Know how to apply SMS concepts to achieve the objectives and requirements of ISO/IEC 20000

Introduction
This three-day, APMG ISO/IEC 20000 Practitioner course, prepares the participants to achieve a sufficient understanding of ISO/IEC 20000 and its application to be able to analyse and apply their knowledge to a range of activities that would support organizations in conforming to the requirements of ISO/IEC 20000-1, and achieving and retaining ISO/IEC 20000 certification.

Training Methodology
This training is based on both theory and practice:
- Presentation of the subjects, content and group discussions;
- Mock/Simulation exam as preparation for the completion of the certification exam
To benefit from the practical exercises, the number of training participants is limited

Audience
This course is aimed at practitioners, managers and consultants involved in an SMS implementation and/or on-going activities based on ISO/IEC 20000.

Learning Objectives
At the end of the course the participant should understand:
- Understand the purpose, use and application of Parts 1, 2, 3 and 5 of the standard
- Assist and advise organizations in the achievement of conformance to ISO/IEC 20000-1 and certification
- Understand, explain and advise on issues regarding applicability and scope definition
- Understand and explain the relationship between ISO/IEC 20000 and ITSM best practices, ITIL® , and related standards, ISO 9001 and ISO/IEC 27001, and how this can be used to support the achievement of certification to ISO/IEC 20000
- Explain and apply the requirements of ISO/IEC 20000-1
- Explain the use of technology and tools to support the implementation and improvement of an SMS, the achievement of certification and the on-going demonstration of conformity to ISO/IEC 20000-1
- Advise and assist in ISO/IEC 20000 certification readiness assessments to evaluate an SMS against the requirements of ISO/IEC 20000-1
- Produce and assess a gap analysis supported by an improvement and implementation plan
- Understand, create, apply and evaluate a service management plan including the service management policy and objectives
- Understand, create, apply and evaluate processes, procedures, process specific plans and process specific policies required by ISO/IEC 20000-1
- Assist, advise and assess organizations on the implementation of continual improvement processes

Program
1: Introduction and background to ISO/IEC 20000 and certification
2: The content, use and application of Part 1
3: Applicability and the definition of scope
4: ISO/IEC 20000 How can you use it and achieve it?
5: Mock exam and review
6: Exam - APMG, ISO/IEC 20000 Practitioner

General Information
- Training in English language.
- Official course manual in English with over 200 pages of information.
- Official APMG, ISO/IEC 20000 Practitioner Certification exam
- Behaviour® Participation Certificate.
- An BEHAVIOUR®, accredited APMG ATO, official certificate will be issued to participants.
- Coffee break in the morning and afternoon (Applies to all training that take place in Behaviour® facilities)

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More informations about program, dates and prices: http://www.behaviour-group.com/PT/apmg/20000-practitioner/?lang=en

Contact us:
+351212103732
training@behaviour-group.com
www.behaviour-group.com