Course Outline

Introduction to ISO/IEC 20000

  • Overview of IT Service Management (ITSM)
  • Importance and benefits of ISO/IEC 20000
  • Structure and components of ISO/IEC 20000

Key Concepts and Principles

  • Definitions and terminology
  • The service lifecycle approach
  • Plan-Do-Check-Act (PDCA) model

Requirements of ISO/IEC 20000

  • Service management system (SMS) requirements
  • Role of governance in SMS

Implementing the SMS

  • Establishing the scope of the SMS
  • Planning and implementing service management policies and procedures

Key Processes in ISO/IEC 20000

  • Service level management
  • Service continuity and availability management
  • Incident and problem management
  • Change and configuration management

Continual Improvement

  • Monitoring, measurement, analysis, and evaluation
  • Conducting internal audits and management reviews

Certification Process

  • Steps to certification
  • Common challenges and tips for preparation

Exam Preparation and Review

  • Sample questions and exam strategy
  • Review of key points from each module

Summary and Next Steps

Requirements

  • Basic understanding of IT service management concepts

Audience

  • IT professionals
  • Service managers
  • Process owners
  • Quality managers
  • IT auditors
 14 Hours

Delivery Options

Private Group Training

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  • Delivered online, onsite/classroom or hybrid by experts sharing real world experience

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