Description

Introduction

This class provides a comprehensive analysis of the requirements in the new ISO/IEC 20000-1:2011 service management system (SMS) standard. It inspects the anatomy of the standard and its requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The scope includes the design, transition, delivery and improvement of services to fulfil agreed service requirements. ISO/IEC 20000-1:2011 can be used by:

• An organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
• An organization that requires a consistent approach by all its service providers, including those in a supply chain;
• A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
• A service provider to monitor, measure and review its service management processes and services;
• A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
• An assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011.

This standard describes an entirely new set of requirements and criteria for ISO20000 certification.

Participants will receive complimentary access to the 'Standards 101', 'Audit and Assessment 101', and 'ISO/IEC 20000 101' online courses, a class workbook, and discounted pricing on copies of the Guide to USMBOK publication.

Audience

This course will significantly benefit service management professionals who need to understand the latest ISO20000 standard and the primary and secondary requirements it contains, to help prepare an IT organization for the certification audit.

This course is also suited to any IT professional working within any sector of the IT industry, and who require additional information on the elements of a service management system.

This course is especially important to any individual wishing to differentiate their skills by adding the latest knowledge on the standard used to certify leading IT industry organizations.

Learning Outcomes

• Understand what standards are and why they are important;
• Understand the purpose and scope of the ISO/IEC 20000-1:2011 standard;
• Understand the principles of auditing and conformance;
• Understand the principles and guidelines for describing processes;
• Understand how to decipher and interpret primary and secondary requirements;
• Understand and be able to explain the requirements within each section of the standard;
• Be able to inspect and assess an IT organization's preparedness for a certification audit;
• Be able to apply the essential skills to help remedy any non-conformance items;
• Be able to develop and produce an audit program and audit plan on behalf of the service provider organization;
• Be able to synchronize the requirements and conformance criteria in the provider audit plan with that in a reference model used by an accreditation body - a registrar.

Day 1

The topics explored include:

• Standards 101
  • What is a standard?
  • Why are standards important?
  • How regulations require standards
  • The anatomy of a standard
  • How standards are developed
  • How to use a standard
• Introduction to the ISO/IEC 20000-1:2011 standard
  • Part 1: Service Management System Requirements
  • Parts 2, 3, 4 and 5 through 10
  • The history of the standard
  • The anatomy of the Part 1 requirement
• Audit 101
  • What is an audit?
  • Guidelines for auditing management systems based upon the ISO/IEC 19011:2011 standard
  • Conformity assessment -- Requirements for bodies providing audit and certification of management systems based upon the ISO/IEC 17021:2011 standard
  • Interpreting and determining requirements in a standard
  • The key roles in an audit process
  • The audit program structure and organization
  • The scope and content of a provider side audit program and internal audit plan
• Process 101
• Processes, process descriptions and ISO /IEC 24774
• Six Steps to Certification
  
  • Step 1: Establish Audit Program
  • Step 2: Define Reference Model
  • Step 3: Select Registrar
  • Step 4: Internal Audit
  • Step 5: External Certification Audit
  • Step 6: Certification Cycle (Annual Surveillance)
• Understanding the relationship between ISO/IEC 20000-1 and use of the Universal Service Management Body of Knowledge (USMBOK) as the basis for the reference model
• Mapping the USMBOK to the ISO/IEC 20000 Service Management System (SMS) specification
• Terms and definitions

Day 2

The topics explored include:

• Determining the requirements:
  • Section 4: General Requirements
    • Management responsibility
    • Governance of processes operated by third parties
    • Documentation management
    • Resource management
    • Establish and improve the SMS
  • Section 5: Design and transition new or changed services
  • Section 6: Service delivery processes
    • Service level management
    • Service reporting
    • Service continuity and availability management
    • Budgeting and accounting for services
    • Capacity management
    • Information security management
  • Section 7: Relationship processes
    • Business relationship management
    • Supplier management
  • Section 8: Resolution processes
    • Incident and service request management
    • Problem management

Day 3

The topics explored include:

• Determining the requirements (continued):
  
  • Section 9: Control processes
    • Configuration management
    • Change management
    • Release and deployment management
• Principles of continuous improvement
• Translating problems into opportunities for improvement
• The PIBO Model (Problem-Impact-Benefit-Opportunity)
• Elements of a continuous improvement program
• Using the Plan-Do-Check-Act method to Establish, Maintain and Improve your SMS
• Review of Days 1, 2 and 3
• Examination taking techniques
• Exam preparation
• The official examination

Delivery Options

This is a 3-day classroom based, instructor led course that uses a combination of tabletop simulators, presentations, and team assignments to introduce the delegate to standards, auditing methods, the ISO/IEC 20000-1 standard anatomy, and the Universal Service Management Body of Knowledge (USMBOK™), and their combined use to help prepare an organization for a certification audit.

This course is regularly scheduled as a public event.   Please contact us if you wish to schedule a class at a locale nearer to you.  The class is also available for onsite, personalized delivery for up to 32 participants.

The course includes an optional 2-hour, 100 question multiple choice examination and credit towards the Service Management Qualification Scheme offered through the Service Management Society.

Instructors

Ian M. Clayton
Outside-In Service Management Thinker with 35 years IT experience and approved ITIL Instructor to Expert level with ITIL Expert Diploma V3, ITSM Master, ITIL Service Manager V2 with Distinction. Certified Service Management Professional™, Certified Lean Service Professional™.
Author of Universal Service Management Body of Knowledge (USMBOK™), Service Management Master™ Award Recipient 2008 and Co-Founder itSMF USA, Co-Founder Service Management Society.

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Kenneth (“kengon”) Gonzalez, CSMP, CLSP
Outside-In Service Management and Lean Consulting Professional, Author, Speaker with over 25 years IT experience. Service Management Master™ Award Recipient 2008, Co-Founder Service Management Society.