ISO/IEC 20000-1:2018 Information Technology - Service Management Systems Lead Implementor

Course Objectives

Upon completion of the course, participants will be able to:

• Understand the purpose, principles, and benefits of an IT Service Management System.
• Interpret the requirements of ISO/IEC 20000-1:2018.
• Understand the structure and key components of a Service Management System.
• Determine the organisational context and scope of the SMS.
• Identify relevant interested parties and their requirements.
• Develop an implementation strategy and project plan.
• Conduct an ISO/IEC 20000-1 gap analysis.
• Establish a service management policy and objectives.
• Identify and manage service management risks and opportunities.
• Develop and implement required service management processes.
• Establish appropriate roles, responsibilities, and governance structures.
• Develop and control documented information.
• Establish monitoring, measurement, and performance evaluation processes.
• Conduct internal audits and management reviews.
• Manage nonconformities and corrective actions.
• Prepare an organisation for ISO/IEC 20000-1 certification.
• Develop a practical SMS implementation and continual improvement roadmap.

The benefits

Delegates and organizations will benefit by:

• A comprehensive understanding of ISO/IEC 20000-1:2018 requirements.
• Practical knowledge of implementing an IT Service Management System.
• A structured approach to planning and managing an SMS implementation project.
• Improved ability to align IT services with organisational and customer requirements.
• Enhanced service quality and consistency.
• Improved management of IT service risks and opportunities.
• Better control over service management processes.
• Improved customer satisfaction and service performance.
• Practical skills in conducting gap analyses and implementation planning.
• Improved understanding of SMS documentation and governance.
• Enhanced readiness for ISO/IEC 20000-1 certification.
• Increased professional competence in IT service management and management system implementation

Modules

Module 1: Introduction to IT Service Management and ISO/IEC 20000

• Introduction to IT Service Management
• Understanding services and service value
• What is a Service Management System?
• Benefits of an effective SMS
• Overview of the ISO/IEC 20000 family of standards
• Purpose and scope of ISO/IEC 20000-1:2018
• Relationship with other IT service management frameworks
• Introduction to the Plan-Do-Check-Act (PDCA) cycle
• Risk-based thinking

Module 2: Understanding ISO/IEC 20000-1:2018 Requirements

An overview and interpretation of the requirements of the standard:

Clause 4 – Context of the Organisation

• Understanding the organisation and its context
• Internal and external issues
• Needs and expectations of interested parties
• Determining the scope of the SMS
• Establishing the SMS

Clause 5 – Leadership

• Leadership and commitment
• Service management policy
• Organisational roles, responsibilities, and authorities

Clause 6 – Planning

• Risks and opportunities
• Service management objectives
• Planning to achieve objectives
• Planning changes to the SMS

Clause 7 – Support

• Resources
• Competence
• Awareness
• Communication
• Documented information

Clause 8 – Operation

• Operational planning and control
• Planning and controlling service management processes

Clause 9 – Performance Evaluation

• Monitoring, measurement, analysis, and evaluation
• Internal audit
• Management review

Clause 10 – Improvement

• Nonconformity and corrective action
• Continual improvement

Module 3: SMS Implementation Strategy and Project Planning

• Establishing the implementation project
• Securing leadership commitment
• Defining implementation roles and responsibilities
• Developing an implementation team
• Establishing an implementation roadmap
• Resource planning
• Implementation milestones
• Communication and change management
• Monitoring implementation progress 

Module 4: Conducting an SMS Gap Analysis

• Purpose of a gap analysis
• Preparing for the assessment
• Reviewing existing processes and documentation
• Identifying compliance gaps
• Evaluating current service management practices
• Prioritising implementation activities
• Developing a gap analysis report
• Creating an action plan

Module 5: Context, Leadership and Governance

• Identifying internal and external issues
• Identifying interested parties
• Defining the SMS scope
• Developing a service management policy
• Establishing governance structures
• Defining roles, responsibilities, and authorities
• Leadership engagement
• Communication and accountability

Module 6: Service Management Planning

• Establishing service management objectives
• Identifying risks and opportunities
• Developing risk treatment actions
• Planning changes
• Service management planning
• Defining performance measures
• Establishing implementation priorities

Module 7: Support and Documented Information

• Resource requirements
• Competence and training
• Awareness programmes
• Internal and external communication
• Developing SMS documentation
• Policies and procedures
• Document control
• Record management
• Managing organisational knowledge 

Module 8: Implementing Service Management Processes

• Service portfolio management
• Relationship and agreement management
• Supply and demand management
• Service design, build, and transition
• Incident and service request management
• Problem management
• Service continuity management
• Information security management
• Capacity and performance management
• Budgeting and accounting for services
• Service level management
• Configuration management
• Change management
• Release and deployment management

Module 9: Operational Control and Service Delivery

• Operational planning and control
• Managing service requirements
• Establishing service controls
• Managing changes to services
• Supplier and external party controls
• Service continuity
• Service availability
• Performance and capacity management
• Incident and problem resolution 

Module 10: Performance Evaluation

• Establishing service performance indicators
• Monitoring and measurement
• Analysing service performance
• Customer satisfaction
• Service reporting
• Internal audits
• Management reviews
• Evaluating SMS effectiveness

Module 11: Nonconformity, Corrective Action and Continual Improvement

• Identifying nonconformities
• Managing service management failures
• Root cause analysis
• Corrective action planning
• Evaluating the effectiveness of corrective actions
• Identifying improvement opportunities
• Continual improvement of services and the SMS

Module 12: Certification Readiness and Implementation Workshop

Participants will apply their learning through practical activities, including:

• Conducting an ISO/IEC 20000-1 gap analysis
• Defining the SMS scope
• Identifying interested parties
• Developing an SMS policy
• Establishing service management objectives
• Identifying risks and opportunities
• Developing an implementation plan
• Creating a documented information structure
• Establishing service management processes

• Developing performance indicators

• Preparing for internal and certification audits
• Creating an SMS continual improvement roadmap

Certification

Delegates will receive a Certificate of:

• Attendance, or
• Competency

Assessment

There will be an assessment at the end of the course. 

• Delegates have to complete the assessment with a minimum score of 60% to receive a Certificate of Competence.
• Delegates who score between 50% and 59% will get a second attempt at the assessment. 
• If you fail the second attempt, will need to repurchase the course
• Delegates will receive a Certificate of Attendance regardless of a pass or fail.