Course Overview

This four-day Live Instructor Led online course is an introduction to the ISO/IEC 20000:2011 International Standard for IT Service Management. This course will demonstrate to the benefits of using an integrated IT Service Management System in the delivery of quality IT services to customers. This course also includes preparation for the  ISO/IEC 20000 foundation certification examination offered by EXIN

Course Objectives

•         Educate organizations seeking ISO/IEC 20000 certification

•         The training provides best practices as outlined in      ISO/IEC 20000 series of documents

•         Demonstrate the Benchmarking of Service Delivery to an ISO/IEC 20000 Service Management System.

•         Prepare individuals for the ISO/IEC 20000 Certification Exam

Who Should Attend

•              ITSM Professionals

•              IT Project Managers

•              IT Support Staff

•              IT Auditors

Prerequisites

•              None

 ✦       Introduction to Service Management

✦       Service Quality

✦       ITSM Frameworks

Service Management System Requirements

✦       Management Responsibility

✦       Governance of Process

✦       Documentation Management

✦       Resource Management

✦       Establish and Improve the SMS

Design and Transition of Services

✦       Plan New or Changed Services

✦       Design and Transition of New or Changed Service

Service Delivery Processes

✦       Service Level Management

✦       Service Reporting

✦       Service Continuity and Availability Management

✦       Budgeting and Accounting for Services

✦       Capacity Management

✦       Information security Management

Relationship Processes

✦       Business Relationship Management

✦       Supplier Management

Resolution Processes

✦       Incident Management

✦       Problem Management

Control Processes

✦       Configuration Management

✦       Change Management

✦       Release and Deployment Management