Course Agenda
Day 1: Introduction to Service Management System (SMS) concepts as required by ISO 20000 Initiating an SMS
Day 2: Planning an SMS based on ISO 20000
Day 3: Implementing an SMS based on ISO 20000
Day 4: Controlling, monitoring, measuring and improving an SMS certification audit of an SMS in accordance with ISO 20000
Day 5: Certification Exam (3 Hours)