Service Management
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Duration:8 hours Time:Working hours
The Service Management training enables participants to gain knowledge about best practices for implementing and managing a Service Management System (SMS). This training is based on the ISO 20000 standard, which addresses quality management of IT services.
- Managers
- Supervisors
- IT Specialists
- Auditors
- Understand the importance of SMS and its benefits
- Describe the management processes aligned to the ITIL framework
- Define the key concepts and structure of ISO/IEC 20000
- Identify the key requirements of ISO/IEC 20000
- Understand how to direct and control Service Management activities
Knowledge of IT services and ITIL.
- Service Management concepts, ISO 20000 and SGS
- Service Management Life Cycle
- Service planning, design and portfolio
- Service Management System Operation
- Deliverables
- Business relationship management
- Service Level Management
- Service Metrics
- Change, incident and request management
- Demand, capacity, availability and continuity management
- Information Security in Service Management
Pedro Castro Henriques is the CEO and co-founder of Strongstep - Innovation in Software Quality. He was responsible for the IT department at ERS - National Health Regulation Entity in Portugal, where he managed the national supervision system of health entities and, before that, he worked at Ericsson (Q-Labs) in global process improvement and technology transfer support programs.
He has strong experience in process improvement and implementation and certification in software development quality (CMMI, ITMARK, AGILE, ASPICE, Industry 4.0, SCRUM, TSP / PSP) and information security (Iso27001, GDPR & DPO), having worked for 15 years as an executive and board member in the consulting and technology business.
Pedro is a software engineering consultant and has worked in 12 countries (Europe, Africa and America) in process, tool and organization improvement, including consulting in software engineering, business strategy and information systems.