This 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 learn planning and implementing the Service Management processes :changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processe, 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.
This training is fully compatible with ITIL.
à Project managers or consultants willing to implement of a Service Management System (SMS)
à ISO/IEC 20000-1 auditors who wish to fully understand the SMS implementation process
à Individuals responsible for the SMS conformity in an organization
à Technical experts wanting to prepare for an SMS function
à Members of the SMS implementation team
à Acquire necessary knowledge about the concepts, approaches, methods and techniques used for the implementation and effective management of an SMS
à Understand the ISO/IEC 20000-1 requirements in the specific context of an organization
à Develop the skills to advise an organization in effectively planning, implementing, managing, monitoring and maintaining an SMS
à Presentation of the ISO/IEC 20000-1 family of standards and comparison with ITIL V3 and V4
à Fundamental principles of Service Management System
à Preliminary analysis and establishment of the maturity level of an existing SMS
à Writing a business case and a project plan for the implementation of an SMS
à Definition of the scope of an SMS
à Definition of an SMS policy and objectives
à Documentation of the processes and procedures and SLAs
à Budgeting and accounting for IT services
à Change, configuration, release, capacity and availability management
à Service continuity and security management
à Incident and problem management
à Operations management of an SMS
à Controlling and monitoring an SMS
à Development of metrics, performance indicators and dashboards
à ISO/IEC 20000-1 internal audit and management review
à Implementation of a continual improvement program
à Preparing for an ISO/IEC 20000-1 certification audit
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