Introduction to service management based on ISO 20000

The most popular set of service management guidelines is ISO 20000, which is accepted as a standard and certified by organizations.

The course aims to familiarize participants with the basics, characteristics, components and basic implementation of ISO/IEC 20000-1:2018 service management system in enterprise environments. The course will review the objectives and requirements of the ISO 20000 standard and the IT cost reduction and infrastructure control steps that can be achieved through its application. The course will answer questions such as:

• How is ISO20000 structured? How does ISO20000 work?
• What are the similarities and important differences between ISO20000 and other proven best practice methodologies and standards (e.g. ISO9001, 27001, other IT service management systems)? What are the main interfaces?
• How can ISO20000 be successfully applied and implemented in our organisation, in which areas can it support service governance, management tasks and processes?
• How to prepare your organisation for ISO20000 and how to prepare for an ISO20000 internal audit?

The course provides a comprehensive introduction for all staff who will be involved in developing, implementing and maintaining a management system based on the ISO 20000 standard, making it ideal for IT managers, executives, team leaders, project managers, quality management professionals, prospective internal auditors.

The course is especially recommended for people with a previous basic knowledge of IT service management who would like to understand the differences between the two systems and who would like to implement ISO20000 certification in their company and prepare the necessary steps for this.

• Introduction to the elements of the ISO/IEC 20000 family of standards: ISO 20000-1: requirements, relationship with other ISO 20000 standards - 1, 2, 3, 5; relationship between ISO 20000 and other IT service management systems, relationship between ISO 20000 and ISO 9001, 27001
• Basic concepts; what is service management?
• Basic requirements for service management systems: basic concept; roles, responsibilities; processes; compliance, auditing; service management policy, objectives, plans; roles in implementing service management
• Service management processes: management responsibilities; service management system implementation; process controls; documentation management; resource management; continuous improvement
• Service delivery processes: capacity management; service level management; information security management; service continuity and availability management; service reporting; budgeting and accounting
• Relationship processes: business relationship management; supplier management
• Resolution processes: incident management; service request management; problem management
• Monitoring processes: configuration management; change management; release and commissioning management
• Service management system implementation in organisations, preparation for certification: planning for SMS implementation; organisation's suitability for certification process; conducting situation assessments; preparing the organisation for audit; preparation for certification, planning; auditing principles; internal audits; certification audits
• Joint completion and discussion of sample tests
• Homework

Related exam: Training360 home exam

Previous leadership, project management or IT service management background is recommended. As some resources may be in English, a basic knowledge of English at document reading level is an advantage and the presentation will be in Hungarian.