Service Management 20000 Lead Implementer – ISO 20000 training

Introduction

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. 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.

Training Methodology

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, and
• train 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.

Audience

This course is intended to:

• IT Service Management and/or IT Consultants, Auditors, Managers or Risk Professionals
• Any Executive or Senior Manager responsible to ensure the alignment and delivery of value from IT Service Management to the organization participating on an SMS implementation based on ISO/IEC 20000-1
• Experts responsible for the IT Service Management/IT Governance on the organization
• Project managers leading or preparing to lead an ISO/IEC 20000-1 implementation program
• Any professional, either, IT, information security, business or any other, involved on the establishment, implementation, operations and/or continual improvement of a Service Management System (SMS) based on ISO/IEC 20000-1
• Anyone who wants to acquire the knowledge needed to implement an ISO/IEC 20000-1 SMS

Prerequisites

Students should understand English as the course documentation is in this language. Please consult BEHAVIOUR to verify the availability of the course on other languages

Duration (days)

5 days

Learning Objectives

At the end of this course students will be able to:

• Understand the fundamental service management concepts, and the main clauses and requirements of ISO/IEC 20000-1
• Get to know and understand the correlation of the ISO/IEC 20000 family standards, including ISO/IEC 20000-1, ISO/IEC 2000-2, and related ISO, ITIL v4 and other best practices, legislation, and regulation
• Establish, implement, maintain, and continually improve a Service Management System (SMS), in accordance with the requirements of the ISO/IEC 20000-1 International Standard
• Understand and know how to implement and operate an SMS and the services in the context of an organization, including the required processes, techniques, and tools
• Assess and treat risks and opportunities to successfully achieve the service management objectives in response to the organization objectives
• Establish and implement the SMS service management plan according to the requirements of the organization
• Identify, draft, and implement the required service management requirements, including the required service management processes supported on the guidance of ISO/IEC 20000-2, i.e., the service portfolio processes, the relationship and agreement processes, the supply and demand processes, the service design, build and transition processes, the resolution and fulfilment processes, and the service assurance processes
• Identify and draft the SMS and the services required documented information, including templates for policies, processes, procedures, plans, among others required
• Understand and implement the performance evaluation requirements, including the approaches for monitoring and measure the SMS and the services, the internal audit program, and the management review
• Identify and respond to the SMS and the services continual improvement requirements based on the continual changes in the context of an organization
• Advise an organization on the latest service management and related best practices in support to the service management and business objectives
• Lead the organization to the achievement of the ISO/IEC 20000-1 certification

Program

1. Introduction to Service Management, the ISO/IEC 20000-1 standard and, related best practices
• Course introduction
• Service management standards, legislation, and regulation
• Service management fundamentals
• Presentation and overview of the SMS requirements
• Preparing for SMS implementation – approach and methodology
• Understanding of the organization drivers and establishing the service management context
• Drafting the SMS scope
• Assessing the current and target state for the SMS gap analysis


2. Establish (Plan) an SMS based on ISO/IEC 20000-1
• Leadership and commitment for the SMS Service Management Program establishment
• Drafting the Service Management Policy
• Establish the SMS organizational structures (roles, responsibilities, and authorities)
• Assessment and treatment of SMS risks and opportunities
• Establishing and planning the service management objectives; the service management plan
• Determine and provide support to establish and operate the SMS and the services (resources, competence, awareness, communication, documented information, and knowledge)
• Drafting the documented information management process
• Required SMS documented information and templates for the SMS and services implementation and operation (Policies, Processes, Procedures, among others)


3. Implement and Operate (Do) an SMS based on ISO/IEC 20000-1
• Best practices for drafting and implementing the service management processes based on ISO/IEC 20000-2
• Service portfolio management processes
• Relationship and agreement management processes
• Supply and demand management processes
• Service design, build and transition management processes
• Resolution and fulfilment management processes
• Service assurance management processes
• Transitioning the SMS to operations


4. Monitor and Review (Check) and, Maintain and Improve (Act) an SMS based on ISO/IEC 20000-1; Advance for the ISO/IEC 20000-1 Certification Audit
• Monitoring, measurement, analysis, and evaluation; service reporting
• Internal audit program
• Management review
• Managing findings, including nonconformities, and apply corrective actions
• Continual improvement process
• Advance for the ISO/IEC 20000-1 certification audit
• Personnel certification and closing the training

Exam

The “Certified Service Management 20000 Lead Implementer” exam covers the following competence domains:

• Domain 1: Service management fundamentals and ISO/IEC 20000-1 requirements
• Domain 2: Establish (Plan) an SMS based on ISO/IEC 20000-1
• Domain 3: Implement and Operate (Do) an SMS based on ISO/IEC 20000-1
• Domain 4: Monitor and Review (Check) an SMS based on ISO/IEC 20000-1
• Domain 5: Maintain and Improve (Act) an SMS based on ISO/IEC 20000-1
• Domain 6: Advance for the ISO/IEC 20000-1 Certification Audit

Language(s): English (please consult BEHAVIOUR for availability on additional languages).
Exam details: One part exam.
Duration: 3 hours.
Results: “Pass or Fail” qualitative score. In the case of a failure, the result will be accompanied with the list of domains in which you had a mark lower than the passing grade. If the candidate fails the exam, he is entitled to one free retake within a 1-year period from the initial exam date.
Passing score: 700/1000 marks.
Exam type: Scenarios-based open questions.

