ISO in the Sun: PECB ISO/IEC 20000 Service Management System (SMS) Lead Implementer
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ISO in the Sun: PECB ISO/IEC 20000 Service Management System (SMS) Lead Implementer
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Description
This five-day course provides an overview to the structure of a Service Management System (SMS) based on ISO/IEC 20000-1:2018, and how to implement the same in an organization, e.g. for the purpose of certification.
Overview:
This five-day course enables participants to develop the necessary expertise to support an organisation in implementing and managing a Service Management System based on ISO/IEC 20000-1:2018.
Participants will gain a thorough understanding of best practices used to implement an SMS across a wide range of service sectors, not just IT services as covered by ITIL.
This training incorporates project management practices as well as further guidance from elsewhere in the ISO/IEC …
Frequently asked questions
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This five-day course provides an overview to the structure of a
Service Management System (SMS) based on ISO/IEC 20000-1:2018, and
how to implement the same in an organization, e.g. for the purpose
of certification.
Overview:
This five-day course enables participants to develop the necessary
expertise to support an organisation in implementing and managing a
Service Management System based on ISO/IEC 20000-1:2018.
Participants will gain a thorough understanding of best practices
used to implement an SMS across a wide range of service sectors,
not just IT services as covered by ITIL.
This training incorporates project management practices as well as
further guidance from elsewhere in the ISO/IEC 20000 family of
standards.
The course consists of a mix of presentation, discussion and
exercises based on real-world examples.
Outline:
Introduction to SMS Concepts per ISO/IEC 20000-1:2018
Normative, Regulatory and Legal Framework
Fundamental Principles of Information Security
Comparison with ITIL V2 and V3
ISO/IEC 20000-1:2018 Certification Process
Service Management System (SMS)
Clauses of ISO/IEC 20000-1:2018
Planning and Initiating the Audit
Gap Analysis, Business Case and Project Plan
Defining Scope and Objectives of the SMS
Implementing the SMS
Catalogue, Asset, Configuration and Relationship Management
Budget, Demand and Capacity Management
Change, Release and Deployment Management
Incident and Problem Management
Service Availability and Continuity Management
Information Security Management
Operations Management of the SMS
Performance Evaluation and Improving the SMS
Monitoring the SMS with Metrics, Performance Indicators etc
Internal Audit, Management Review and Corrective Actions
Implementation of a Continual Improvement Program
Preparing for the Certification Audit
Objectives:
Completion of this course will enable students to
Understand the principles of an SMS conforming to ISO/IEC
20000-1:2018, including the relationship between its components,
e.g. risk management, controls, requirements of interested
parties
Apply concepts, approaches, standards, methods and techniques for
the effective operation of an SMS
Advise organisations on SMS best practices
Manage teams implementing ISO/IEC 20000-1:2018
Audience:
This course is aimed at students with (future) roles like:
Project managers, consultants and team members implementing a SMS
or extending from ITIL etc
(IT) Professionals moving into SMS operation
CxO and senior managers of a SMS scope
Auditors requiring more SMS implementation insight
Prerequisites:
General understanding of common business processes.
Some past exposure to information or IT security, management
systems and / or project management helpful, but not required.
Examination and Certification:
The course includes access to PECB's three-hour exam available in
multiple languages to be taken online on the last day or any time
after the course (own laptop required). Exam and first year
certification fees are included in the course fees.
This course is designed by PECB in Canada, who also mark the exam
and issue respective certifications as per their criteria. PECB is
a personnel certification body, accredited to ISO/IEC 17024:2012 by
IAS. See www.pecb.com for full details.
Individual as well as Integrated Management Systems addressing Risk, Information Security, Business Continuity, (IT) Services and other areas are getting ever more important for ever more organisations. As conformity with the respective ISO standards increasingly becomes a requirement to do business, management and their staff wonder how to get there.
ISO in the Sun is an ongoing series of courses on Risk, Information Security, Business Continuity, Service, Project and Integrated Management hosted by SoftQualM in the beautiful surroundings of Lanzarote in the Canary Islands, Spain. This is the ideal opportunity to combine your continuing professional education with a break in the sun, and even save compared to attending similar courses in the typical metropolitan settings. Students come from all kinds of industries and sizes of organisation, from freelance consultants and auditors to EU institutions.
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