Course details
This five-day intensive course enables participants to develop the necessary expertise to support an organization in implementing and managing an IT Service Management System as specified in ISO/IEC 20000-1:2005. Also, the participant will gain a thorough understanding of best practices for planning and implementing IT Service Management processes starting from the six fields of ISO 20000, planning and implementing new and changed services, service delivery process, relationship management processes, problem resolution process, control processes and release processes. This training is consistent with the project management practices established in ISO 10006 (Quality Management Systems - Guidelines for Quality Management in Projects). This training is fully compatible with ISO 20000-2 (Guidelines for the Implementation of an SMS) and ITIL.Who should attend?
- Project managers or consultants wanting to prepare and to support an organization in the implementation of an IT Service Management System (SMS)
- ISO 20000 auditors who wish to fully understand the IT Service Management System implementation process
- Persons responsible for the IT Service or conformity in an organization
- Members of an IT Service team
- Expert advisors in IT
- Technical experts wanting to prepare for an IT Service function or for an SMS project management function
- To understand the implementation of an IT Service Management System in accordance with ISO 20000
- To gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques allowing an effective management of an IT Service Management System
- To know the interrelationships between ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005 and ITIL
- To understand the relationship between the IT Service Management System, including the management processes and compliance with the requirements of different stakeholders of the organization
- To acquire the necessary expertise to support an organization in implementing, managing and maintaining an Service Management System (SMS) as specified in ISO/IEC 20000:2005
- To acquire the necessary expertise to manage a team in implementing the ISO 20000 standard
- To acquire the personal skills and knowledge necessary to advise an organization on the management best practices of an IT Service Management System (SMS)
- To improve the analysis and decision making capabilities in an IT management context
Day 1: Introduction to IT Service Management System (SMS) concepts as required by ISO 20000; Initiating an SMS
- Introduction to management systems and the process approach
- Presentation of the ISO 20000 family of standards and comparison with ITIL V2 and V3
- Fundamental principles of IT Service
- Preliminary analysis and establishment of the maturity level of an existing IT Service Management System based upon ISO 21827
- Writing a business case and a project plan for the implementation of an SMS
- Definition of the scope of an SMS
- Definition of an SMS policy and objectives
- Documentation of the processes and procedures
- Service level management
- Budgeting and accounting for IT services
- Competence management
- Change management
- Configuration and release management
- Capacity and availability management
- Service continuity and security management
- Incident and problem management
- Operations management of an SMS
- Controlling and Monitoring an SMS
- Development of metrics, performance indicators and dashboards
- ISO 20000 internal Audit
- Management review of an SMS
- Implementation of a continual improvement program
- Preparing for an ISO 20000 certification audit
Educational approach
This training is based on both theory and practice:
- Sessions of lectures illustrated with examples based on real cases
- Practical exercises based on a full case study including role playings and oral presentation
- Review exercises to assist the exam preparation
- Practice test similar to the certification exam
- To benefit from the practical exercises, the number of training participants is limited
The "PECB Certified ISO/IEC 20000 Lead Implementer" exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains:
- Domain 1: Fundamental principles and concepts of IT Service
- Domain 2: IT Service Best Practice based on ISO 20000-2
- Domain 3: Planning an SMS based on ISO 20000
- Domain 4: Implementing an SMS based on ISO 20000
- Domain 5: Performance evaluation, monitoring and measurement of an SMS based on ISO 20000
- Domain 6: Continual improvement of an SMS based on ISO 20000
- Domain 7: Preparing for an ISO 20000-1 certification audit
Eligibility / Requirements
ISO 20000 Foundation Certification or basic knowledge of ISO 20000 and ITIL is recommende
Course Location
About Optimizer Middle East
Introduction:
Optimizer Middle East is a professional organization located in Business village, Deira, Dubai, UAE and active in the MENA countries. The core business of the organization encompass services and consultancies in accounting management systems based on international standards and professional training including technical, management and accounting with the objective of developing personnel skills.
We have executed various professional development projects the Gulf region and North Africa till date targeting to be a leader for Training and development in the area.
Vision:
We Optimizer Middle East shall become the professional umbrella for all the training and development professionals in MENA regions.
Mission:
Develop, organize, sustain through providing professional services, consultancies and training with the objective of disseminating standardized and developed professional practices to individuals and private as well as governmental organizations in MENA region.
Our Objectives:
- Provision of knowledge as skills
- Empowering individuals and organizations in MENA region with the latest professional advanced tools
- Introduction of conceptual practices in the organizational activities
- Qualifying professional experts in the government and private sector
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