ISO/IEC 20000 Introduction is a one-day training course which presents the basic concepts of service management and provides an overview of the ISO/IEC 20000-1 requirements for a service management system (SMS). In addition, this training course highlights the connection between ISO/IEC 20000-1 and other standards in the ISO/IEC 20000 series and provides an overview of the main activities associated with the certification of an SMS.
ISO/IEC 20000 Introduction is a one-day training course which presents the basic concepts of service management and provides an overview of the ISO/IEC 20000-1 requirements for a service management system (SMS). In addition, this training course highlights the connection between ISO/IEC 20000-1 and other standards in the ISO/IEC 20000 series and provides an overview of the main activities associated with the certification of an SMS.
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Who should attend?
The ISO/IEC 20000 Introduction training course is intended for:
Managers and consultants wishing to get introduced to the ISO/IEC 20000-1 requirements for an SMS
Personnel involved in service planning and provision activities
Personnel responsible for maintaining and improving the service management capabilities
Individuals aspiring to pursue a career in service management
Learning objectives
By the end of this training course, the participant will be able to:
Understand the main concepts of a service management system (SMS) and its processes based on ISO/IEC 20000-1
Understand the basic elements of an SMS based on the requirements of ISO/IEC 20000-1
Educational approach
The training course is participant centered and contains:
Essay-type exercises and multiple-choice quizzes
Interactions between participants by means of questions and suggestions
Prerequisites
There are no prerequisites to participate in this training course.
More Details
Course Agenda
This one-day training course is comprised of the following sections:
Section 1: Training course objectives and structure
Section 2: Standards and regulatory frameworks
Section 3: Fundamental concepts and principles of service management
Section 4: An overview of ISO/IEC 20000-1 requirements — Clauses 4 to 10
Section 5: Preparation for the certification audit
Section 6: Closing of the training course
General Information
Training material of over 100 pages of information and practical examples will be provided.
An attestation of course completion worth 7 CPD (Continuing Professional Development) credits will be issued to participants who have attended the training course.
