Introduction to the ISO 20000 family of standards Introduction to management systems and the process approach Fundamental principles in IT Service Management General requirements presentation of ISO/IEC 20000-1:2005 clauses Implementation phases of the ISO/IEC 20000:2005 framework Continual improvement of IT management Conducting an ISO/IEC 20000-1:2005 certification audit Planning and implementing change management Supplier management Relationship management Problem management Release management

ISO/IEC 20000 Foundation Online Training & Certification

ISO/IEC 20000 Foundation Online Training & Certification | PECB

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This course equips participants with knowledge of the best practices for implementing and managing an IT Service Management System according to the specifications outlined in ISO/IEC 20000-1:2005.

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Course Description

Overview

This course enables participants to learn about the best practices for implementing and managing an IT Service Management System according to the specifications outlined in ISO/IEC 20000-1:2005. Additionally, participants will gain insights into the best practices for implementing various IT Service Management processes, including planning and implementing new and changed services, service delivery, relationship management, problem resolution, control, and release processes as per ISO 20000 standards.

Target Audience

Members of an IT Service team IT Professionals wanting to gain a comprehensive knowledge of the main processes of a Service Management System (SMS) Staff involved in the implementation of the ISO 20000 standard Technicians involved in operations related to an SMS Auditors

Pre-Requisites

Exam Information Duration : 1 Hours Question format : Essay-type questions Exam language : English

Course Objectives

Objectives

Introduction to the ISO 20000 family of standards
Introduction to management systems and the process approach
Fundamental principles in IT Service Management
General requirements presentation of ISO/IEC 20000-1:2005 clauses
Implementation phases of the ISO/IEC 20000:2005 framework
Continual improvement of IT management
Conducting an ISO/IEC 20000-1:2005 certification audit
Planning and implementing change management
Supplier management
Relationship management
Problem management
Release management

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