Course ID: 20869 | Course Duration: 3 Days

Understanding the Requirements and Achieving ISO/IEC 20000 Certification Training Class

Course ID: 20869

Understanding the Requirements and Achieving ISO/IEC 20000 Certification Training Seminar

In this intensive, case-study-oriented workshop designed for those involved in the ISO/IEC 20000 implementation process and those who would like to better understand the details of implementation, you'll use practical examples and real-life case studies to guide participants through the implementation route and prepare for the audit. Explore the benefits of achieving ISO/IEC 20000 certification and gain insight into how to plan for the certification. Get pointers for making a business case for internal approval and examine approaches to implementation and potential issues that need to be managed to achieve ISO/IEC 20000.


	Agenda
	1. Introduction to Service Management 2. Introduction to ISO/IEC 20000 3. Overall Requirements for Service Management 4. The Management System 5. Planning and Implementing Service Management 6. Planning and Implementing New or Changed Services 7. Service Delivery Processes 8. Relationship Processes 9. Resolution Processes 10. Control and Release Processes 11. Route to Achieving ISO/IEC 20000 Certification and Its Benefits 12. Overview and Benefits of ISO/IEC 20000 13. Overall Management Requirements of ISO/IEC 20000 14. Planning the Journey to ISO/IEC 20000 15. ISO/IEC 20000 Service Delivery Processes 16. ISO/IEC 20000 Relationship Processes 17. ISO/IEC 20000 Resolution Processes 18. ISO/IEC 20000 Control and Release Processes 19. Implementation to Achieve ISO/IEC 20000


	Audience
	Quality managers, IT support staff, IT consultants, IT process consultants, key business users, IT auditors, quality consultants, IT service providers, purchase managers, senior managers, IT service managers, and service improvement program and project managers.