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    

What's included?

  • Detailed training course notes
  • Lunch
  • Refreshments
  • Internationally recognized BSI Training Academy certificate