ISO/IEC 20000 Lead Implementer
Course Overview
The ISO/IEC 20000 Lead Implementer training course
The ISO/IEC 20000 Lead Implementer training course enables you to develop the necessary expertise to support an organization in establishing, implementing, managing and maintaining a Service Management System (SMS) based on the requirements of the ISO/IEC 20000-1 standard. During this training course, you will also explore the different components of an SMS, which help in improving the quality of the services provided and delivered by an organization, and thus increase its customer satisfaction and overall performance.
After mastering all the necessary concepts of a Service Management System based on the ISO/IEC 20000 Standard, you can sit for the exam and, if you successfully pass the exam, you can apply for a “PECB Certified ISO/IEC 20000 Lead Implementer” credential. By holding a PECB Lead Implementer certificate, you will be able to demonstrate that you have the practical knowledge and professional capabilities to implement, manage and maintain an organization’s SMS based on the ISO/IEC 20000-1 standard.
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COURSE OBJECTIVES :
- Acknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory framework
- Master the concepts, approaches, methods and techniques used for the implementation and effective management of an ITSMS
- Learn how to interpret the ISO/IEC 20000-1 requirements in the specific context of an organization
- Learn how to support an organization to effectively plan, implement, manage, monitor and maintain an ITSMS
- Acquire the expertise to advise an organization in implementing IT Service Management System best practices
Who should attend?
- consultants involved in the implementation of (SMS) Project managers or
- Individuals responsible for maintaining the requirements of the ISO/IEC 20000-1 standard
- Members of the SMS implementation team
Course Outline
- Introduction to ISO/IEC 20000 SMS implementation
- Understand the organization and its context
- Gap analysis
- SMS SCOPE
- Planning the implementation of an SMS
- Leadership h Policies
- Risks& opportunities
- Resources and competence
- Awareness and communication
- Implementation of an SMS
- Relationship and agreement
- Supply and demand
- Service assurance
- SMS monitoring
- continual improvement
- Monitoring, measurement, analysis and evaluation h Internal audit h Management review h Treatment of nonconformities
