ISO IEC 20000 Lead Implementer Online Training

ISO IEC 20000 Lead Implementer Online Training


    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

    • 3 weeks, 3 days
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