ISO/IEC 20000 Lead Implementer

Audience
The course is intended for managers, consultants, IT service managers, project managers and other key people who are responsible for establishing, implementing or maintaining a service/service management system in an organization. It is suitable for individuals who want to ensure that their organization's IT services are delivered in accordance with international standard for service management, as well as those who will lead or participate in service delivery management system implementation teams.

Learning objectives
Participants will gain in-depth knowledge of the requirements of ISO/IEC 20000‑1, understand how the standard coincides with other relevant ISO standards, and learn methods, techniques and best practices for implementing and maintaining a Service Management System (SMS). They will learn to interpret the requirements of the standard in the context of the organization, plan, implement, monitor and maintain an SMS, as well as to establish processes for continuous improvement and certification preparation.

After completing the course you will be able to

• Explain the concept, structure and requirements of ISO/IEC 20000-1 for service/service management
• Planning and initiating implementation of a Service Management System based on the standard
• Implement service, delivery and support processes in accordance with the requirements of the standard
• Establish documentation, responsibilities, roles, policies and procedures for IT service management
• Monitor, measure and evaluate SMS performance, manage discrepancies, and initiate continuous improvements
• Prepare your organization for certification and ensure maintenance of SMS over time