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2Month/20 Hours Price:85,000
80,000
ISO 20000 Lead Implementer – Service Management System (SMS)
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 20000-1 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.
Learning objectives
Master the concepts, approaches, methods and techniques used for the implementation and effective management of an SMSAcknowledge the correlation between ISO/IEC 20000-1, ISO/IEC 20000-2 and other standards and regulatory frameworks
Learn how to interpret the ISO/IEC 20000-1 requirements in the specific context of an organization
Learn how to support an organization in effectively planning, implementing, managing, monitoring and maintaining an SMS
Acquire the expertise to advise an organization in implementing Service Management System best practices
Module 1: Introduction to ISO 20000 and Service Management Systems (SMS)
Topics:
Overview of ISO 20000 standardsKey concepts and principles of Service Management
Structure of ISO 20000-1:2018
Benefits of implementing an SMS
Learning Objectives:
Understand the purpose and benefits of ISO 20000Familiarize with the structure and requirements of ISO 20000-1:2018
Module 2: Planning the Implementation of ISO 20000
Topics:
Initiating the SMS implementation projectScope definition and SMS policy
SMS objectives and planning
Role and responsibilities of the Lead Implementer
Learning Objectives:
Define the scope of the SMSDevelop a project plan for implementing ISO 20000
Establish SMS objectives and policies
Module 3: Service Management System (SMS) Implementation
Topics:
Developing and implementing service management processesService level management
Incident and problem management
Change and release management
Configuration and asset management
Learning Objectives:
Implement key service management processesUnderstand the interaction between different service management processes
Module 4: Monitoring and Measuring SMS Performance
Topics:
Performance indicators and metricsInternal audits and management reviews
Continuous improvement process
Corrective and preventive actions
Learning Objectives:
Develop performance metrics for SMSConduct internal audits and management reviews
Implement a continuous improvement process
Module 5: ISO 20000 Certification Preparation
Topics:
Preparing for the certification auditDocumentation and record-keeping
Certification process and choosing a certification body
Post-certification activities and maintenance of the SMS
Learning Objectives:
Prepare for the ISO 20000 certification auditUnderstand the certification process and requirements
Maintain and improve the SMS post-certification
Who should attend?
- Managers or consultants involved in the implementation of a Service Management System (SMS) in an organization
- Project managers or consultants wishing to master the Service Management System implementation process
- Individuals responsible for maintaining conformity to the requirements of the ISO/IEC 20000-1 standard
- Expert advisors seeking to master the implementation of a Service Management System
- Members of the SMS implementation team
Course Key Content
- Introduction to Service Management System (SMS) concepts as required by ISO 20000; initiating an SMS
- Planning an SMS based on ISO 20000
- Implementing an SMS based on ISO 20000
- Controlling, monitoring, measuring and improving an SMS certification audit of an SMS in accordance with ISO 20000
Crusoe CPD: This course qualifies for Thirty-One (31) CPDs.
Prerequisites : A fundamental understanding of ISO/IEC 20000-1 and comprehensive knowledge of audit principles.
International Student Fee : 1,000 USD | 3,750 SAR | 3,750 AED
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Week End Classes For Professionals SAT | SUN
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