Overview

By attending this course you’ll learn about the ISO/IEC 20000-1 requirements and how to interpret and apply the key concepts and principles of the standard to existing processes within your organization.

This course will help you:

  • Understand the key concepts and requirements of ISO/IEC 20000-1
  • Describe the ISO/IEC 20000 series of standards with related terms and definitions
  • Identify opportunities to maximize the productivity of an organization’s services through the operation of an SMS
  • Understand the ISO/IEC 20000-1 certification process and how it can help demonstrate your commitment to service management
  • Identify the common areas in ISO/IEC 20000-1 that support you to integrate your SMS with other management systems such as ISO 9001 and ISO/IEC 27001
  • Communicate the benefits of implementing an SMS in your organization to improve your service delivery for customers
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Delegates will learn how to

Upon completion of the training, delegates will be able to:

  • Describe an SMS
  • Explain why an SMS is important and its benefits
  • Explain the background of ISO/IEC 20000-1 and its intended outcome
  • Recall the terms and definitions used
  • Define the key concepts and structure of ISO/IEC 20000-1
  • Identify the main requirements of ISO/IEC 20000-1
  • Recognize the route to certification
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Why choose QA

Dates & Locations

Frequently asked questions

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How can I create an account on myQA.com?

There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.

If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".

If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.

Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.

How do QA’s virtual classroom courses work?

Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.

We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting (more details in the link below) to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.

Learn more about our Virtual Classrooms.

How do QA’s online courses work?

QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.

All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.

Learn more about QA’s online courses.

When will I receive my joining instructions?

Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.

When will I receive my certificate?

Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.

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