ISO in the Sun: ISO/IEC 20000 Service Management System Lead Implementer

Total time
Trainer
Martin Holzke
Logo ISO in the Sun

Ready to work on your personal development? Book now!

Starting dates and places

There are no known starting dates for this product.

Description

This five-day course provides an overview to the structure of a Service Management System (SMS) based on ISO/IEC 20000-1:2018, and how to implement the same in an organization, eg for the purpose of certification.

Overview:
This five-day course enables participants to develop the necessary expertise to support an organisation in implementing and managing a Service Management System based on ISO/IEC 20000-1:2018.

Participants will gain a thorough understanding of best practices used to implement an SMS across a wide range of service sectors, not just IT services as covered by ITIL.

This training incorporates project management practices as well as further guidance from elsewhere in the ISO/IEC 20…

Read the complete description

Frequently asked questions

There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.

Didn't find what you were looking for? See also: ITIL Practitioner, ISO/IEC 20000, Sun, General Management, and Retail (Management).

This five-day course provides an overview to the structure of a Service Management System (SMS) based on ISO/IEC 20000-1:2018, and how to implement the same in an organization, eg for the purpose of certification.

Overview:
This five-day course enables participants to develop the necessary expertise to support an organisation in implementing and managing a Service Management System based on ISO/IEC 20000-1:2018.

Participants will gain a thorough understanding of best practices used to implement an SMS across a wide range of service sectors, not just IT services as covered by ITIL.

This training incorporates project management practices as well as further guidance from elsewhere in the ISO/IEC 20000 family of standards.

The course consists of a mix of presentation, discussion and exercises based on real-world examples.

Outline:
Introduction to SMS Concepts per ISO/IEC 20000-1:2018
Normative, Regulatory and Legal Framework
Fundamental Principles of Information Security
Comparison with ITIL V2 and V3
ISO/IEC 20000-1:2018 Certification Process
Service Management System (SMS)
Clauses of ISO/IEC 20000-1:2018
Planning and Initiating the Audit
Gap Analysis, Business Case and Project Plan
Defining the Scope and Objectives of the SMS
Implementing the SMS
Catalogue, Asset, Configuration and Relationship Management
Budget, Demand and Capacity Management
Change, Release and Deployment Management
Incident and Problem Management
Service Availability and Continuity Management
Information Security Management
Operations Management of the SMS
Performance Evaluation and Improving the SMS
Monitoring the SMS with Metrics, Performance Indicators etc
Internal Audit, Management Review and Corrective Actions
Implementation of a Continual Improvement Program
Preparing for the Certification Audit

Objectives:
Completion of this course will enable students to
Understand the principles of an SMS conforming to ISO/IEC 20000-1:2018, including the relationship between its components, eg risk management, controls, requirements of interested parties
Apply concepts, approaches, standards, methods and techniques for the effective operation of an SMS
Advise organisations on SMS best practices
Manage teams implementing ISO/IEC 20000-1:2018

Audience:
This course is aimed at students with (future) roles like:

Project managers, consultants and team members implementing an SMS or extending from ITIL etc
(IT) Professionals moving into SMS operation
CxO and senior managers of an SMS scope
Auditors requiring more SMS implementation insight

Prerequisites:
General understanding of common business processes.

Some past exposure to information or IT security, management systems and/or project management helpful, but not required.

Examination and Certification:
The course ends with a three hour written essay-style exam on the last day available in multiple languages.

This course is designed by PECB in Canada, who also mark the exam and issue respective certifications as per their criteria. PECB is a personnel certification body, accredited to ISO/IEC 17024:2012 by IAS. See www.pecb.com for full details.

Exam and first-year certification fees are included in the course fees.

Individual as well as Integrated Management Systems addressing Risk, Information Security, Business Continuity, (IT) Services and other areas are getting ever more important for ever more organisations. As conformity with the respective ISO standards increasingly becomes a requirement to do business, management and their staff wonder how to get there.

ISO in the Sun is an ongoing series of courses on Risk, Information Security, Business Continuity, Service, Project and Integrated Management hosted by SoftQualM in the beautiful surroundings of Lanzarote in the Canary Islands, Spain. This is the ideal opportunity to combine your continuing professional education with a break in the sun, and even save compared to attending similar courses in the typical metropolitan settings. Students come from all kinds of industries and sizes of organisation, from freelance consultants and auditors to EU institutions. 

There are no reviews yet.

Share your review

Do you have experience with this course? Submit your review and help other people make the right choice. As a thank you for your effort we will donate $1.- to Stichting Edukans.
Martin Holzke - ISO in the Sun: Continuing Professional Education in beautiful Lanzarote
Martin Holzke
ISO in the Sun: Continuing Professional Education in beautiful Lanzarote

There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.