3 Day Lead Implementers course
Objectives
To acquire the expertise to implement an ISO 20000 system
To understand the operation of an ISO 20000 conformant Service Management system
To understand the relationship between the Service Management system, including the management processes and compliance with the requirements of different stakeholders of the organization
To improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making in the context of a Service Management system
Who Should Attend
All Service Professionals, Head of Departments and Service Managers
All Support Function owners
Course Tutors
This course will be conducted by quality specialists who are approved Lead Auditors and Tutors and who have hands on experience of certification auditing and approved training.
Day 1: Introduction to Service Management System concepts as required by ISO 20000
- Introduction to Service Management
- ISO 20000 and ISO 20000 family of standards
- ISO 20000 Fundamentals
- Processes and Process Approach- PDCA/ SIPOX/ ETVX
- Workshop Process Approach
- Implementation Approach- SMS
- Terms and Definition
- Implementation guidelines
- Scoping of SMS
- Introduction to ISO 20000:2011 Standard Service Management Planning
day 2
- Various clauses of ISO 20000:2011
- Implementation of Service Management
- Monitoring and Review of Service Management
- Monitoring and Improving Service Management
- Service Level Management
- Workshops Service Catalogue/ SLM/ Service Plan
- Design and Transition of New or changed services Implementation Road Map
- Workshop Capacity Plan
- Understanding & Implementation of Standard Clauses