ISO/IEC 20000-1:2018 (SMS) Training by Tonex
This comprehensive training course by Tonex is designed to provide participants with a deep understanding of ISO/IEC 20000-1:2018, the international standard for Service Management Systems (SMS).
Participants will explore the key principles, requirements, and best practices outlined in the standard, equipping them with the knowledge and skills needed to implement and maintain an effective SMS within their organization.
ISO/IEC 20000-1:2018, the international standard for Service Management Systems (SMS), sets the benchmark for organizations striving to deliver high-quality IT services. Published by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC), this standard outlines the requirements for planning, establishing, implementing, operating, monitoring, reviewing, maintaining, and improving an SMS.
It provides a structured framework for organizations to enhance their service management processes, ensuring efficiency, reliability, and continual improvement. ISO/IEC 20000-1:2018 is crucial for organizations seeking to align their service delivery with best practices, enhance customer satisfaction, and demonstrate a commitment to excellence in IT service management.
Learning Objectives:
- Understand the fundamentals of ISO/IEC 20000-1:2018 and its relevance in service management.
- Gain insight into the structure and requirements of the standard to ensure compliance.
- Learn the process of planning, implementing, and maintaining an ISO/IEC 20000-1:2018 compliant SMS.
- Develop proficiency in conducting internal audits to assess SMS effectiveness.
- Acquire practical skills to identify and address challenges in SMS implementation.
- Enhance the ability to continuously improve service management processes in alignment with ISO/IEC 20000-1:2018.
Audience: This course is ideal for professionals involved in service management, IT service delivery, quality management, and those seeking to enhance their organization’s SMS compliance. It is suitable for managers, auditors, consultants, and anyone responsible for establishing or maintaining a Service Management System.
Course Outline:
Introduction to ISO/IEC 20000-1:2018
- Overview of ISO/IEC 20000 series
- Importance of service management systems
- Key concepts and terms in ISO/IEC 20000-1:2018
Requirements of ISO/IEC 20000-1:2018
- Scope, norms, and exclusions
- Service management policy and objectives
- Design and transition of services
Planning and Implementing an SMS
- Leadership and commitment in service management
- Resource management for effective implementation
- Risk assessment and mitigation strategies
SMS Monitoring and Measurement
- Performance evaluation and monitoring
- Internal audits and reviews
- Ensuring continual improvement
Conducting Internal Audits
- Principles of auditing in SMS
- Planning and conducting internal audits
- Reporting and follow-up on audit findings
Challenges and Continuous Improvement
- Common challenges in implementing ISO/IEC 20000-1:2018
- Strategies for overcoming implementation obstacles
- Establishing a culture of continuous improvement in service management.
Participants will leave this course with a comprehensive understanding of ISO/IEC 20000-1:2018, equipped to enhance service management practices and contribute to organizational success.