ntroduction to ISO/IEC 20000 IT Service Management System

This is a one-day introduction course to ISO/IEC 20000:2011 Information Technology – Service Management.

Who should attend?

The course is aimed at personnel at all levels within an organisation who need an understanding of ISO/IEC 20000:2005 Parts 1 & 2 and the certification process.

What will I learn in the training?

    Upon completion of the training, you will be able to:
  • Describe the key processes required for an IT Service Management System (SMS).
  • Communicate the benefits of an ISO 20000 IT SMS
  • Communicate that it is possible to integrate an ISO 20000 compliant SMS with other management systems in the service provider's organization.
  • Adopt an integrated process approach and the PDCA methodology, enabling the service provider to align or fully integrate multiple management system standards.
  • Know what to do next in their organization

Benefits of the ISO/IEC 20000 introduction course?

  • Develop the expertise to implement an IT service management system
  • Have the ability to apply international best practice to your organization
  • Help to save your organization time and money by improving the performance of day to day IT operations
  • Assist your organization to improve customer relationships and gain industry recognition through quality service delivery
  • Be able to support the integration of ISO/IEC 20000 with other management systems, such as ISO 9001 and ISO/IEC 27001
  • Understand how ISO/IEC 20000 can enhance the organizational value of ITIL or COBIT

What's included in the training?

  • Training materials, BSI pen, training course note
  • Lunch
  • Refreshments