Introduction
Implementation of SMS is based on this technology is assorted. High ISO HLS allows fluent integration with the help of consistent management systems. In addition, the standard incorporates practices validated to be beneficial in the service management industry.

Course Content

1.Introduction to management systems and the process approach
2. Presentation of the ISO 20000 family of standards and comparison with ITIL V2 and V3
3. Fundamental principles of IT Service
4. Preliminary analysis and establishment of the maturity level of an existing IT Service Management System based upon ISO 21827
5. Writing a business case and a project plan for the implementation of an SMS
6. Definition of the scope of an SMS
7. Definition of an SMS policy and objectives
8. Documentation of the processes and procedures
9. Service level management
10. Budgeting and accounting for IT services
11. Competence management
12. Change management
13. Configuration and release management
14. Capacity and availability management
15. Service continuity and security management
16. Incident and problem management
17. Operations management of an SMS
18. Controlling and Monitoring an SMS
19. Development of metrics, performance indicators and dashboards
20. ISO 20000 internal Audit
21. Management review of an SMS
22. Implementation of a continual improvement program
23.Preparing for an ISO 20000 certification audit