What you'll learn
The requirements of ISO/IEC 20000-1:2018
What a Service Management System represents
Prepare for the certification as Service management professional
Implement or audit a Service management system
Requirements
No specific prior knowledge required
Familiarity with ISO standards and other service management frameworks (e.g. ITIL, COBIT, CMMI) is helpful
General knowledge and understanding of service management concepts is helpful
Description
The purpose of the course is to facilitate the understanding of the requirements for a Service management system as they are formulated by the international standard ISO/IEC 20000-1:2018.The structure of the course follows the requirements of the standard and includes:- an introductive part that discusses the definition of a Service management system and general aspects about ISO/IEC 20000 series of international standads, including ISO/IEC 20000-1, ISO/IEC 20000-2 and ISO/IEC 20000-3.- Context of the organization (Clause 4 of ISO/IEC 20000-1:2018) - internal and external issues relevant to the Service management system, needs and expectations of interested parties and the scope of the Service management system.- Leadership (Clause 5 of ISO/IEC 20000-1:2018) - the support and commitment of the top management, the service management policy, roles, responsibilities and authorities for the Service management system.- Planning (Clause 6 of ISO/IEC 20000-1:2018) - risks and opportunities for the Service management system, service management objectives and the service management plan.- Support of the Service Management System (Clause 7 of ISO/IEC 20000-1:2018) - resources, competence, awareness, communication, documented information and the knowledge required to support the Service management system- Operation of the Service Management System (Clause 8 of ISO/IEC 20000-1:2018) - service portfolio, relationship and agreement, supply and demand, service design, build and transition, resolution and fulfillment, service assurance - Performance evaluation (Clause 9 of ISO/IEC 20000-1:2018) - monitoring, measurement, analysis and evaluation, internal audits of the Service management system and the management review- Improvement (Clause 10 of ISO/IEC 20000-1:2018) - the management of nonconformities and corrective actions and the continual improvement of the Service Management System.Certification to ISO/IEC 20000-1 - for service providers and for individuals - is also covered in the course. The questions are similar to those that you may have to answer if you plan to become certified as a Service management professional.Get all the key information about a Service management system and the requirements of international standard ISO/IEC 20000-1:2018
Who this course is for
Service management practitioners,ISO consultants,Management system auditors,Professionals looking to certify their competence in Service management,Anyone interested in improving services and delivering value to customers


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