ISO 20000 IT Service Management

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Description

IT Service Management

EXIN IT Service Management Specialist focuses on the practical activities and competences that are required by mid-level IT Service Management professionals. Candidates benefit from a more broad view of the ISO/IEC 20000 standard as well as the daily activities required to implement or maintain it.

COURSE OUTLINE

Plan the service management system

  • Plan & document, at a high-level, a SMS
  • Plan & document the documentation management system
  • Plan & document the alignment of the SMS Process
  • Plan and document process governance across the SMS

Plan the design and transition of new or changed services

  • Plan & document, at a high-level, appropriate service improvement activities

Plan the service management processes

  • Plan and document activities of the Service delivery processes
  • Plan and document activities of the Relationship processes
  • Plan and document activities of the Resolution processes
  • Plan and document activities of the Control processes

Plan roles and responsibilities

  • Define roles within the SMS including design & transition      activities and associated processes
  • Define skills and competencies for all SMS roles

Define and implement policies and objectives

  • Create, document & maintain agreed policies, including risks, & objectives across the SMS
  • Create the communication plan for the policies & objectives

Manage the service management processes

  • Implement and maintain Service Delivery processes
  • Implement and maintain Relationship processes
  • Implement and maintain Resolution processes
  • Implement and maintain Control processes

Maintain the SMS

  • Maintain currency of role definitions and competencies
  • Maintain the documentation management system
  • Maintain the alignment of the SMS to support the business processes
  • Maintain process governance across the SMS

Measure, monitor and report on service performance

  • Capture, assess and analyze agreed performance targets
  • Produce agreed service reports
  • Monitor and report on risks across the SMS

Measure, monitor and report on the SMS

  • Contribute to the internal audit program
  • Contribute to the management review of the SMS including data gathering
  • Contribute to the review of the governance controls across the SMS

Measure, monitor and report on service management processes

  • Measure, monitor and report on Service Delivery processes
  • Measure, monitor and report on Relationship processes
  • Measure, monitor and report on Resolution processes
  • Measure, monitor and report on Control processes

Improving the provision of services

  • Contribute to the identification of non-conformities
  • Contribute to continual improvement activities across the SMS

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