Understand the requirements for a service management system according to ISO/IEC 20000-1
The purpose of the course is to facilitate the understanding of the requirements for a Service management system as they are formulated by the international standard ISO/IEC 20000-1:2018.
The structure of the course follows the requirements of the standard and includes:
- an introductive part that discusses the definition of a Service management system and general aspects about ISO/IEC 20000 series of international standads, including ISO/IEC 20000-1, ISO/IEC 20000-2 and ISO/IEC 20000-3.
- Context of the organization (Clause 4 of ISO/IEC 20000-1:2018) - internal and external issues relevant to the Service management system, needs and expectations of interested parties and the scope of the Service management system.
- Leadership (Clause 5 of ISO/IEC 20000-1:2018) - the support and commitment of the top management, the service management policy, roles, responsibilities and authorities for the Service management system.
- Planning (Clause 6 of ISO/IEC 20000-1:2018) - risks and opportunities for the Service management system, service management objectives and the service management plan.
- Support of the Service Management System (Clause 7 of ISO/IEC 20000-1:2018) - resources, competence, awareness, communication, documented information and the knowledge required to support the Service management system
- Operation of the Service Management System (Clause 8 of ISO/IEC 20000-1:2018) - service portfolio, relationship and agreement, supply and demand, service design, build and transition, resolution and fulfillment, service assurance
- Performance evaluation (Clause 9 of ISO/IEC 20000-1:2018) - monitoring, measurement, analysis and evaluation, internal audits of the Service management system and the management review
- Improvement (Clause 10 of ISO/IEC 20000-1:2018) - the management of nonconformities and corrective actions and the continual improvement of the Service Management System.
Certification to ISO/IEC 20000-1 - for service providers and for individuals - is also covered in the course.
The questions are similar to those that you may have to answer if you plan to become certified as a Service management professional.
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What I do ?I translate the knowledge and best practices of international standards into common language, to help people and organizations improve. What I am interested in ?My interests cover multipled disciplines including quality management, information security, business continuity, compliance management, occupational health & safety, environmental management, social responsibility, project management, food safety or risk management.Who am I ?I have...
very good introduction.
OUI
It is a great explanation - easy to follow.
exclente.. !!
C'est un très bon cours. Sauf que la version française n'est pas disponible à part le sous-titrage en français.
thanks
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Yes, the course material is helping to understand more about service management
Cleary pronuntation
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Vaishali L. S.
The course content is very insightful and match to my work profile