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ISO/IEC 20000-1 IT Service Management System (Implementer level) Course

630,00 € iva esclusa

A 16-hour course based on the ISO/IEC 20000-1 standard, delivered live, online or in person, with exercises on operational templates. It prepares participants to implement a conforming Service Management System in practice, from service delivery and support processes to the management of service levels, changes and improvement.

Description

The ISO/IEC 20000-1 IT Service Management System course (Implementer level) trains participants to implement in practice a Service Management System (SMS) that conforms to ISO/IEC 20000-1, from service delivery and support processes to the management of service levels, changes and improvement.

Taught by Dott.ssa Valentina Grazia Sapuppo, the course is delivered live, online or in person, and combines methodology with exercises on operational templates (registers, checklists, procedures) that can serve as a basis for your own system.

16
Hours
8
Modules
2
Lessons
Live
Synchronous
Course information
Instructor
Dott.ssa Valentina Grazia Sapuppo
Level
Implementer
Training area
Management systems
Delivery
Synchronous, online or in person
Schedule
Shared upon enrolment
Participants
Classes of 6 to 16 participants
Who it is for
  • IT service managers
  • IT process owners
  • Consultants
  • Service Management System teams
Objectives and expected outcomes

The course provides the knowledge needed to implement in practice an SMS that conforms to ISO/IEC 20000-1, from service delivery and support processes to the management of service levels, changes and improvement.

By the end of the course, participants will:

  • be able to define the context, scope and leadership roles of the SMS;
  • know how to plan, design and transition services;
  • be able to set up the management of service levels, suppliers, incidents, requests, problems and changes;
  • work on operational templates (registers, checklists, procedures) they can use as a basis for their own system;
  • know how to measure, audit and improve the SMS over time.

Main topics

ā—SMS context and leadership ā—Service portfolio
ā—Service levels (SLAs) and suppliers ā—Incidents, requests and problems
ā—Change, release and configuration ā—Audit and improvement

Course programme

01 Context, scope and leadership of the SMS
02 Service planning and portfolio
03 Service design and transition
04 Service level (SLA) and supplier management
05 Incident, request and problem management
06 Change, release and configuration management
07 Service continuity, availability and capacity
08 Measurement, audit and improvement of the SMS

The programme is complemented by hands-on exercises on operational templates and a final learning assessment.

Prerequisites

Knowledge of the requirements of ISO/IEC 20000-1 at Foundation level. No previous experience, preparatory courses or specific digital skills are required.

Methodology and materials

Exercises
Practical activities on operational templates to apply the content straight away.
Live lessons
Two synchronous sessions with the instructor, online or in person, totalling 16 hours.
Downloadable materials
Slides and cards, operational templates (registers, checklists, procedures).
Assessment
Final learning assessment.

Certificate of attendance

A certificate of attendance is issued at the end of the course.