ISO 20000 Lead Implementer (PECB Certified)
Details
SUMMARY
This five-day intensive course enables the participants to develop the necessary expertise to support an organization in implementing and managing a Service Management System as specified in ISO/IEC 20000-1. Also, the participants will gain a thorough understanding of in best practices for planning and implementing the Service Management processes starting from the fields of ISO 20000 planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes. This training is consistent with the project management practices established in ISO 10006 (Quality Management Systems - Guidelines for Quality Management in Projects). This training is fully compatible with ISO 20000-2 (Guidelines for the Implementation of an SMS) and ITIL.
WHO SHOULD ATTEND?
Project managers or consultants willing to implement of a Service Management System (SMS)
▶ ISO 20000 auditors who wish to fully understand the SMS implementation process
▶ Individuals responsible for the SMS conformity in an organization
▶Technical experts wanting to prepare for an SMS function
Outline
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Presentation of the ISO 20000 family of standards and comparison with ITIL V2 and V3
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Fundamental principles of Service Management System
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Preliminary analysis and establishment of the maturity level of an existing SMS
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Writing a business case and a project plan for the implementation of an SMS
Day 2:
Planning an SMS based on ISO 20000
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Definition of the scope of an SMS
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Definition of an SMS policy and objectives
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Documentation of the processes and procedures and SLAs
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Budgeting and accounting for IT services
Day 3:
Implementing an SMS based on ISO 20000
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Change, configuration, release, capacity and availability management
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Service continuity and security management
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Incident and problem management
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Operations management of an SMS
Day 4 :
Controlling, monitoring, measuring and improving an SMS certification audit of an SMS in accordance with ISO 20000
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Controlling and monitoring an SMS
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Development of metrics, performance indicators and dashboards
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ISO 20000 internal audit and management review
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Implementation of a continual improvement program
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Preparing for an ISO 20000 certification audit
Tenol Alpha Limited is a leading business and ISO management systems consulting firm in Africa offering business excellence, project management, marketing research, lean six sigma deployment, training and business advisory services.
Tenol Alpha's ISO Management systems training and consultancy services cover ISO 9001-Quality Management System, ISO 14001-Environmental Management System, ISO 27001-Information Security Management System, ISO 22000-Food Safety Management System, ISO 45001-Occupational Health and Safety Management System, ISO/IEC 20000-Information Technology Service Management System and ISO/IEC 22301 –Business Continuity Management System etc.
We enable organizations to thrive by driving implementation of best practises in organizations and facilitate the identification and execution of business improvement programs in diverse organizations.
Our partners, consultants, subject matter experts and specialists are competent, customer focused, result- oriented and are constantly available to deliver first class services in diverse sectors including manufacturing, financial services, oil & gas, engineering, constructions, health care services, logistics, public institutions and others. ...
