SM-7022: Implementing ISO/IEC 20000-1:2005

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Course Description: This course introduces the concepts needed to understand, develop, and implement an IT Service Management System. The standard provides an assessment framework and specification for the adoption of an integrated approach to effectively deliver managed IT services to meet business and customer requirements. This course provides students with the necessary understanding of ISO/IEC 20000-1:2005 and guidance for implementing an IT Service Management system that is compliant with the standard and meets certification requirements. Experienced instructors explain how to integrate the standard during system implementation, prepare for audits, and achieve ISO/IEC 20000-1:2005 registration. Exercises prepare students to identify key requirements and create required documentation.

Who Should Attend? Anyone involved in defining, planning or implementing an ISO/IEC 20000-1:2005 IT Service Management System; Management representatives; Implementation team members.

Format: 2-days, Interactive classroom lecture.

Curriculum:

• Understand the Purpose of ISO/IEC 20000-1:2005
• Understand the role of Service Management Processes
• Understand the individual requirements of ISO/IEC 20000-1:2005
• Understand how the requirements of ISO/IEC 20000-1:2005 apply to IT Service Management Systems
• Build an efficient and effective IT Service Management System
• Learn Best Practice Processes to implement each clause of ISO/IEC 20000-1:2005
• Learn tips for winning employee and management support
• Prepare for an audit
• Plan for registration

Prerequisites: This is an introductory course designed for individuals with little or no previous knowledge of ISO/IEC 20000-1:2005. The basics of ISO/IEC 20000-1:2005 will be covered in full detail.

Examination: None.

Reference Materials : Each student receives comprehensive course manuals with reference materials, including: Copy of ISO/IEC 20000-1:2005 and ISO/IEC 20000-2:2005.

Price: $1295 (through 06/30/2007)

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