Information technology - Service management ISO 20000-1 Training Course

ISO/IEC 20000-1:2011 Information technology - Service management - Part 1: Service management system requirements

The certified training course, addressed to the management, the Head of the Service management system, the leaders of the process or job; It has an operating cutting and measuring is also some cases of processes and activities of the individual companies.
Course contents:

1 PURPOSE AND SCOPE
1.1 General

When used within an SMS, the following are the most important aspects of an integrated process approach and the PDCA methodology:
a) understanding and fulfilling the service requirements to achieve customer satisfaction;
b) establishing the policy and objectives for service management;
c) designing and delivering services based on the SMS that add value for the customer;
d) monitoring, measuring and reviewing performance of the SMS and the services;
e) continually improving the SMS and the services based on objective measurements.
PDCA methodology applied to service management

1.2 Application

This part of ISO/IEC 20000 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil service requirements. This part of ISO/IEC 20000 can be used by:
a) an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
b) an organization that requires a consistent approach by all its service providers, including those in a supply chain;
c) a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
d) a service provider to monitor, measure and review its service management processes and services;
e) a service provider to improve the design, transition and delivery of services through effective implementation and operation of an SMS;
f) an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in this part of ISO/IEC 20000.
SMS, including the service management processes. The service management processes and the relationships between the processes can be implemented in different ways by different service providers. The nature of the relationship between a service provider and the customer will influence how the service management processes are implemented.

2 Normative references
3 TERMS AND DEFINITIONS
4 GENERAL REQUIREMENTS OF THE SERVICE MANAGEMENT SYSTEM
4.1 Management responsibility
4.1.1 Management commitment
4.1.2 Policy for service management
4.1.3 Authority, responsibility and communication
4.1.4 Management representative
4.2 Government of the processes carried out by third parties
4.3 Document management
4.3.1 Establish and maintain updated documents
4.3.2 Keep under control of documents
4.3.3 Control of records
4.4 Resource management
4.4.1 Provision of resources
4.4.2 Human resources
4.5 Establish and improve SGS
4.5.1 Defining the scope
4.5.2 Plan the SGS (Plan)
4.5.3 Implement and lead the SGS (Do)
4.5.4 Monitor and review the SGS (Check)
4.5.5 Maintain active, up to date and improve SGS (Act)
5 DESIGN AND TRANSITION TO NEW SERVICES OR MODIFIED
5.1 General
5.2 Planning of new or changed services
5.3 Design and development of new or changed services
5.4 Transition of new or changed services
6 PROCESS FOR THE DELIVERY OF THE SERVICE
6.1 Of the Service Level Management
6.2 Reporting Service
6.3 Continuity management and availability of service
6.3.1 Requirements for the continuity and availability of the service
6.3.2 Plans for the continuity and availability of the service
6.3.3 Monitoring and continuity tests and the availability of the service
6.4 Forecasting and economic final accounting services
6.5 Capacity Management
6.6 Security Information Management
6.6.1 Security policy information
6.6.2 Controls for information security
6.6.3 Changes and incidents for information security
7 PROCESS REPORT
7.1 Management of the relationship with the business
7.2 Supplier Management
8 RESOLUTION PROCESSES
8.1 Management of the incident and service request
8.2 Problem Management
9 CONTROL PROCESSES
9.1 Configuration Management
9.2 Change Management
9.3 Release Management and commissioning

Integration with 9001-27001 standards

Information Technology Consulting, Service Management ISO 20000-1

The course is inclusive of support material, Assessment Test, questionnaire evaluation training actions, certification on completion of education with its Roster.