driving worldwide
business excellence

> Training and Workshops

Implementing an IT Service Management System (ITSMS) with IT Infrastructure Library (ITIL) and ISO 20000:2005

Seminar Content

Today key operational processes in all types of organizations rely on IT for their very existence. Changes in these business processes often require changes to the IT systems, affecting hardware, software, communications and support.

Effective service management does not happen by accident. It needs to be planned, resourced, implemented and verified. It is here that ISO 20000 & ITIL based ITSMS comes into its own. ISO 20000 is the world's first standard for IT service management. The standard specifies a set of inter-related management processes and is based heavily upon the IT Infrastructure Library (ITIL) best practice processes. However, the standard presents the information differently and has additional processes incorporated than ITIL Service Management (2 days)

Who Should Attend

IT Managers and practitioners seeking advice and guidance on implementing industry best practices.

Recommended Training and/or Experience

There are no prerequisites for this seminar.

Seminar Materials

All students will receive a copy of seminar materials.

Seminar Goals

The course will provide practical proven guidance on the successful design, implementation and management of a Continuous Service Improvement Program (CSIP) based on ITIL best practice guidelines and the Roadmap for IT Certification to ISO 20000-1.

Seminar Outline

The course builds on the general principles, covered as part of the ITIL Service Management Essentials course.

• It provides practical guidance on the design, implementation and integration of an ITIL-based, IT Service Management
• Framework within the context of an organization's overall business-focused services framework and the Roadmap for IT Certification to ISO 20000-1.

Topics covered include:

• The Vision - creating, communicating, setting direction, aligning business with IT
• People, Process & Technology - drivers for instigating change
• Where do we want to be? The business case for implementing ITSMS, identifying and managing risks, gap assessments, planning for quick wins, setting goals
• How do we get there? Process specification, organizational change, selling, culture change, training
• Benefits of Implementing Service Management - Effects on business, employee, finances, innovation
• Assessments - Measuring maturity of services, benchmarking, customer satisfaction surveys, identifying and managing stakeholders
• Milestones - measuring success, key performance indicators, critical success factors
• Continuous Service Improvement Program (CSIP) - What is it?
• Processes - Keeping up the momentum by consolidating, institutionalizing, ongoing review, moving forward.

To achieve Certified IT Service Management System (ITSMS) Lead Implementer for ISO/IEC 20001-1 :2005 (CITSMS-LI)Certificate, students must:

• Pass the Continuous Assessment by demonstrating acceptable levels of performance in a formalcontinuous assessment process
• Pass the written ITSMS lead Implementer examination for implementing the ITSMS Implementation using ITIL & ISO 2000-1.

Course Sequence: ITSMS3DIMPL

Sitemap | Privacy Policy | Terms of Use

© 2008 Omnex Inc, USA. All rights reserved
Questions or comments regarding this website: webmaster@omnex.com
Powered By Omnex Communications

This site is designed for Netscape 6x, Internet Explorer 5x, and Mozilla 1x