A masterclass is a five-day advanced training course that will give you a deeper understanding of management systems.
By developing this expertise, you’ll be better equipped to implement the more challenging technical aspects of a management system standard or discipline. You’ll also have the competence to improve an existing management system by evaluating the effectiveness of its implementation.
The masterclass explores key clause requirements, concepts and principles - as well as related standards and guidance.
This masterclass will provide you with the knowledge and skills to implement, maintain and improve the more technical aspects of a service management system (SMS) based on ISO/IEC 20000-1:2018.
Using short presentations, discussions, self-reflection and classroom activities, this masterclass will delve into deeper technical areas, requirements and concepts than would be covered in an ISO/IEC 20000-1:2018 Lead Implementer training course.
An expert BSI tutor will be on hand to facilitate discussions, draw insights and experiences among the class. This will bring to life the concepts for designing and maintaining an SMS to achieve sustained success. It will enable you to maximize the applicability of your learning from the masterclass to your workplace.
The masterclass focuses on ISO/IEC 20000-1:2018, the internationally recognized standard for a service management system. It supports the management of the service lifecycle, including the planning, design,
transition, delivery and improvement of services to meet agreed requirements. It’s designed to deliver value for customers, users and the service provider.
You’ll learn about and use the ISO/IEC 20000 series and the course toolkit to interpret the requirements of ISO/IEC 20000-1:2018. It will enable you to support the management, improve the effectiveness and realize the benefits of a service management system.
How will I benefit?
This masterclass will help you to:
- Become familiar with the main parts of the ISO/IEC 20000 series based on ISO/IEC 20000-1:2018 and their purpose
- Develop an in-depth understanding of the ISO/IEC 20000 series to support the management, improvement and realization of benefits from the use of a service management system (SMS)
- Develop the skills to use and offer guidance to others about ISO/IEC 20000
Who should attend?
This masterclass is for anyone involved in the detailed technical management and improvement of an SMS based on ISO/IEC 20000-1:2018. It is suitable for many roles including consultants, managers, team leaders and process managers/owners.
Please note: If you’re more interested in the process of implementation, you will find our Implementation course more appropriate. If you’re leading an implementation team and want to learn about the requirements, process and project management aspects of the implementation of an SMS, our Lead Implementer course is more suitable.
What will I learn?
You’ll have the knowledge to:
- Explain the purpose of parts 1, 2, 3, 6, 7 and 10 of the ISO/IEC 20000 series and how they can be used in various situations
- Recognize the benefits, misperceptions, critical success factors and typical issues that can arise during the lifecycle of an SMS
- Identify how an SMS can be integrated with other management systems such as a quality management system and an information security management system
- Prepare for internal and external audits against ISO/IEC 20000-1:2018
You’ll have the skills to:
- Determine the applicability of ISO/IEC 20000-1:2018 to an organization and how to define the scope of an SMS using the guidance in ISO/IEC 20000-3 (Guidance on scope definition and applicability of ISO/IEC 20000-1)
- Use the in-depth guidance of ISO/IEC 20000-2 (Guidance on the application of service management systems) and the course toolkit to support the management, improvement and realization of benefits of an SMS
- Apply the themes running through ISO/IEC 20000 and use these to improve an SMS
What is included?
On completion, you will be awarded an internationally recognized BSI Training Academy certificate.
HRD Corp Claimable Course
This training course is HRD Corp claimable programme.