Certification

After successfully completing the certification exam, participants may apply for one of the three available credentials for this personnel certification scheme, depending on their level of experience.

• Certified Service Management 20000 Associate Implementer: no previous experience required.
• Certified Service Management 20000 Implementer: 2 years of experience on service management
• Certified Service Management 20000 Lead Implementer: 5 years of experience on service management

A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential. Candidates also receive the digital badge of the certification achieved.

Trainer

Our specialists are renowned consultants and auditors, with several years of experience in the areas of implementation, auditing and training in ISO 20000 family standards, with particular focus on standards ISO 20000-1 and related parts, ITIL v2, v3, 2011 Ed. (including the new ITIL 4), and associated standards and best practices.

General Information

CLASSROOM TRAINING

• Training in English language.
• Training material in English.
• Step-by-step implementation methodology.
• Behaviour Participation Certificate of 35 CPD/CPE credits.
• Certification Exam in Portuguese or English language.
• Certification Diploma and certification badge after successful examination and formal process registration. This process has no associated cost.
• If the candidate fails the exam, he is entitled to one free retake within a 12 month period from the initial exam date.
• Coffee break in the morning and afternoon (Applies to all training that take place in Behaviour facilities)

LIVE ONLINE TRAINING

• Training in English language.
• Online training material in English, with online access.
• Step-by-step implementation methodology.
• Behaviour Digital Participation Certificate of 35 CPD/CPE credits.
• Online Certification Exam in Portuguese or English language. The exam can be taken up to 3 months after completing of the course.
• Certification Diploma and certification badge after successful examination and formal process registration. This process has no associated cost.
• If the candidate fails the exam, he is entitled to one free retake within a 12 month period from the initial exam date.

Benefits

• ISO/IEC 20000-1 is an auditable Service Management System (SMS).


• ISO/IEC 20000-1 allows certification and international recognition of an organization; access to new markets and optimization of operations; and improves quality, increases productivity, competitive advantage, customer satisfaction and sales revenues.


• Service Management 20000 Lead Implementer course bases its pedagogical model in a certification program based on the ISO/IEC 17024 standard, which defines the requirements for certification of people, fulfilling the recommendations of ISO.


• Service Management 20000 Lead Implementer course geared towards to the implementation of the standard, through a step-by-step implementation process. Thus, throughout the course, in addition to the basic concepts of SMS, are presented the steps needed to prepare and start the SMS implementation program, which includes the selection of the approach, the implementation methodology, among other activities needed to implement the SMS, based on the customized methodology presented, including SMS operation and therefore the control, monitoring and continuous improvement.


• One of the strengths of the Service Management 20000 Lead Implementer course, in addition to inclusion of customized implementation methodology, is that it allows to prepare professionals for the audit of ISO/IEC 20000-1 certification and the registration in a certifying body. Addresses itself to this end, the recommendations of ISO 19011 and the ISO/IEC 17021 – requirements for certification bodies.


• Certification exam is monitored by an official Behaviour administrator.


• The Certified Service Management 20000 Lead Implementer certification exam is conducted at the end of the course, on the last day of training, which focuses on development questions and case studies allowing the certifying entity to measure, more effectively, the knowledge of the candidates.


• Upon success in the exam, the professional will achieve one of the Service Management 20000 certifications levels. In case of failure, professional may repeat the exam at no additional cost, within 1 year after the date of the 1st examination.


• Behaviour Pedagogical Model aims to provide a learning environment conducive to acquisition of competences, in accordance with objectives of each training program. Promoting interaction, participation, and appreciation of experiences, we contribute to meaningful learning, certification and international recognition but, above all to the development of critical thinking and autonomy.


• Behaviour is an organization accredited by DGERT (Portuguese Government Entity). Behaviour has its Quality Management System (QMS) implemented in accordance with the requirements of ISO 9001, the requirements of DGERT, the requirements of the European standard NP 4512 and the standard ISO 10015.

Dates and Price

Guaranteed Dates Program

(*) All dates of this course are guaranteed only for the events that take place in Lisbon. In other locations the events are subject to a minimum number of participants. On Behaviour all courses at Lisbon occur regardless of the number of trainees in room. The concept of setting up classes does not exist in our educational model, which is why all public dates, presented on the website, are guaranteed. So if you're in Portugal or anywhere else in the world, you can prepare your week and your trip, as long as you ensure your registration in the course.

Volume Discounts

For companies, Behaviour offer discounts, starting from the registration of the 2nd participant, in the same course and on the same date.
Simulate the prices for the number of participants you want to register to training@behaviour-group.com or contact us via chat.

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