ISO20000 awareness

ISO20000 Awareness provides students with an overview of ISO20000, the international standard for IT Service Management, and the associated itSMF certification process.

objectives

• To provide a basic overview of the ISO20000 standard

• To ensure an understanding of the certification process

• To review the benefits of achieving ISO20000

who should attend?

The course is aimed at all levels within the organization who want to attain an overview of the elements of the ISO20000 standard and the certification process.

prerequisites

Students should have at least a basic knowledge of IT service management concepts and terminology.

course materials

Student materials include:

• Student workbook

• ISO20000 Pocket Guide

course syllabus

overview of the ISO20000 Service Management standard

• Introduction and background

• Certification scheme

use and application of the standard (Part 1 and Part 2)

• Assessments and audits

• Role of toolsets

• Eligibility and scoping

coordination and integration processes

• Requirements for a Management System

• Planning and implementing service management

• Planning and implementing new and changed services
  

service delivery processes

• Service Level Management

• Capacity Management

• Service Continuity and Availability Management

• Budgeting and Accounting for IT Services

• Service Reporting

• Information Security Management

resolution, control and release processes

• Incident Management

• Problem Management

• Configuration Management

• Change Management

• Release Management

relationship processes

• Business Relationship Management

• Supplier Management

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