Introduction to the implementation of an Information Technology Service Management System (ITSMS) based on ISO 20000

 

Summary 

This one-day training enables participants to be familiar with the basic concepts of implementation and management of a Service Management System (SMS) as specified in ISO/IEC 20000-1:2011. The participant will learn the different components of a 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 Information Technology Service Management System (ITSMS)
• Staff involved in the implementation of the ISO 20000 standard
• Expert advisors in IT
• Managers responsible for implementing an ITSMS
• 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 an IT 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 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 ITSMS
• Implementation phases of the ISO 20000 framework
• Continual improvement of IT management
• Conducting an ISO 20000 certification audit

 

Prerequisites
None

Exam 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 will be issued to participants.

Price
1.750,00 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.