Implementing a Service Management System based on ISO/IEC 20000-1:2011
This practical two day course provides guidance to organizations that plan to improve the quality and cost effectiveness of their service delivery by implementing a service management system (SMS) based on ISO/IEC 20000-1:2011.
Using a step-by-step approach to the implementation process, an experienced tutor explains the requirements of ISO/IEC 20000-1, while a balance of classroom tutorials, group workshops, hands-on exercises and open forum discussions help you develop the knowledge and skills required to implement a best practice SMS within your organization.
Who should attend?
- Staff with responsibility for managing an SMS
- Anyone involved in advising, defining, planning or implementing an SMS based on ISO/IEC 20000-1
- Management representatives
- Implementation team members
What will I learn?
Upon completion of the training, you will be able to:
- Explain the requirements of ISO/IEC 20000-1 in the context of implementation
- Assess how closely your organization currently meets the requirements of ISO/IEC 20000-1
- Develop an implementation plan
- Create the required documentation and design the required processes
- Plan the resource requirements for implementing an SMS
- Consider the integration of the SMS with other management systems in your organization
- Monitor the success of the implementation
- Support the integration of ISO/IEC 20000-1 with other management systems, such as ISO 9001 and ISO/IEC 27001
- Prepare for certification with a certification body
How will I benefit?
By attending this course, you will:
- Gain the expertise to implement an effective SMS in your organization
- Be able to identify improvements to the performance of the SMS and the services
- Assist your organization to improve customer relationships through high quality service delivery
- Support your organization to achieve certification of the SMS to ISO/IEC 20000-1
- Detailed training course notes
- Internationally recognized BSI Training Academy certificate