ISO in the Sun: PECB ISO/IEC 20000 Service Management System (SMS) Lead Implementer

Tijdsduur
Trainer
Martin Holzke
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Beschrijving

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, eg 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 a 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/…

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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, eg 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 a 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 a SMS conforming to ISO/IEC 20000-1:2018, including the relationship between its components, eg risk management, controls, requirements of interested parties
  • Apply concepts, approaches, standards, methods and techniques for the effective operation of a 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 ends with a three hour written essay-style exam on the last day available in multiple languages.

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.

Exam and first year certification fees are included in the course fees.

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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Martin Holzke - ISO in the Sun: Continuing Professional Education in beautiful Lanzarote
Martin Holzke
ISO in the Sun: Continuing Professional Education in beautiful Lanzarote

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