BSI ISO 20000 IMPLEMENTATION

SUMMARY

In this course you will discover how to implement an SGS based on ISO/IEC 20000-1: 2018. 

AGENDA 

DAY 01

• The service management system - refreshing your knowledge

• Planning the implementation of ISO/IEC 20000-1

• Starting the implementation process

• Documented information including gap analysis

• Organisational context (clause 4)

• Baseline gap analysis

• Project plan

• Leadership (clause 5)

• Planning (Clause 6)

• SMS Support (Clause 7)

• Organisations and roles in ISO/IEC 20000-1

DAY 02

• System operation (clause 8 and 8.1)

• Service portfolio (clause 8.2)

• Relationships and agreements (clause 8,.3)

• Supply and demand (Clause 8.4)

• Service design, construction and transition (clause 8.5)

• Resolution and performance (clause 8.6)

• Service assurance (clause 8.7)

• Performance evaluation and improvement (clauses 9 and 10)

• ISO/IEC 20000 series

• Other sources of information

• Audits and certification

• Reflection and feedback

GENERAL INFORMATION

Expert-level course

Mode: On-site training

Duration: 2 days

Upon successful completion of your course, you will receive an internationally recognised BSI certificate.