processes starting from the ISO 20000: planning and implementing new and changed services, service delivery process, relationship management process, problem resolution process, control processes and release processes.

 

Who should attend?

• Members of an Information Technology Service team
• IT Professionals wanting to gain a comprehensive knowledge of the main processes of an Information Technology Service Management System (ITSMS)
• Staff involved in the implementation of the ISO 20000 standard
• Technicians involved in operations related to an ITSMS
• Auditors

Learning objectives

• To understand the implementation of an Information Technology Service Management System in accordance with ISO 20000
• To understand the relationship between the information technology service management system, including the management processes and compliance with the requirements of different stakeholders of the organization
• To know the interrelationships between ISO/IEC 20000-1:2011, ISO/IEC 20000-2:2011 and ITIL
• To know the concepts, approaches, standards, methods and techniques allowing to effectively manage an Information Technology Service Management System
• To acquire the necessary expertise to contribute in implementing an Information Technology Service Management System (ITSMS) as specified in ISO 20000

 

Course Agenda

Day 1: Introduction to Service Management System (SMS) concepts as required by ISO 20000

• Introduction to the ISO 20000 family of standards
• Introduction to management systems and the process approach
• Fundamental principles in IT Service Management
• General requirements presentation of ISO/IEC 20000-1 clauses
• Implementation phases of the ISO 20000 framework
• Continual improvement of IT management
• Conducting an ISO/IEC 20000-1 certification audit

 

Day 2: Implementing the Service Management processes based on ISO 20000 and Certification Exam

• Planning and implementing change management
• Supplier management
• Relationship management
• Problem management
• Release management
• Certified ISO/IEC 20000 Foundation exam

 

Prerequisites
None

 

Educational approach

This training is based on both theory and practice:

• Sessions of lectures illustrated with examples based on real cases
• Review exercises to assist the exam preparation
• Practice test similar to the certification exam

To benefit from the practical exercises, the number of training participants is limited

 

Exam

The “Certified ISO/IEC 20000 Foundation” exam fully meets the requirements of the PECB Examination and Certification Program (ECP). The exam covers the following competence domains:

• Domain 1: Fundamental principles and concepts of Information Technology Service
• Domain 2: Service Management System (SMS)

Duration: 1 hour

 

Certification

A certificate of Certified ISO/IEC 20000 Foundation will be issued to participants who successfully passed the exam and comply with all the other requirements related to this credential.

 

General Information

• Exam and certification fees are included in the training price
• A student manual containing over 200 pages of information and practical examples will be
• distributed to participants
• A participation certificate will be issued to participants.
• In case of failure of the exam, participants are allowed to retake the exam for free under
• certain conditions

Price: 3.800,00 Kn + VAT

Information:

SP sistemi d.o.o., tel: 01/6444 – 444, e-mail: konzultant@spsistemi.hr

The seminar is held in cooperation with ZIH (Zavod za informatičku djelatnost Hrvatske), at Mažuranić Square 8 / III, Zagreb.