CERTIFIED SERVICE MANAGEMENT PROFESSIONAL (ISO20000-1)

Objective:

This course accredits knowledge of the fundamentals necessary to plan, implement, measure and improve a Service Management System based on ISO 20000-1.

Main Subjects:

Context of the Organization:

  • Understanding the Organization and its context.
  • Understanding stakeholder needs and expectations.
  • Determination of the service management system scope.
  • Service management system.

20%

Leadership:

  • Leadership and commitment.
  • Policies.
  • Roles, responsibilities and authorities in the organization.

15%

Planning and Support of Service Management System:

  • Actions to address risks and opportunities.
  • Service management objectives and planning to achieve them.
  • Planning of the Service Management System.
  • Resources.
  • Skills.
  • Awareness.
  • Communication.
  • Documented information.
  • Knowledge.

15%

Operation of Service Management System:

  • Planning and Operational Control.
  • Service Portfolio.
  • Relationship and Agreement.
  • Supply and Demand.
  • Service Design, Construction and Transition.
  • Resolution and Compliance.
  • Service Warranty.

40%

Performance Evaluation and Improvement:

  • Monitoring, measurement, analysis, and evaluation.
  • Internal Audit.
  • Review by management.
  • Service Reports.
  • Non-compliance and Corrective Actions.
  • Continuous Improvement.

10%

Target Audience:

  • Managers or Heads engaged directly or indirectly in the compliance of a Service Management System.
  • Consultants or advisors with basic knowledge in Service Management System.
  • Roles with responsibility for leading or executing activities related to service lifecycle according to the ISO 20000.

Details:

Duration:

Number of questions:

Pass mark:

Open book:

Electronic equipment allowed:

Level:

Available languages:

Requirements:

60 minutes

30 (Multiple Choice)

65%

No

No

Intermediate

English, Spanish.

No

Objective:

This course accredits knowledge of the fundamentals necessary to plan, implement, measure and improve a Service Management System based on ISO 20000-1.

Target Audience:

  • Managers or Heads engaged directly or indirectly in the compliance of a Service Management System.
  • Consultants or advisors with basic knowledge in Service Management System.
  • Roles with responsibility for leading or executing activities related to service lifecycle according to the ISO 20000.

Main Subjects:

Context of the Organization:

  • Understanding the Organization and its context.
  • Understanding stakeholder needs and expectations.
  • Determination of the service management system scope.
  • Service management system.

20%

Leadership:

  • Leadership and commitment.
  • Policies.
  • Roles, responsibilities and authorities in the organization.

15%

Planning and Support of Service Management System:

  • Actions to address risks and opportunities
  • Service management objectives and planning to achieve them
  • Planning of the Service Management System
  • Resources
  • Skills
  • Awareness
  • Communication
  • Documented information
  • Knowledge.

15%

Operation of Service Management System:

  • Planning and Operational Control.
  • Service Portfolio.
  • Relationship and Agreement.
  • Supply and Demand.
  • Service Design, Construction and Transition.
  • Resolution and Compliance.
  • Service Warranty.

40%

Performance Evaluation and Improvement:

  • Monitoring, measurement, analysis, and evaluation.
  • Internal Audit.
  • Review by management.
  • Service Reports.
  • Non-compliance and Corrective Actions.
  • Continuous Improvement.

10%

Details:

Duration:

Number of questions:

Pass mark:

Open book:

Electronic equipment allowed:

Level:

Available languages:

Requirements:

60 minutes

30 (Multiple Choice)

65%

No

No

Intermediate

English, Spanish.

No

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