Requirements, as well as the benefits of implementing ISO/IEC 20000 in an organization.
During the course, participants will learn about the key principles and concepts of ITSM, the structure and requirements of ISO/IEC 20000, and the benefits of certification. The course may also cover topics such as service management processes, service level agreements, and the role of the service desk.
The ISO/IEC 20000 Introduction course is ideal for anyone who is new to ITSM or ISO/IEC 20000 and wants to gain a basic understanding of the standard and its requirements. It may also be useful for IT professionals who are involved in the implementation or maintenance of an ITSM system, or for those who are responsible for managing IT services within an organization.
- Managers and consultants wishing to get introduced to the ISO/IEC 20000-1 requirements for an SMS
- Personnel involved in service planning and provision activities
- Personnel responsible for maintaining and improving the service management capabilities
- Individuals aspiring to pursue a career in service management
- Section 1: Training course objectives and structure
- Section 2: Standards and regulatory frameworks
- Section 3: Fundamental concepts and principles of service management
- Section 4: An overview of ISO/IEC 20000-1 requirements — Clauses 4 to 10
- Section 5: Preparation for the certification audit
- Section 6: Closing of the training course