ISO 20000-1 2018 Information Technology Service Management (ITSM) - Lead Implementer Course
Instructor
QGLOBAL ACADEMY
6,342
Students
enrolled
- Description
- Curriculum
ISO/IEC 20000-1:2018 Information technology — Service management — Part 1: Service management system requirements are a global standard that describes the requirements for an information technology service management (ITSM) system. ISO 20000 standards were developed to mirror the best practices described within the IT Infrastructure Library (ITIL) framework. ISO 20000 also supports other frameworks, such as Microsoft’s Operations Framework. ISO 20000 specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements. An effective implementation is essential for organizations to maximize the performance and benefits of ISO 20000-1 2018 standards. ISO 20000-1 2018 lead implementer course is good for those who need an overview on the ISO 20000-1 2018 standards, or those who will be involved in the implementation of ISO 20000-1 2018 standards within an organization. ISO 20000-1 2018 implementation course will guide you through the implementation process by explaining the requirements of ISO 20000-1 2018 and how they can be applied using international best practices. Using a step-by-step approach, you will learn how to develop an implementation plan, create the necessary documentation, monitor the information technology service management system, and achieve continual system improvement.
Who Should Attend?
- Anyone responsible for implementing ISO 20000-1 2018 standard
- Those who want to learn how to interpret the requirements of ISO 20000-1 2018 standard
- Managers or executives involved in delivering ISO 20000-1 2018
- Heads of various departments in an organisation
- Anyone looking to gain skills and knowledge in the information technology service management system to improve their career performance
Key Benefits
- Understand concepts and importance of the ISO 20000-1 2018 management system
- Grasp the application of risk-based thinking, leadership and process management
- Interpret requirements of ISO 20000-1 2018 standard and its effective application for managing and improving the functioning of an organization through process approach.
- Understand and develop skills for implementation of management system to manage processes of the organization.
- Build stakeholder confidence by managing processes in line with the latest requirements
- Understand and develop problem solving skills
- Maintain and continually improve an organisation’s information technology service management system
- Learn techniques to create and manage documents and records relevant to ISO 20000-1 2018 information technology service management system , critical to the products and services delivered and those required to meet customer and regulatory requirements
- Learn to identify and mitigate internal and external information technology service issues relevant to businesses
- Learn to identify stakeholder expectations on information technology service performance and prepare action plans to fulfill them
- Learn to define and optimize the processes in your organisation
- Identify improvement objectives and plans to achieve them
- Develop an effective communication plan
- Learn to manage design and development activities to ensure compliance to ISO 20000-1 2018 information technology service management system
Learning & Evaluation Method
This is a live and interactive course. Once you purchase the course, our team will contact you to plan the training. No matter where you are located, we schedule the classes based on your convenience and time zone. You can plan to attend the training in sessions of 4 or 8 hr duration, based on how much time you can spend in a day.
Certification
There are increasing numbers of organizations, who prefer candidates those who have certain certifications from recognized programs. Certification demonstrates your commitment to superior professionalism, upholding industry standards, and continued learning. These merits can help boost your professional credibility and prestige within your own network, in your organisation, with your current clients, and when pursuing new business opportunities. After the successful completion of the course and final exam, you will be awarded with a certificate of completion issued by QGlobal. Your credentials will be made available in the global online directory and can be verified by anyone searching with the certificate number. Without doubt we can say that our training courses are well recognized and sought after by organizations across various geographies.
Sample Certificate
Buy for group Are you planning to buy this course for a group? We have the best prices for you! Select ‘Buy for Group’ option and add to the cart. You will get a discount of 60 – 75% for a group of up to 10 participants. To make a group purchase, create your group name and add individual emails of up to 10 participants. Each participant will get the access to the course materials, exam and the certificate. We will arrange one live-online session for the entire group.
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Awareness training on ISO 20000-1 2018 standards
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1
Introduction to standards and certification- Purpose of standardization
- Benefits of certification
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2Introduction to ISO 20000-1 2018 standards
- Application areas
- Terms and definitions
- Process based approach
- Plan-Do-Check-Act cycle
- Risk based thinking
- Benefits of certification
- Certification process flow
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3ISO 20000-1 Context of the organisation
- Understanding the organization and its context
- Understanding the needs and expectations of interested parties
- Determining the scope of the service management system
- Service management system and its processes
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4ISO 20000-1 Leadership
- Leadership and commitment
- Customer focus
- Policy
- Establishing the service policy
- Communicating the service policy
- Organizational roles, responsibilities and authorities
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5ISO 20000-1 Planning
- Actions to address risks and opportunities
- Service objectives and planning to achieve them
- Plan the service management system
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6ISO 20000-1 Support
- Resources
- Competence
- Awareness
- Communication
- Documented information
- Knowledge
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7ISO 20000-1 Operation
- Operational planning and control
- Service portfolio
- Service delivery
- Plan the services
- Control of parties involved in the service lifecycle
- Service catalogue management
- Asset management
- Configuration management
- Relationship and agreement
- General
- Business relationship management
- Service level management
- Supplier management
- Supply and demand
- Budgeting and accounting for services
- Demand management
- Capacity management
- Service design, build and transition
- Release and deployment management
- Resolution and fulfillment
- Incident management
- Service request management
- Problem management
- Service assurance
- Service availability management
- Service continuity management
- Information security management
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8ISO 20000-1 Performance evaluation
- Monitoring, measurement, analysis and evaluation
- Management review
- Service reporting
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9ISO 20000-1 Improvement
- Nonconformity and corrective action
- Continual improvement
Lead implementer training on ISO 20000-1 2018 standards
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10LI 01 Building the team
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11LI 02 Conducting gap analysis
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12LI 03 Preparing implementation plan
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13LI 04 Creating awareness
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14LI 05 Conducting training
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15LI 06 Procuring documents
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16LI 07 Creating management system manual
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17LI 08 Creating policies and procedures
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18LI 09 Creating forms and templates
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19LI 10 Planning for certification
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20Implementing ISO 20000-1 2018 standards
Course details
Duration
16 hr
Lectures
20
Level
Beginner
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