SMS-ISO 20000-1: 2018 - Auditor - Training

Course Name: Service Management System (SMS) - Implementation

Reference Standard: ISO 20000 – 2018

Duration: 2 Days

Method: Classroom Trainer Led

Exercise Background: Coral Consulting Experience

 

Course Overview

SMS – ISO 20000 based on ITIL is the standard aimed at ensuring IT organisation implements best practices to fulfil IT customer expectations. Defining SMS and its implementation requires a service approach to IT service delivery. Based on our last 15 years of consulting experience, you will learn to design, analyze and implement the requirements in a step by step manner.


What is unique about the course?

  • Content is latest, dynamic, and helps you implement using a 'hands-on' approach; Content comes from successful consulting implementations and audit assignments;
  • Trainers are consultants, who share their hands-on experience of designing, defining and implementing the complex processes, and how to measure these processes that is relevance to business.
  • Price is highly competitive, falls well within the budget of an individual.

Course Coverage

The training covers 10+ hands on exercises including interpretation of the standard requirements.


Ready to Use templates

The course has 'ready to use' templates, so when you go back start working on your own SMS, you would exactly know where to start.


Hands on exercises will cover the following SMS process

  • Interpretation of ISO 20000 – 58 requirements 
  • Service Level Management - Service Catalogue Definition
  • Service Reporting
  • Incident and Service request management
  • Problem Management including Known Error Database
  • Supplier Management
  • Budgeting & Accounting
  • Capacity Management
  • IT Service Continuity and Availability Management
  • Information Security Management
  • Configuration Management Database and Asset Inventory
  • Change Management
  • Release Management
  • Planning and implementing new or changed service
  • SMS Metrics – based on ITIL

Learning scope includes understanding and implementing each of the following requirements

SN ISO 20000:1 Requirements
1 4.1 - Understanding the organisation and its context
2 4.2 - Understanding the needs and expectation of the interested parties
3 4.3 - Determining the scope of the service management system
4 4.4 - service management system
5 5.1.1 - Leadership and Commitment
6 5.2 Policy
7 5.2.1 - Establishing the Service Management Policy
8 5.2.2 - Communicate the Service Management Policy
9 5.3 - Organisation roles, responsibilities, and authorities
10 6.1 - Actions to address risks and opportunities
11 6.2.1 - Establish Objectives
12 6.2.2 Plan to achieve objectives
13 6.3 Plan the service management system
14 7.1 - Resources
15 7.2 - Competence
16 7.3 - Awareness
17 7.4 - Communication
18 7.5.1 - General
19 7.5.2 - Creating and Updating documented information
20 7.5.3 Control of documented information
21 7.5.4 Service management system documented information
22 7.6 Knowledge
23 8.1 - Operational Planning and control
24 8.2.1 Service delivery
25 8.2.2 Plan the services
26 8.2.3 Control of parties involved in the service lifecycle
27 8.2.4 Service catalogue management
28 8.2.5 Asset management
29 8.2.6 Configuration management
30 8.3.1 General
31 8.3.2 Business relationship management
32 8.3.3 Service level management
33 8.3.4.1 Management of external suppliers
34 8.3.4.2 Management of internal suppliers and customers acting as a supplier
35 8.4.1 Budgeting and accounting for services
36 8.4.2 Demand management
37 8.4.3 Capacity management
38 8.5.1.1 Change management policy
39 8.5.1.2 Change management initiation
40 8.5.1.3 Change management activities
41 8.5.2.1 Plan new or changed services
42 8.5.2.2 Design
43 8.5.2.3 Build and transition
44 8.5.3 Release and deployment management
45 8.6.1 Incident management
46 8.6.2 Service request management
47 8.6.3 Problem management
48 8.7.1 Service availability management
49 8.7.2 Service continuity management
50 8.7.3.1 Information security policy
51 8.7.3.2 Information security controls
52 8.7.3.3 Information security incidents
53 9.1 Monitoring, measurement, analysis and evaluation
54 9.2 - Internal Audit
55 9.3 - Management Review
56 9.4 Service reporting
57 10.1 Nonconformity and corrective action
58 10.2 Continual improvement

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