Service Management 20000 Lead Implementer

The Service Management 20000 Lead Implementer course is a course based on the ISO/IEC 20000-1 international standard. Supported by a real-world adapted case-study, the course challenge the students on the implementation of a Service Management System (SMS) based on the requirements and best practices defined by the ISO/IEC 20000 family of standards and supported by a BEHAVIOUR customized methodology created by experts on service management and on ISO and other related well known best practices on the service management and other IT related fields.More than knowing the main definitions, concepts, principles and requirements, the students will learn to put into practice a Service Management Program to establish and maintain an SMS, based on a BEHAVIOUR customized methodology, and supported by several training resources, including several approaches, templates and other tools that will be useful so students may be able to apply their knowledge in a real-world context.The students will be challenged with a series of exercises, supported by BEHAVIOUR and in-class drafted templates, were the learned knowledge and acquired expertise will came into practice. Exercises such as the understanding of the organization drivers; the service management context establishment, including the service management issues, SMS and the services interested parties and scope definition; assessing the current and target state to draft the basis for a gap analysis; establish the process and draft an practical approach for assessing and treatment of risk and opportunities; establish the service management objectives and plans for their achievement; identify and create policies, processes, procedures and plans to support the SMS; implement actions to respond to service management requirements; establish the approach for performance evaluation, including the definition of measures and indicators, service reports, internal audits and management reviews; draft the basis for the continual improvement process, including the procedure and template for managing findings; among others, as applicable, are important to allow the implementation of the standard in an organization.The fundamental knowledge of the Service Management 20000 Foundation course is included, so it is not a prerequisite or a training path.Training materials updated with the last released editions of all the related best practices, including any related draft published.On this course, the students will acquire the expertise to establish, implement, maintain, and continually improve a Service Management System (SMS), in accordance with the requirements of the ISO/IEC 20000-1 International Standard.Besides the fundamental concepts related with service management and a detailed overview clause-by-clause of the ISO/IEC 20000-1 standard and its requirements, the course leads the students through a step-by-step BEHAVIOUR customized methodology to implement the ISO/IEC 20000-1 international standard and achieve the ISO/IEC 20000-1 certification. The SMS implementation process covered on this course is supported by the ISO/IEC 20000 standards family best practices (including ISO/IEC 20000-2, ISO/IEC 20000-3, ISO/IEC 20000-5, and many others), ITIL v4 and other recognized service management, information security, risk management, project management and IT best practices. The BEHAVIOUR customized methodology helps the students to transform the learned knowledge and expertise into real-world practice. Applying this knowledge, the students will be able to implement a Service Management Program based on ISO/IEC 20000-1 and lead with success their organization, or their customers organization, to the establishment and maintenance of an SMS based on ISO/IEC 20000-1.Based on a real-world adapted case-study organization, and supported by several approaches, templates and other tools, including discussions and practical exercises, the students will team-up with their peers during this course and will be challenged to demonstrate their Lead Implementer skills to implement an SMS for this organization. This training methodology train and prepare students for successfully implement the ISO/IEC 20000-1 standard in a real-world environment.

Metodologia

This course is based on theorical, and practical sessions supported by a real-world adapted case-study.The course includes hands-on practical and theorical exercises to:better prepare the students for the real-world challenges,to prepare and increase the likelihood of success on the certification exam, andtrain and prepare professionals for leading the SMS implementation and achieve ISO/IEC 20000-1 certification.This course is available to be delivered in a Classroom and Live-Training model.Live Training brings you the dynamic environment of the classroom, to your desk. Using your computer, you interact with the trainer and the trainees as if you were with them in the classroom.